A study on the effectiveness of AirAsia's website towards customers' satisfaction / Siti Hanisyah Mustapha

In a short period of time, the use of the internet has changed the way many organizations conduct business. Companies now have the potential to transfer sales data, inventory information and conduct transactions via the internet at a fraction of the costs of older systems. However, this does not ensure that companies selling products through internet channels will be successful. As many organizations have discovered, building a website may appear easy, but building a profitable business to fulfill orders online is a major challenge (Harrington, 1998). The challenge for many organizations lies in discovering how the internet can be used to help create a sustainable competitive advantage (Porter, 2001).