**EPRINT ERROR** User perception on electronic customer relationship management (E-CRM) features in online hotel reservation / Hasliza Azizan

In the hotel industry, the internet plays to grow an important role as a core
distribution channel in management sector. From a global perspective hotels are at
varying stages of managing their direct and indirect channels to markets and are
adopting different strategies to reach customer satisfaction, sales, profit and their
loyalty. Some hotels have yet to develop all available distribution channels while
others are encouraging customers to book through the most effective channel by
booking via online. Due to these phenomena, this research was conducted to identify
the customers' perception towards the electronic customer relationship management
(E-CRM) features of hotel online service quality. Through all the E-CRM features
application, the services can be enhanced, instead of offering customers
convenience, personalization in information, customization site and other
accommodation information is integrated. Thus are presented from the customer
experience and their interaction with a website. Responding to the phenomena, this
research also wants to gain deeper understanding regarding the services by using 42
features of E-CRM application. The research also comprised the influences of ECRM
features and their relationship between the 9 dimensions in the E-CRM.
Furthermore, the research also provides the hotelier with general recommendation
and suggestion from customers to enhance their service quality in online hotel
reservation in furture.