A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim

Hashim, Aida Wati (2005) A proposed framework model for the online service quality of airline ticketing / Aida Wati Hashim. [Student Project] (Unpublished)


This research is proposing a framework on online service quality airline
transportation. There are eleven dimensions of online service quality and electronic
customer relationship management (E-CRM) used in a proposed framework. The
objective of this research is to identify the favorable features of online service quality
website by airline companies. Then, the second purpose is to propose a framework of
service quality by airlines e-commerce website. The research began by designing a web
evaluation form derived from literature reading and colleagues' discussion. 50 airline
websites worldwide observe and evaluate at the end of October and finish by mid of
November 2005. The airline website divided into categories; individual website and
alliance website. The airline companies selected were those service ranked by Skytrax
Airline Star Ranking Programme. The data that had been collected were analyzed using
SPSS 11.0 and Microsoft Office Excel 2003. There are 28 favorable E-CRM features in
airline website; account information, on-sale area, order, store locator, affinity program,
account conditions, links, online purchasing, preview product, member benefits, posted
privacy policy, membership, product information, company history/profile, postal
address, e-mail, facsimile, site map, FAQs, product highlights, customization possibility,
ability to track order status, mailing list, toll-free numbers, complaining ability, speed of
download pages, and site customization. It is concludes that more than half out of 50
airline websites have 28 favorable E-CRM features.


Item Type: Student Project
Email / ID Num.
Hashim, Aida Wati
Subjects: Q Science > QA Mathematics > Instruments and machines > Electronic Computers. Computer Science
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Computer and Mathematical Sciences
Date: 2005
URI: https://ir.uitm.edu.my/id/eprint/937
Edit Item
Edit Item


[thumbnail of PPb_AIDA WATI HASHIM CS 05_5 P01.pdf]

Download (20kB) | Preview

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:

ID Number




Statistic details