Main Article Content
Today every organisation is acting in a dynamic environment and in a world characterised by turbulent change and fierce competition due to technological advancement and the knowledge based economy, an organization must always ready to adapt and transform themselves so as to be able to confront the shifting needs of the new environment, more demanding customers, smarter workers, anticipating ability to changes, accelerating the development of new products, processes and services, changing technologies and customer expectations, businesses have realised the importance of Customer Relationship Management in acquiring new customers, retain existing ones and maximize their lifetime value. The wide spread availability of the internet across the world has led airlines to use their corporate web-sites to bypass travel intermediaries and focus on online communication, information and transaction. The paper considers five dimensions of Web site quality-usability, web site design, service quality, information quality and enjoyment on a sample of 150 respondents from four airlines namely, Air India, Spicejet, Indigo and Jet Airways. Respondents consisted of 40 employed, 80 business men and 30 students. Overall, the majority of respondents are frequent, experienced Internet users and likely to be relatively good judges of Web quality. Analysis of results shows that customers priority about airlines website are changing. As the self-service, no-frills and low-cost trend for air travel has grown in recent years, so consumers have been driven less by service quality and more by easy access to good information packaged in an entertaining and fun "wrapper'. More over the airlines have pursued different strategies for their Web sites over the period of study .Air India rated badly for service quality and Jet Airways and Spice jet scored high on service and information quality. The paper suggests that careful management and selection of subjects to be placed on web site can retain the customers and reduce switching intentions.
Revised Copyright/CC license that applies to all the articles published after 05-02-2017
Copyright/CC license that applies to all the articles published before 05-02-2017
Author(s) will retain all the right except commercial and re-publishing rights. In the case of re-publishing, they will have to obtain written permission from the journal. Additional licensing agreements (Creative Commons licenses) grants rights to readers to copy, distribute, display and perform the work as long as you give the original author(s) credit, they can not use the works for commercial purposes and are not allowed to alter, transform, or build upon the work. For any reuse or distribution, readers and users must make clear to others the license terms of this work. Any of these conditions can be waived if you get permission from the copyright holders. Nothing in this license impairs or restricts the authors’ rights. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-nd/4.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
Research Papers published in SOCRATES are licensed under an Attribution -NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
ALADWANIA A.M. AND P.C. PALVIA (2002). `DEVELOPING AND VALIDATING AN INSTRUMENT FOR MEASURING USER-PERCEIVED WEB QUALITY’ INFORMATION AND MANAGEMENT, VOL. 39(6), PP.
BAMES, S.J. AND VIDGEN, R. T (2006)`DATA TRIANGULATION AND WEB QUALITY METRICS: A CASE STUDY IN EGOVEMMENT’, INFORMATION AND MANAGEMENT,VOL 43(6), PP. 767-777.
CHEN, Q. & HONG-MEI, C.(2004). “EXPLORING THE SUCCESS FACTORS OF ECRM STRATEGIES IN PRACTICE”, JOURNAL OF DATABASE MARKETING & CUSTOMER STRATEGY MANAGEMENT, 11 (4): 333-343.
CHAKRABORTY.D., S.K. JAISWAL, A. MISRAY, AND A. A. NANAVATI (2005,"MIDDLEWARE ARCHITECTURE FOR EVALUATION AND SELECTION OF 3RD-PARTY WEB SERVICES FOR SERVICE PROVIDERS’, ICWS '05:PROCEEDINGS OF THE IEEE INTERNATIONAL CONFERENCE ON WEB SERVICES, WASHINGTON DC: IEEE COMPUTER SOCIETY,PP. 647-654.
GREENBERG, P. (2001). CRM AT THE SPEED OF LIGHT: CAPTURING AND KEEPING CUSTOMERS IN INTERNET REAL TIME. MCGRAW-HILL, BERKELEY, CA.
GUPTA,M.P. AND SHUKLA, SONAL (2002),`LEARNING FROM CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IMPLEMENTATION IN A BANK’, GLOBAL BUSINESS REVIEW,VOL.3(99),PP.99-122
ONUT,SEMIH,ERDEM,IBRAHIM AND HOSVER,BORA(2003),`CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING SECTOR AND A MODEL DESIGN FOR BANKING PERFORMANCE ENHANCEMENT’,WWW.NECSI.EDU/EVENTS/ICCS/2002/NAP12-ONUTCRIMICS2002-2FIXED.PDF.
PAN, S. L. & LEE, J. (2003). “USING E-CRM FOR A UNIFIED VIEW OF THE CUSTOMER”, COMMUNICATIONS OF THE ACM, 46(4): 95-99.
PARASURAMAN, A., V.A. ZEITHAML, AND A. MALHOTRA, A (2005),`E-SQUAL: A MULTIPLE-ITEM SCALES FOR ASSESSING ELECTRONIC SERVICE QUALITY, JOURNAL OF SERVICE RESEARCH,VOL. 7(3), PP. 213
RAMASESHAN, B. AND KIAT, C.P.(2009),`FACTORS INFLUENCING IMPLEMENTATION OF CUSTOMER RELATIONSHIP MANAGEMENT TECHNOLOGY AMONG SMALL AND MEDIUM SIZED ENTERPRISES’, PH.D DISSERTATION ,CURTIN UNIVERSITY OF TECHNOLOGY,WWW.ANZMAC2008.ORG/_PROCEEDINGS/PDF/S
SARLAK, MOHAMMAD ALI AND FARD, RASOOL SANAVI (2009),`THE IMPACT OF CRM ON THE CUSTOMER SATISFACTION IN AGRICULTURAL BANK’, AMERICAN JOURNAL OF ECONOMICS AND BUSINESS ADMINISTRATION,VOL.1(2), PP.173-178
SHCHIGLIK, C, AND S.J. BAMES(2004),`EVALUATING AIRLINES WEB SITES: METHOD AND APPLICATION’, JOURNAL OF COMPUTER INFORMATION SYSTEMS, VOL.44(3), PP. 17-25.
SURESH, HEMAMALINI (2002),`CUSTOMER RELATIONSHIP MANAGEMENT: AN OPPORTUNITY FOR COMETITIVE ADVANTAGE’,WWW.REALMARKET.COM/REQUIRED/PSGINST1.PDF,LAST VISITED 24.6.2013
WAHAB, SAMSUDIN, NOOR, NOR AZILA MOHAMMAD AND ALI, JUHASY (2009),`THE MEDITATING EFFECT OF CRM PERFORMANCE’, THE ASIAN JOURNAL OF TECHNOLOGY MANAGEMENT, VOL.2(2), PP.40-48.
WOLFINBARGER, M. AND M.C. GILLY (2003),`ETAILQ: DIMENSIONALISING ,MEASURING AND PREDICTING QUALITY’,YOH/-NAÍO//ÍEW/7I>!G,VOL.79, PP. 183-198.
YOO, B. AND N. DONTHU(2001),`DEVELOPING A SCALE TO MEASURE THE PERCEIVED SERVICE QUALITY OF INTEMET SHOPPING SITES (SITEQUAL), QUARTERLY JOURNAT OF ELECTRONIC COMMERCE,VOL.2(1),PP.23-32