Electric Customer Romance Management (Ecrm)

 Electronic Buyer Relationship Management Ecrm Dissertation

2008: 042

MASTER'S THESIS

Electronic Consumer Relationship Supervision (eCRM)

- customers' perception of value from eCRM features on air travel e-ticketing Websites

Iftikhar Ahmad Ataur Rahman Chowdhury

LuleГҐ University of Technology Master Thesis, Extension Courses Electronic Commerce Department of Organization Administration and Social Savoir Division of Professional marketing and web commerce 2008: 042 - ISSN: 1653-0187 -- ISRN: LTU-PB-EX--08/042--SE

ABSTRACT

Subjective

The purpose of this kind of research study is always to give a better understanding of consumers' perception valuable from eCRM features in airline e-ticketing Websites. Multiple case study approach was picked and scientific data was collected from seven cases through specific interviews. Every customer who was a student and used to purchase airline e-tickets was cured as a single case. Customers' responses were taken both equally after the re-homing of a feature (post-adoption) and before the re-homing of a characteristic (pre-adoption) to get the overall awareness of customers. Results of the study shows that each of the features weren't important for client satisfaction, at the same time, websites were not rendering all the features discussed by the theory while customers demonstrated their motivation to use all those features if perhaps provided. It is additionally discovered that following sale providers, which can trigger customer preservation, were not offered efficiently and needed to be improved.

".... worth is like support and quality among marketing terms, in this it must be defined by the customer. " Barnes (2000)

ACKNOWLEDGEMENT

ACKNOWLEDGEMENT

This thesis is usually written within Master's put in e-Commerce in Department of Business Administration and Interpersonal Sciences Label of Industrial Promoting & web commerce, Lulea University of Technology, Sweden. There have been many individuals that contributed towards the success of the research study and would like to say thanks to for their useful time, attempts and well wishes. To begin with, we would like to thank the supervisor Rickard Wahlberg, (assistant professor, Ph level. D. Label of Business Operations and Administration IES LuleГҐ University of Technology) without whose guidance a successful completion of this exploration thesis has been a very difficult task to full. His evaluate and supporting ideas demonstrated the way to proceed. We are really grateful for that. We would love to say thanks to all respondents who offered us their valuable time during the info collection stage. We really appreciate their supportive attitude toward research. Our company is also grateful to all of our teachers (especially Lars Lars-Ole Forsberg and Tim Foster) who were present to guide us during our studies and stay in Lulea. We spend our particular gratitude to school and Library staff, pertaining to providing exceptional facilities and full cooperation to all of us. We are as well thankful to Swedish Govt for offering us the truly great opportunity to get advantage from substantial standard of education in Sweden. Finally we would like to thank each of our loved ones. We, Iftikhar Ahmad, would like to appreciate my parents, brothers and sisters for their take pleasure in, affection, prayers and countless support. We, Ataur Rahman Chowdhury, would like to use this chance to appreciate my children for their full cooperation within my studies. Lulea University of Technology Laxa, sweden, May 2008

Iftikhar Ahmad [email protected] com

Ataur Rahman Chowdhury [email protected] co. in

TABLE OF CONTENTS

STAND OF MATERIAL

1 . INTRO....................................................................................................... 1 1 ) 1 Trouble Discussion............................................................................................................................. four 1 . two Research Goal.................................................................................................................................. 7

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