201-209

• Arshad, Noor Habibah
• Ahmad, Fauziah
• Janom, Norjansalika
• Mohamed, Azlinah

Over the past years, at an increasing pace, customer satisfaction has been an emphasis in most organization especially those in the service industry. Service quality becomes the major focus on achieving customer satisfy action and, over the long run, customer retention. Responding to the notion, many retailers begin to appreciate Customer Relationship Management (CRM) concept and constantly improve the quality of services that they offered to fulfill the customers expectations and satisfactions. Currently, the practice has also extended to the online retailers, both ‘brick and mortar’ and ‘click and mortar’ companies. The CRM concept has broaden to include online customers and services. This study is undertaken to explore the internet service quality in online service industry, particularly in e-ticketing of transportation service. Web observations were performed to identify the major and significant determinants of quality of internet services. By using electronic CRM (e-CRM) model as reference in observation, it is found that appearance and linkages are two important determinants that should be used when measuring the quality of internet services. Through the findings, a guideline of the transportation websites incorporating important features of e-CRM is developed.

• Economics and Business

• Οικονομία
• Financial management
• Business management

internet retailing, electronic customer relationship management, service quality, customer satisfaction, e-ticketing

Περιέχει γραφήματα, πίνακες, βιβλιογραφία και παράρτημα