A review of recent advances in Internet of Things-based customer relationship management to improve customer satisfaction and loyalty in the airline industry-Reference-Cited by-同舟云学术

A review of recent advances in Internet of Things-based customer relationship management to improve customer satisfaction and loyalty in the airline industry

Published:2024-01 Issue:1 Volume:11 Page:10-19
ISSN:2313-626X
Container-title:International Journal of ADVANCED AND APPLIED SCIENCES
language:
Short-container-title:Int. j. adv. appl. sci.

Author:

,Almansour Hussain^ORCID, ,Luo Suhuai, ,Lin Yuqing,

Abstract

Airlines use strategies to build and keep profitable, loyal customers through customer relationship management (CRM). However, as customer needs change, CRM systems must also change. With the Internet of Things (IoT) offering new ways to improve how customers experience services, airlines are combining IoT with their CRM systems. The connections airlines have with partners, airports, hotels, and banks can help meet these changing customer needs. However, past studies have not fully looked into how IoT-enhanced CRM helps make customers more satisfied and loyal or how airlines' connections with others play a part. Therefore, this study looks into how IoT-enhanced CRM is improving customer satisfaction and loyalty in airlines. It also examines how airlines' connections with others can support the relationship between IoT-enhanced CRM and customer satisfaction and loyalty. The study suggests a model and makes suggestions about the importance of IoT-enhanced CRM in making customers more satisfied and loyal. It also outlines how to test these suggestions and suggests directions for future research.

Publisher

International Journal of Advanced and Applied Sciences

Link

https://science-gate.com/IJAAS/Articles/2024/2024-11-01/1021833ijaas202401002.pdf

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