A study of the application of information and communications technology in customers relationship management in selected airlines in Nigeria.
| dc.contributor.author | Olasupo, John Oluwatobi | |
| dc.date.accessioned | 2020-01-06T13:10:33Z | |
| dc.date.available | 2020-01-06T13:10:33Z | |
| dc.date.issued | 2014 | |
| dc.description | xv,123p | en_US |
| dc.description.abstract | This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation Industry, investigated the factors influencing the effective deployment of Information and Communications Technology (ICT) for CRM and determined the effects of ICT on the performance of the Industry. This was with a view to facilitating the effective and efficient deployment of ICT in the Nigerian Aviation Industry. The study was conducted in Lagos State and the Federal Capital Territory Abuja where the Head Offices of the local airlines are domiciled. A multistage sampling technique was employed to select ten local airlines and ten travel agencies. Two hundred Airline passengers were randomly selected for the study. Primary data were collected using three sets of questionnaire. The first set of questionnaire was administered on the airlines and elicited information such as Frequent Flyer Program, factors influencing the deployment of ICT, investment capability among others. The second questionnaire was administered on the travel agencies and elicited information on technological awareness and perceived ease of use of CRM among others. The third set of questionnaire was administered on the passengers and elicited information on factors such as customer satisfaction and cross-selling. Secondary data were sourced from archives, airlines records and the Internet to gather information on the Return on Investment (ROI), customer segmentation and volume of passengers. Data obtained were analysed using appropriate descriptive and inferential statistics. The results showed on a 5-point Likert rating scale, frequent flyer programs (4.00), service differentiation (4.00) and user-friendly website (4.00) were the most frequently used CRM practices in the airline industry. In addition, the results indicated that on a 5-point Likert rating scale the factors that influenced the deployment of ICT in the airlines operations were time efficiency (4.0), convenience (3.9), help in making informed decisions (4.0), information security (4.0) and user friendly applications (3.0). The result also revealed that challenges faced with the use of ICT in airline CRM operations were network failure (4.0), system malfunction (1.67), network insecurity (3.00), slow speed of user adoption (2.00), skill gaps among ICT staff (1.33). The study further revealed that the adoption of ICT in airlines operations significantly reduced costs (r = -.791, p = .011), improved service quality (r = .732, p =.025), and availed efficient direct ordering (r =-.732, p = .011). The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance in their operations. | en_US |
| dc.identifier.citation | Olasupo, J.O. (2014). A study of the application of information and communications technology in customers relationship management in selected airlines in Nigeria. Obafemi Awolowo University. | en_US |
| dc.identifier.uri | https://ir.oauife.edu.ng/handle/123456789/5024 | |
| dc.language.iso | en | en_US |
| dc.publisher | Obafemi Awolowo University | en_US |
| dc.subject | Nigeria | en_US |
| dc.subject | Federal Capital Abuja | en_US |
| dc.subject | customers relationship management | en_US |
| dc.subject | ICT- Aviation industry | en_US |
| dc.subject | airlines | en_US |
| dc.subject | Lagos state | en_US |
| dc.title | A study of the application of information and communications technology in customers relationship management in selected airlines in Nigeria. | en_US |
| dc.type | Thesis | en_US |
| dc.type | Thesis | en_US |