To overcome this issue, Air Asia might improve on their e-service facilities and web based Customer Relationship Management. An IT professional crew may be recruited by Air Asia in order to superintend their e-commerce system and enhance the design of the web based. This IT professional crew will be responsible for reviewing and examining on the Air Asia’s e-commerce system and then identifies the issues and seek out for solutions and recommendations for the particular issue faced.
A user-friendly interface and fast website speed were considered as one of the factors that facilitate the booking of air ticket and results in customer satisfaction, favorable airline image in customer mind and improve the customer relationship management. Consequently, through offering superior service might enables Air Asia in gaining a competitive advantage over its competitors and also attain loyalty customer (Kalaiarasan et al., 2015)
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