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To overcome this issue

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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 problems and provides solutions and recommendations for the particular issue. A user-friendly interface and fast website speed were considered as the important factors that lead to facilitate the booking of air ticket and results in customer satisfaction, favorable airline image in customer mind and enhance 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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