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EISSN: 2313-3724, Print ISSN: 2313-626X

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 Volume 11, Issue 1 (January 2024), Pages: 10-19


 Review Paper

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


 Hussain Almansour 1, 2, *, Suhuai Luo 1, Yuqing Lin 1


 1School of Information and Physical Sciences, College of Engineering Science and Environment, University of Newcastle, Callaghan, Australia
 2Department of Management and Information Systems, College of Business Administration, University of Ha'il, Ha’il, Saudi Arabia

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 * Corresponding Author. 

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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.

 © 2023 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (


 Airlines industry, Customer satisfaction, Customer loyalty, Customer relationship management, Internet of Things

 Article history

 Received 25 July 2023, Received in revised form 3 December 2023, Accepted 13 December 2023


No Acknowledgment.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.


 Almansour H, Luo S, and Lin Y (2024). A review of recent advances in Internet of Things-based customer relationship management to improve customer satisfaction and loyalty in the airline industry. International Journal of Advanced and Applied Sciences, 11(1): 10-19

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 Table 1 Table 2 Table 3 


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