The Costomer relationship management virtual environment effect of Turksih Airlines`web site on customer satisfaction

Increasing spreading of Internet and Web worldwide requires a different perspective and new marketing insights, changing settled paradigms in marketing. In this context, electronic customer relationship management brings companies and customers together on a different platform. Electronic customer relationship management provides opportunities for the companies to individually focus on more specific demands of the customers and to enrich customers' experiences. Through the E-CRM, in which customization stands in the forefront, it is possible to supply more privatized service or product and to provide more customer satisfaction and loyalty. Having opportunities to meet customers' demands and expectations through customization and personalization, companies, applying E-CRM, can create more customer value. In this study, it is analyzed how to establish effective customer relationships, and how to compose long-term relationships and customer satisfaction in virtual environment. For this purpose, Turkish Airlines' Web site has been examined whether it provides customer satisfaction or not.