Call for Paper - July 2023 Edition
IJCA solicits original research papers for the July 2023 Edition. Last date of manuscript submission is June 20, 2023. Read More

A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Year of Publication: 2016
G.O. Binuyo, J.O. Olasupo, E.M. Ogunjemilua

G O Binuyo, J O Olasupo and E M Ogunjemilua. Article: A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria. International Journal of Computer Applications 139(1):24-30, April 2016. Published by Foundation of Computer Science (FCS), NY, USA. BibTeX

	author = {G.O. Binuyo and J.O. Olasupo and E.M. Ogunjemilua},
	title = {Article: A Study of the Application of Information and Communications Technology in Customer Relationship Management in Selected Airlines in Nigeria},
	journal = {International Journal of Computer Applications},
	year = {2016},
	volume = {139},
	number = {1},
	pages = {24-30},
	month = {April},
	note = {Published by Foundation of Computer Science (FCS), NY, USA}


This study examined the Customer Relationship Management (CRM) practices used in selected airlines in the Nigerian Aviation industry. It 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. The study was conducted in the Head Offices of the local airlines (Lagos state and the Federal Capital Territory Abuja). 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. Data obtained were analysed using appropriate descriptive and inferential statistics. The study revealed that the adoption of ICT in airlines operations significantly reduced operational costs (r = -0.791*, p = 0.011), improved service quality (r = 0.732*, p =0.025) and improved identification of high value customers. The study concluded that the effective deployment of ICT assisted the Airlines in rendering better services to their passengers and facilitated a robust performance of their operations.


  1. Mohammed, A. A. and Rashid, B. B. 2012. Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. International Review of Management and Marketing, 2(4), 2012, pp.220-230.
  2. Abdullateef, A.O., Mokhtar, S.S., Yusoff, R.Z. 2010. The impact of CRM Dimensions on Call Center Performance. International Journal of Computer Science and Network Security, 10(12), 184-195.
  3. Agbo, A. 2008. ‘Back with a But’, Cover Story TELL, Nigeria’s Independent Weekly. (1).
  4. Alamdari, F.1999. Airline Inflight Entertainment: The Passengers’ Perspective Travel agent Monitoring and Management, Journal of Air Transport Management 5 (5), pp.203-209.
  5. Ampoful, 2012. The Effect of Customer Relationship Management (CRM) on the Profitability of Financial Institutions – A case Study of Barclays Bank Limited, Takoradi Branches. A thesis submitted to the institute of Distance Learning, Kwame Nkrumah University of Science and Technology in partial fulfillment of the requirement for the degree of COMMONWEALTH EXECUTIVE MASTER OF BUSINESS ADMINISTRATION. Access on 20th 02, 2016.
  6. Azza, E. B. 2014. The Effect of Customer Relationship Management on Organizations performance and Competitive Advantage Effect of Process and Information Technology. Proceedings of 9th International Business and Social Science Research Conference 6 - 8 January, 2014, Novotel World Trade Centre, Dubai, UAE, ISBN: 978-1-922069-41-2.
  7. Barney, B. J., Delwyn, N. 2007. Resource-Based Theory: Creating and Sustaining Competitive Advantage. Oxford: Oxford University Press.
  8. Christensen, J. 2000. ‘IT and Business: a History of Scandinavian Airlines’, Aarhus University Press, Århus, Denmark.
  9. Coltman, R. T., Devinney M.T., and Midgley F. D. 2009. Customer Relationship Management and Performance. Faculty and Research Working paper, Printed at INSEAD, Fontainebleau, pp 1-39.
  10. Eid, R. 2007. Towards a Successful CRM Implementation in Banks: An Integrated Model. The Service Industries Journal, 27(8), 1021–1039.
  11. Filani, M.O. 1983. ‘Air Transportation in Nigeria’ Second Edition, Heinemann Education (Nigeria) Ltd.
  12. Ileoje, N.P. 2003. ‘A New Geography of Nigeria’ Fifth edition Ikeja, Lagos: Longman Nigeria Plc.
  13. Jo. G., Jung. J. and Yang. C.1997. ‘Expert System for Scheduling in an Airline Gate Allocation, Expert Systems with Applications’, 13 (4), pp. 275-282.
  14. Nadja K. 2004. ‘Customer Relationship Management: Going Beyond a Frequent Flyer Program. Ascend: A Magazine for Airline Executives 2004, (2).
  15. National Bureau of Statistics, 2005. ‘The Nigerian Statistical Facts sheet on Economic and Social Development’. NBS Abuja, June.
  16. McIvor A. 2003. ‘The Use of ICT in the Airline Industry Tourism Essay’ Accessed on 02/07/2015.
  17. Ozgener, S., Iraz, R. 2006. Customer relationship management in small and medium enterprises: The case of Turkish tourism industry. Tourism Management, 27(6), 1356-1363.
  18. Shon, F. C. and Chang, Y. 2003. ‘Airline E-Commerce: The Revolution of Ticketing Channels, Journal of Air Transportation’, pg.325–331.
  19. Soliman S.H. 2011. Customer Relationship Management and its Relationship to the Marketing Performance. International Journal of Business and Social Science. 2(10), pp 166-182.
  20. Suleiman, I. L. 2012. ‘An Analysis of Air Transportation in Nigeria’ Department of Basic and Applied Science, Hassan Usman Katsina Polytechnic, Katsina Journal of Research in National Development (JORIND) 10 (2).,
  21. Vahdati Z., Abdolmanafi S., Sarlak A., 2014. Investigating the impact of customer Relationship management on relationship marketing and performance. International journal of Economy, management and Social Science.1(3), pp 425-430.
  22. Yueh, C.L., Lee, Y., Barnes, F.B., 2010. The effects of leadership styles on Knowledge-Based Customer Relationship Management implementation. International Journal of management and Marketing Research, 3(1),1-19.


Airlines, CRM, ICT and Nigeria.