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IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION IN HOTELING INDUSTRY

Journal of Management Info

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Title IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER SATISFACTION IN HOTELING INDUSTRY
 
Creator Nazir, Sanaullah; University Of Haripur
Khan, Sheraz; University Of Haripur
Jamil, Raja Ahmed; University Of Haripur
Mehmood, Qazi Shujaat; University Of Haripur
 
Subject Customer Relationship Management; Customer Quality; Access to Services; Service Features; Customer Satisfaction.
 
Description Customer satisfaction is an imperative element of the success for all businesses. One of the biggest challenges of a marketer is how to satisfy and retain the customers. The purpose of this study is to find the impact of customer relationship management on customer satisfaction.  A total of 130 participants was selected through purposive sampling from the different hotels of Islamabad city. Data was collected from the participants by using standardized questionnaires. Results revealed that there is a significant positive impact of different elements of customer relationship management (service quality, access to services and service features) on customer satisfaction and businesses cannot succeed without focusing on customer relationship management in this era.
 
Publisher Readers insight Publisher
 
Contributor —
 
Date 2014-09-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
 
Identifier http://jmi.readersinsight.net/index.php/jmi/article/view/17
 
Source Journal Of Management Info; Vol 3, No 1 (2014): Volume 3, Issue 1; 84-98
2313-3376
 
Language eng
 
Relation http://jmi.readersinsight.net/index.php/jmi/article/view/17/pdf_13
 
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