Customer Loyalty in Hotel Industry from International Tourist Perspective: The Impact of E-CRM and Service Quality

Abstract

Customer relationship management is now the tools and strategies for airlines to increase service quality and customer satisfaction which in turn gain customer loyalty on the age of IT. The objective of the present study is to analyse the effect of electronic customer relationship management (e-CRM) on customer's loyalty in hotel industry. Research methodologies use in this paper are qualitative which is qualified by a survey given to 397 customers randomly selected. The results of the study showed that loyalty is significantly and positively impact by the largest determinant Service quality, following by e-CRM features and Customer satisfaction.