The impact of customer relationship management on customer retention in travel and tourism organizations

Al-Hazmi, N.

Growing Science » Management Science Letters » The impact of customer relationship management on customer retention in travel and tourism organizations

Journals

MSL Volumes

Volume 1 (70)
- Issue 1 (10)
- Issue 2 (15)
- Issue 3 (20)
- Issue 4 (25)

Volume 2 (365)
- Issue 1 (51)
- Issue 2 (32)
- Issue 3 (40)
- Issue 4 (44)
- Issue 5 (42)
- Issue 6 (52)
- Issue 7 (53)
- Issue 8 (51)

Volume 3 (426)
- Issue 1 (40)
- Issue 2 (47)
- Issue 3 (40)
- Issue 4 (40)
- Issue 5 (27)
- Issue 6 (50)
- Issue 7 (51)
- Issue 8 (30)
- Issue 9 (24)
- Issue 10 (25)
- Issue 11 (25)
- Issue 12 (27)

Volume 4 (387)
- Issue 1 (34)
- Issue 2 (30)
- Issue 3 (34)
- Issue 4 (42)
- Issue 5 (33)
- Issue 6 (43)
- Issue 7 (42)
- Issue 8 (40)
- Issue 9 (39)
- Issue 10 (20)
- Issue 11 (18)
- Issue 12 (12)

Volume 5 (129)
- Issue 1 (15)
- Issue 2 (10)
- Issue 3 (10)
- Issue 4 (12)
- Issue 5 (14)
- Issue 6 (14)
- Issue 7 (8)
- Issue 8 (8)
- Issue 9 (11)
- Issue 10 (8)
- Issue 11 (9)
- Issue 12 (10)

Volume 6 (74)
- Issue 1 (9)
- Issue 2 (6)
- Issue 3 (6)
- Issue 4 (7)
- Issue 5 (6)
- Issue 6 (6)
- Issue 7 (8)
- Issue 8 (6)
- Issue 9 (5)
- Issue 10 (5)
- Issue 11 (5)
- Issue 12 (5)

Volume 7 (54)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)
- Issue 4 (5)
- Issue 5 (5)
- Issue 6 (5)
- Issue 7 (4)
- Issue 8 (4)
- Issue 9 (4)
- Issue 10 (4)
- Issue 11 (4)
- Issue 12 (4)

Volume 8 (119)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)
- Issue 4 (5)
- Issue 5 (22)
- Issue 6 (20)
- Issue 7 (6)
- Issue 8 (6)
- Issue 9 (8)
- Issue 10 (10)
- Issue 11 (11)
- Issue 12 (16)

Volume 11 (251)
- Issue 1 (36)
- Issue 2 (39)
- Issue 3 (40)
- Issue 4 (40)
- Issue 5 (29)
- Issue 6 (27)
- Issue 7 (20)
- Issue 8 (12)
- Issue 9 (8)

Volume 12 (33)
- Issue 1 (6)
- Issue 2 (6)
- Issue 3 (8)
- Issue 4 (13)

Volume 13 (27)
- Issue 1 (7)
- Issue 2 (8)
- Issue 3 (5)
- Issue 4 (7)

Volume 14 (22)
- Issue 1 (6)
- Issue 2 (6)
- Issue 3 (5)
- Issue 4 (5)

Volume 15 (15)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)

Countries

Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print) Quarterly Publication Volume 11 Issue 1 pp. 247-252 , 2021

The impact of customer relationship management on customer retention in travel and tourism organizations Pages 247-252 Download PDF

Authors: Nabil Mohemmed Al-Hazmi

DOI: 10.5267/j.msl.2020.8.009

Keywords: Customer Relationship Management, Tourism Organizations, Tourism Services, Customer Retention

Abstract: This study aims at identifying the impact of customer relationship management (CRM) on retaining customers in tourism organizations (hotels) in Al-Kharj Governorate. An analytical descriptive approach was used in this study in which a questionnaire was designed and distributed to the study sample population consisting of 200 individuals. The study reached a set of results, the most important of which are the dimensions of customers service in travel & tourism organizations (understanding and identifying the customer - developing the relationship with the customer - selecting the customer - interacting with the customer) affect the development of the relationship with their customers. The study presented a set of recommendations the most prominent of which is working to provide programs and offers presentations, to customers, which can build a strong relationship with them and enhance trust with them. There is a need to pay attention to the integrated communication programs with customers, a comprehensive study on the travel and tourism and identifying the targeted group for the services of travel & tourism organizations in the governorate.

How to cite this paper

 Al-Hazmi, N. (2021). The impact of customer relationship management on customer retention in travel and tourism organizations.Management Science Letters , 11(1), 247-252.

Refrences

Al-Azab, M. (2020). The impact of e-CRM on enhancing marketing performance: Mediating role of efficiency, creativity and responsiveness. The Journal of Hotels and Tourism, 1(1), 26-47.
Al-Hazmi, N. (2020a). A study on the dimensions of the quality of tourism services in the Kingdom of Saudi Arabia. Management Science Letters, 10(5), 1115-1120.
AL-Hazmi, N. (2020b). The impact of market targeting strategies on tourism services. Management Science Letters, 10(12), 2799-2804.
Al-Hazmi, N. (2020c). The impact of information technology on the design of distribution channels. Uncertain Supply Chain Management, 8(3), 505-512.
Al-Hazmia, N. (2018). Impact of total quality management on marketing of tourism services: An applied study on hotels located in Al-Kharj, Saudi Arabia. International Journal of Management and Economics Invention, 1(4), 1595-1605.
AL-hazmi, N & Hassan, Y. (2020). Barriers on marketing tourism services and their impacts on customer awareness. Management Science Letters, 10(11), 2603-2608.
AL-Hazmi, N & Alkhateeb, T. (2020). Obstacles to implementing total quality management in Saudi Arabia marketing tourism Services. Management Science Letters, 10(3), 507-514.
Azaam, O. (2017). The impact of customer relationship management on beneficiaries' satisfaction on services provided by greater Amman municipality in Jordan - Field study for the main center. The Journal of Administrative Sciences, 2(6), 149-158.
Ibrahim, Z. (2015). The impact of customer management application on customer satisfaction. Tishreen University Jour-nal for Research and Scientific Studies -Economic and Legal Sciences Series, 2(34),178-201.
Omer, K. (2017). The effect of customer relationship management on keeping them in the insurance sector. The Journal of Economic and Administrative Sciences, 16(4), 151-165.
Sadeq, D. (2016). The relationship between customer relationship management and the market orientations of organiza-tions. The Journal of Economic and Management, 9(60), 151-174.