The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City
Abstract
Aims: This paper aims at investigating the effects of customer relationship management in terms of tourist attractions and facilities, outlets (F&B), and front office services on tourist satisfaction.
Design: A total of 136 questionnaires containing 34 items was used to collect information from tourists in Radisson resort in Aqaba city located in Jordan. Multiple regression analysis was conducted to test the research hypotheses.
Findings: Results of the current study revealed that there is a significant impact of tourist attractions and facilities, and front office services on tourist satisfaction, whereas outlets (F&B), has no significant impact on it. Results of T-test showed that there is no significant difference in the impact of tourist satisfaction that in favor of gender. Also, results of ANOVA test indicated that there is no significant difference in the impact of tourist satisfaction that can be attributed to age, occupation, educational level, the purpose of the visit, holiday booked a date and a number of previous visits.
Implications: this study will contribute a better understanding of tourist’s satisfaction through proper customer relationship management in terms of tourist facilities, outlets, and front office services.
Originality: This study is considered the first case study that links tourist satisfaction with the prober management of the hotel facilities and outlets
References
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[52] Yoon, Y., and Uysal, M. 2005. An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model. Tourism Management, 26: 45-56.
[2] Ahmed, T., and Jawabreh, O.A. 2012. Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan). Asian Journal of Finance & Accounting, 4(1): 118 – 131.
[3] Alananzeh, O.A., Mahmoud, R.M., and Ahmed, M.N. 2015. Examining the Effect of High Seasonality on Frontline Employess: A Case Study of Five Stars Hotels in Aqaba. European Scientific Journal, 11(32): 330 - 341.
[4] Al-Hussein, M., Jawabreh, O., Alananzeh, O., and Ali, M. 2015. The Impact of Understanding the Behavior of Workers on the Success of Management (A Case Study of Five Star Hotels in Aqaba), Journal of Management Research, (7)3: 51-70. DOI: http://dx.doi.org/10.5296/jmr.v7i3.7115
[5] Alkalha, Z.S. et al. 2012. Investigating the Effects of Human Resource Policies on Organizational Performance: An Empirical Study on Commercial Banks Operating in Jordan. European Journal of Economics, Finance and Administrative Sciences, 51(1): 44-64.
[6] Alshurideh, M., and Alkurdi, B. 2012. The Effect of Customer Satisfaction upon Customer Retention in the Jordanian Mobile Market: An Empirical Investigation. European Journal of Economics, Finance and Administrative Sciences, 47: 69-78.
[7] Altamony, H., Alshurideh, M., and Obeidat, B. 2012. Information Systems for Competitive Advantage: Implementation of an Organisational Strategic Management Process. Proceedings of the 18th IBIMA Conference on Innovation and Sustainable Economic Competitive Advantage: From Regional Development to World Economic, 583-592.
[8] Bagozzi, R., and Yi, Y. 1988. On the Evaluation of Structural Evaluation Models. Journal of the Academy of Marketing Science, 16(1): 74-94.
[9] Baia, B., Law, R. and Wenc, B. 2008. The Impact of Website Quality on Customer Satisfaction and Purchase Intentions: Evidence from Chinese Online Visitors, International Journal of Hospitality Management, 27(3): 391 – 402. DOI: https://doi.org/10.1016/j.ijhm.2007.10.008
[10] Baker, D. A., and Crompton, J. L. 2000. Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research, 27(3): 785-804.
[11] Barros, C.B., and Assaf, A.G. 2012. Analyzing Tourism Return Intention to an Urban Destination. Journal of Hospitality & Tourism Research, 36(2): 216-231. http://journals.sagepub.com/doi/abs/10.1177/1096348010388658
[12] Bose, R. 2002. Customer Relationship Management: Key Components for IT Success. Industrial Management & Data Systems, 102(2): 89-97. DOI: http://dx.doi.org/10.1108/02635570210419636
[13] Bowen, J.T., and Chen, S.L. 2001. The Relationship between Customer Loyalty and Customer Satisfaction. International Journal of Contemporary Hospitality Management, 13(5): 213-217. DOI: http://dx.doi.org/10.1108/09596110110395893
[14] Brodie, R.J., Glynn, M.S. and Little, V. 2006. The Service Brand and the Service-Dominant Logic: Missing Fundamental Premise or the Need for Stronger Theory? Marketing Theory, 6(3): 363-379.
[15] Camison, C. 2000. Strategic Attitudes and Information Technologies in the Hospitality Business: An Empirical Analysis. International Journal of Hospitality Management, 19(2): 125-143.
[16] Carev, D. 2008. Guest Satisfaction and Guest Loyalty Study for Hotel Industry. College of Applied Science and Technology, Pro Quest Database.
[17] Chi, C.G.Q., and Qu, H. 2008. Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Loyalty: An Integrated Approach. Tourism Management, 29(4): 624-636.
[18] Chiu, L, K., and Ananzeh, O, A. 2012a. The Role of MICE Destination Attributes on Forming Jordan Touristic Image. Academic Research International, 3(1): 267-277.
[19] Chiu, L.K., and Ananzeh, O.A. 2012b. Evaluating the Relationship between the Role of Promotion Tools in MIC Tourism and the Formation of the Touristic Image of Jordan. Academica Turistica-Tourism and Innovation Journal, 5(1): 59-73.
[20] Geng-Qing, Chia Hailin Qub. 2008. Examining the Structural Relationships of Destination Image, Tourist Satisfaction and Destination Loyalty: An Integrated Approach. Tourism Management, 29(4): 624 – 636. DOI: https://doi.org/10.1016/j.tourman.2007.06.007
[21] Creswell, J. 2009. Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. (3rd edition), Thousand Oaks: Sage Publications.
[22] Cronin, J.J., and Taylor, S.A. 1992. Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56: 55-68.
[23] Erbina, C.M., Garau, J., and Dios, R.M. 2010. The Tourism Revolution in the Mediterranean, 1950-2005. The European Workshop Innovation Trajectories and the Development of Tourism in Europe XVIII-XXI Centuries. Antilles: Associacion Espanola de Historia Economica.
[24] Frazier, G.L., Spekman, R. E., and O’Neal, C. 1988. Just-in-Time Exchange Systems and Industrial Marketing. Journal of Marketing, 52: 52-67.
[25] Jawabreh, O., Al Jaffal, T., Abdelrazaq, H., and Mahmoud, R. 2018. The Impact of Menus on the Customer Satisfaction in Restaurants Classified in Aqaba Special Economic Zone Authority (ASEZA), Journal of Tourism, Hospitality and Sports, 33: 29 - 39.
[26] Jawabreh, O.A. 2014. The Impact of Customer Relationship Marketing by Aqaba Economic Zone-A Case Study of Five Stars Hotels. International Journal of Academic Research in Accounting, Finance and Management Sciences, 4(1): 167-174. DOI: http://dx.doi.org/10.6007/IJARAFMS/v4-i1/583
[27] Jones, P., and Lockwood, A. 2004. The Management of Hotel Operations. Cornwall: Thomson.
[28] Kandampully, J. 1998. Service Quality to Service Loyalty: A Relationship which goes beyond Customer Services. Total Quality Management, 9(6): 431-443.
[29] Kandampully, J., and Suhartanto, D. 2000. Customer Loyalty in the Hotel Industry: The Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management, 12(6): 346-351. DOI: http://dx.doi.org/10.1108/09596110010342559
[30] Kateb, M., Swies, G., Obeidat, B., and Maqableh, M. 2015. An Investigation on the Critical Factors of Information System Implementation in Jordanian Information Technology Companies. European Journal of Business and Management, 7(36): 11 - 28.
[31] Kozak, M., and Rimmington, M. 2000. Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination. Journal of Travel Research, 38: 260 - 269.
[32] Lapidus, S.R., and Schibrowsky, J.A. 1994. Aggregate Complaint Analysis. Journal of Services Marketing, 8(4): 50-60. DOI: http://dx.doi.org/10.1108/08876049410070736
[33] Laws, E. 1995. Tourist Destination Management: Issues, Analysis, and Policies. New York: Routledge.
[34] Levine, J. 1993. Relationship Marketing. Forbes, 20 December, pp. 232-234.
[35] Luck, D., and Lancaster, G. 2003. E-CRM: Customer Relationship Marketing in the Hotel Industry. Managerial Auditing Journal, 18(3): 213 – 231.
[36] Masa’deh, R., and Kuk, G. 2007. A Causal Model of Strategic Alignment and Firm Performance. Proceedings of the 15th European Conference on Information Systems, ECIS 2007.
[37] Masa’deh, R., Gharaibeh, A., Maqableh, M., and Karajeh, H. 2013. An Empirical Study of Antecedents and Outcomes of Knowledge Sharing Capability in Jordanian Telecommunication Firms: A Structural Equation Modeling Approach. Life Science Journal, 10(4): 2284-2296.
[38] Masa’deh, R., Obeidat, B., and Tarhini, A. 2016. A Jordanian Empirical Study of the Associations among Transformational Leadership, Transactional Leadership, Knowledge Sharing, Job Performance, and Firm Performance: A Structural Equation Modelling Approach. Journal of Management Development, 35(5): 681-705.
[39] Namkung, Y., and Jang, S. 2008. Are Highly Satisfied Restaurant Customers Really Different? A Quality Perception Perspective. International Journal of Contemporary Hospitality Management, 20(2): 142-155.
[40] Okumus, B., Okumus, F., and McKercher, B. 2007. Incorporating Local and International Cuisines in the Marketing of Tourism Destinations: The Cases of Hong Kong and Turkey. Tourism Management, 28(1): 253-261.
[41] Padilla-Meléndez, A., and Garrido-Moreno, A. 2014. Customer Relationship Management in Hotels: Examining Critical Success Factors. Current Issues in Tourism, 17(5): 387 - 396.
[42] Pallant, J. 2005. SPSS Survival Manual: A Step Guide to Data Analysis Using SPSS for Windows Version 12. Chicago, Illinois: Open University Press.
[43] Parvatiyar, A., and Sheth, J.N. 2001. Customer Relationship Management: Emerging Practice, Process, and Discipline. Journal of Economic and Social Research, 3(2): 1-34.
[44] Pizam, A., and Ellis, T. 1999. Customer Satisfaction and its Measurement in Hospitality Enterprises. International. Journal of Contemporary Hospitality Management, 11(7): 326-339. DOI: http://dx.doi.org/10.1108/09596119910293231
[45] Reichheld, F.F. 1996. The Loyalty Effect. Harvard Business School Press, Boston, MA.
[46] Ryu, K., Lee, H.R., and Kim, W.G. 2012. The Influence of the Quality of the Physical Environment, Food, and Service on Restaurant Image, Customer Perceived Value, Customer Satisfaction, and Behavioral Intentions. International Journal of Contemporary Hospitality Management, 24(2): 200-223. DOI: http://dx.doi.org/10.1108/09596111211206141
[47] Sekaran, U., and Bougie, R. 2013. Research Methods for Business: A Skill-Building Approach, (6th edition), New York: Wiley.
[48] Shani, D., and Chalasani, S. 1992. Exploiting Niches Using Relationship Marketing. Journal of Consumer Marketing, 9(3): 33-42.
[49] Tauseef, A., Jawabreh, O., and Almomani, A. 2012. Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan), Asian Journal of Finance & Accounting, 4(1): 118 - 138. dx.doi.org/10.5296/ajfa.v4i1.1362.
[50] Vallen, G. K., and Vallen, J.J. 2009. Check-in Check-Out Managing Hotel Operations (8th edition ed.). New Jersey: Pearson.
[51] Xu, Y., Yen, D.C, Lin, B., and Chou, D.C. 2002. Adopting Customer Relationship Management Technology. Industrial Management & Data Systems, 102(8): 442-452. DOI: http://dx.doi.org/10.1108/02635570210445871
[52] Yoon, Y., and Uysal, M. 2005. An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model. Tourism Management, 26: 45-56.
Published
2018-06-26
How to Cite
ALANANZEH, Omar Abedalla et al.
The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City.
Journal of Environmental Management and Tourism, [S.l.], v. 9, n. 2, p. 227-240, june 2018.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/2088>. Date accessed: 04 dec. 2024.
doi: https://doi.org/10.14505//jemt.v9.2(26).02.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.