The effect of customer relationship management practices on airline customer loyalty

descriptionPublicationkeyboard_double_arrow_right Article , Other literature type 01 Jan 2019Publisher:ZenodoJournal:Journal of Tourism, Heritage & Services Marketing (issn: 2529-1947,

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Authors: Marwa Salah; Mohamed A. Abou-Shouk;

doi: 10.5281/zenodo.3601668 , 10.5281/zenodo.3601669

handle: 10419/215629

The effect of customer relationship management practices on airline customer loyalty

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Abstract

Customer satisfaction and loyalty are important concerns for travel providers and have a significant role in maximizing their sales. Therefore, adopting the activities of customer relationship management could help them building strong relationships with customers. This study explores the opinions of EgyptAir passengers on customer relationship management activities adopted by the company and how this affects their satisfaction and loyalty. A questionnaire was used for data collection and structural equation modelling was employed for rigorous findings. Findings revealed a positive significant effect of shared values, bonding, commitment, trust, tangibility, and handling customer conflicts on passenger satisfaction and loyalty.

SUBMITTED: OCTOBER 2018, REVISION SUBMITTED: FEBRUARY 2019, ACCEPTED: MAY 2019, REFEREED ANONYMOUSLY, PUBLISHED ONLINE: 30 NOVEMBER 2019

Related Organizations

Cairo University
Egypt
Fayoum University
Egypt
University of Sharjah
United Arab Emirates

Keywords

air traffic, Ägypten, Economics, CRM; Airlines; loyalty, EgyptAir, 20400, Satisfaction, Tourismus, HF5410-5417.5, Kundenbindung, crm, customer relationship management, Management. Industrial management, L93, egyptair, egypt, [SHS.ECO] Humanities and Social Sciences/Economics and Finance, Marketing, L14, airlines, ddc:330, 10900, satisfaction, Wirtschaft, Airlines, Marketing. Distribution of products, Zufriedenheit, 40200, HD28-70, N37, Luftverkehr, loyalty, CRM, marketing, tourism, Egypt, [SHS.GESTION] Humanities and Social Sciences/Business administration, customer ties, ddc: ddc:330

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