Journal article | Zeitschriftenartikel
The effect of customer relationship management practices on airline customer loyalty
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.
- ISSN
-
2529-1947
- Extent
-
Seite(n): 11-19
- Language
-
Englisch
- Notes
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Status: Veröffentlichungsversion; begutachtet (peer reviewed)
- Bibliographic citation
-
Journal of Tourism, Heritage & Services Marketing, 5(2)
- Subject
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Wirtschaft
Marketing
Ägypten
Tourismus
Luftverkehr
Zufriedenheit
Marketing
Kundenbindung
- Event
-
Geistige Schöpfung
- (who)
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Salah, Marwa
Abou-Shouk, Mohamed A.
- Event
-
Veröffentlichung
- (when)
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2019
- DOI
- URN
-
urn:nbn:de:0168-ssoar-66331-7
- Rights
-
GESIS - Leibniz-Institut für Sozialwissenschaften. Bibliothek Köln
- Last update
-
21.06.2024, 4:27 PM CEST
Data provider
This object is provided by:
GESIS - Leibniz-Institut für Sozialwissenschaften. Bibliothek Köln. If you have any questions about the object, please contact the data provider.
GESIS - Leibniz-Institut für Sozialwissenschaften. Bibliothek Köln. If you have any questions about the object, please contact the data provider.
Object type
- Zeitschriftenartikel
Associated
- Salah, Marwa
- Abou-Shouk, Mohamed A.
Time of origin
- 2019
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