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The Impact of Customer Relationship Management on Tourist Satisfaction The Case of Radisson Blue Resort in Aqaba City

Author

Listed:
  • Omar ALANANZEH

    (Faculty of Tourism and Hotel Management Yarmouk University Jordan)

  • Ra ed MASA'DEH

    (School of Business University of Jordan Amman Jordan)

  • Omar JAWABREH

    (Faculty of Tourism and Hospitality University of Jordan Amman Jordan)

  • Ali MAHMOUD

    (Faculty of Tourism and Hospitality University of Jordan Amman Jordan)

  • Randa HAMADA

    (Faculty of Tourism and Hospitality University of Jordan Amman Jordan)

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

Suggested Citation

  • Omar ALANANZEH & Ra ed MASA'DEH & Omar JAWABREH & Ali MAHMOUD & Randa HAMADA, 2018. "The Impact of Customer Relationship Management on Tourist Satisfaction The Case of Radisson Blue Resort in Aqaba City," Journal of Advanced Research in Management, ASERS Publishing, vol. 9(2), pages 227-240.
    • Handle: RePEc:srs:jemt00:v:9:y:2018:i:2:p:227-240
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    Cited by:

    1. repec:jso:coejss:v:8:y:2019:i:1:p:90.105 is not listed on IDEAS
    2. Shawabkeh, Yazan Taher & AL-Lozi, Musa & Masa'deh, Ra'ed, 2019. "Der Einfluss von organisatorischer Gerechtigkeit auf das berufliche Engagement in den jordanischen Ministerien [The Influence of Organizational Justice on Job Commitment in the Jordanian Ministries," MPRA Paper 93582, University Library of Munich, Germany.
    3. repec:jso:coejss:v:8:y:2019:i:1:p:106.138 is not listed on IDEAS
    4. Nassar Mousa Nassar & Ali Falah Al Zoubi, Dr., 2018. "The Impact of the Restaurants Services Quality on Customers Satisfaction in Aqaba Special Economic Zone Authority (ASEZA)," Journal of Social Sciences (COES&RJ-JSS), , vol. 7(2), pages 157-171, April.
    5. Shaker Habis Nawafleh & Prof. Dr. Suleiman Al-Khattab, 2019. "The Impact of Marketing Innovation on Customer Satisfaction in Aqaba Special Economic Zone Authority," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 399-417, July.
    6. Yazan Taher Shawabkeh & Musa Al-Lozi & Ra’ed Masa’deh, 2019. "The Influence of Organizational Justice on Job Commitment in the Jordanian Ministries," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 230-269, April.
    7. Raid Mohammad JumahAwad Al –Kderat, 2019. "Impendent of the study of vocational education in vocational secondary schools in the city of Aqaba from the point of view of students," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 418-433, July.
    8. Qusay Q. Khaleefah & Omar A. Jawabreh & Bashar M. Al Najdawi & Rami Muneer Mahmoud, 2018. "Why Arab Societies do not Encourage the Work of Their Members in Hotels?," Modern Applied Science, Canadian Center of Science and Education, vol. 12(11), pages 259-259, November.

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