The role of electronic customer relationship management in the tourism industry using structural equation modeling

This study aims at examining the role of electronic customer relationship management in the tourism industry. The research method was descriptive-correlational. The statistical population was the employees of tourism companies, institutions, activists, and enthusiasts in Tehran. ۳۰۰ people were selected as a sample, and ۱۸۹ questionnaires were examined. To collect data, a questionnaire was used. Data were analyzed using structural equation modeling. The findings showed a relationship between the E-CRM system components (including system quality, information quality, service quality) and customer satisfaction in the tourism industry.

کلیدواژه ها:

Tourism ، Electronic Communication ، Industry ، Service Quality ، Crm ، E-Crm