RP-Department of Economic Theory

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Technology Infrastructure: a Customer Relationship Management Dimension in Maintaining Customer Loyalty
(ijecm, 2017) Kangu, Maureen; Wanjau, Kenneth Lawrence; Kosimbei, George; Arasa, Robert
With intense competition among hotels, the study sought to assess the influence of technology infrastructure on customer loyalty as a strategy in Customer Relationship Management (CRM) in the hotel industry in Kenya. The study used the non-experimental cross-sectional survey design. A total of 147 hotels listed in the Kenya Association of Hotel Keepers and Caterers (KAHC) guide 2014 were studied. A census sampling technique was used. The respondents comprised of 147 customer relationship managers or equivalent. Semi structured questionnaires were used to collect primary data. Qualitative and quantitative techniques were used to analyze the data. The findings indicated that the hotel industry had effective technology infrastructure and that technology facilities were a key determinant of customer loyalty. The study concluded that technology infrastructure in the hotel sub sector in Kenya were key determinants to customer loyalty. The study recommends that the hotel management ensures that the hotels are upgraded with the technological changes taking place in the whole world; the management conducts a market survey of the technological facilities in use in other hotels so as to minimize high competition from the competition.