Technology Infrastructure: a Customer Relationship Management Dimension in Maintaining Customer Loyalty
Loading...
Date
2017
Authors
Kangu, Maureen
Wanjau, Kenneth Lawrence
Kosimbei, George
Arasa, Robert
Journal Title
Journal ISSN
Volume Title
Publisher
ijecm
Abstract
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.
Description
article
Keywords
Customer Relationship Management, Customer Loyalty, Technology, Strategy, Competition
Citation
Kangu, M., Kenneth, L. W., George, K., & Robert, A. (2017). Technology infrastructure: A customer relationship management dimension in maintaining customer loyalty. International Journal of Economics, Commerce and Management, (5).