Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island
The aim of this study is to evaluate by using the more recent and popular marketing strategy or concept that is customer relationship management's impact on tourist satisfaction, loyalty, and retention of a specific, attractive, and amazing tourism destination: Saint Martin island. By reviewing...
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ftrepec:oai:RePEc:igg:jcrmm0:v:12:y:2021:i:3:p:20-37 2024-04-14T08:14:44+00:00 Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island Syed Moudud-Ul-Huq Runa Akter Md. Shahed Mahmud Noman Hasan http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2021070102 unknown http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2021070102 article ftrepec 2024-03-19T10:41:02Z The aim of this study is to evaluate by using the more recent and popular marketing strategy or concept that is customer relationship management's impact on tourist satisfaction, loyalty, and retention of a specific, attractive, and amazing tourism destination: Saint Martin island. By reviewing the literature, the authors develop a proposed model and for testing this model based on data collected from 328 respondents using online media. They use PLS-SEM SmartPLS3.2.1 software. The outcome of the analysis reveals that customer relationship management (CRM) has a significant positive impact on tourist satisfaction and loyalty but failed to show a relationship with tourist retention. On the other hand, tourist satisfaction has a positive relationship with loyalty and retention whereas loyalty has a significant impact on retaining tourists. Article in Journal/Newspaper Martin Island RePEc (Research Papers in Economics) Martin Island ENVELOPE(56.967,56.967,-66.733,-66.733) |
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Open Polar |
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RePEc (Research Papers in Economics) |
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unknown |
description |
The aim of this study is to evaluate by using the more recent and popular marketing strategy or concept that is customer relationship management's impact on tourist satisfaction, loyalty, and retention of a specific, attractive, and amazing tourism destination: Saint Martin island. By reviewing the literature, the authors develop a proposed model and for testing this model based on data collected from 328 respondents using online media. They use PLS-SEM SmartPLS3.2.1 software. The outcome of the analysis reveals that customer relationship management (CRM) has a significant positive impact on tourist satisfaction and loyalty but failed to show a relationship with tourist retention. On the other hand, tourist satisfaction has a positive relationship with loyalty and retention whereas loyalty has a significant impact on retaining tourists. |
format |
Article in Journal/Newspaper |
author |
Syed Moudud-Ul-Huq Runa Akter Md. Shahed Mahmud Noman Hasan |
spellingShingle |
Syed Moudud-Ul-Huq Runa Akter Md. Shahed Mahmud Noman Hasan Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
author_facet |
Syed Moudud-Ul-Huq Runa Akter Md. Shahed Mahmud Noman Hasan |
author_sort |
Syed Moudud-Ul-Huq |
title |
Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
title_short |
Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
title_full |
Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
title_fullStr |
Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
title_full_unstemmed |
Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island |
title_sort |
impact of customer relationship management on tourist satisfaction, loyalty, and retention: saint martin's island |
url |
http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2021070102 |
long_lat |
ENVELOPE(56.967,56.967,-66.733,-66.733) |
geographic |
Martin Island |
geographic_facet |
Martin Island |
genre |
Martin Island |
genre_facet |
Martin Island |
op_relation |
http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2021070102 |
_version_ |
1796312966872694784 |