Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants
El Gohary, Y., Elshaer, I., Shehata, A., El -Zoghbi, M. (2019). Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants. EKB Journal Management System, 16(1), 222-231. doi: 10.21608/jaauth.2019.57536
Yasser El Gohary; Ibrahim Elshaer; Ali El sayed Shehata; Mohamed Sayed El -Zoghbi. "Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants". EKB Journal Management System, 16, 1, 2019, 222-231. doi: 10.21608/jaauth.2019.57536
El Gohary, Y., Elshaer, I., Shehata, A., El -Zoghbi, M. (2019). 'Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants', EKB Journal Management System, 16(1), pp. 222-231. doi: 10.21608/jaauth.2019.57536
El Gohary, Y., Elshaer, I., Shehata, A., El -Zoghbi, M. Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants. EKB Journal Management System, 2019; 16(1): 222-231. doi: 10.21608/jaauth.2019.57536

Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants

Journal of Association of Arab Universities for Tourism and Hospitality
Article 22, Volume 16, Issue 1, June 2019, Page 222-231  XML PDF (299.71 K)
Document Type: Original Article
DOI: 10.21608/jaauth.2019.57536
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Authors
Yasser El Gohary1; Ibrahim Elshaer2; Ali El sayed Shehataorcid 3; Mohamed Sayed El -Zoghbi4
1Hotels studies department, faculty of tourism and hotels, Suez canal university
2Management department- School of Business- King Faisal University- KSA; Assistant professor- Faculty of tourism and hotels- Suez Canal University- Egypt
3Hotels studies department, faculty of tourism and hotels, Suez Canal University
4Hotel studies department, faculty of tourism and hotel, Suez Canal University
Abstract
The aim of this study was to evaluate the Customer Relationship Management practices by determining its effect on the performance through a sample of study on some Egyptian restaurants, (43). The questionnaire was adopted for the collection of data. Various statistical methods were used (SPSS. No 2). Hypotheses were tested using simple and multiple regressions, averages, and standard deviations. The results showed that the level of CRM practice was high in most dimensions (customer orientation, CRM organization, customer knowledge management, technology based CRM). The performance level was also high.
The study revealed the presence of statistically significant relationship (α ≤ 0.05) between (CRM) and the performance of some restaurants. The most important recommendations of this study were Customer needs should be given top priority in restaurant strategies; it is essential to implement CRM practices in all the dimensions
Keywords
Customer Relationship Management; performance; Customer orientation
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