ICAR Research Data Repository for Knowledge Management
“A study of customer relationship management (CRM) practices followed by the hotel industry in Ludhiana
KrishiKosh
View Archive Info| Field | Value | |
| Title |
“A study of customer relationship management (CRM) practices followed by the hotel industry in Ludhiana
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| Creator |
Harsihal
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| Contributor |
banga
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| Subject |
hotel
friends and relatives |
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| Description |
The present research was undertaken to study the Customer Relationship Management (CRM) practices followed by selected hotels in Ludhiana and to study the customer satisfaction with respect to the CRM practices followed by the selected Hotels. For the purpose of the study, a sample of 10 hotels were selected from the list obtained from Restaurant and Hotel Association of Ludhiana on random basis and 150 customers were selected on basis of convenience. The managers/owners of the hotel and customers were contacted to satisfy the objective of the study. It was found that most of the managers had a positive attitude towards CRM practices and the most common activities undertaken were studying the existing database of the customers and personal counseling. The benefits of CRM are increased customer satisfaction and increased customer loyalty. The customers were also satisfied with the CRM practices to some extent and referred the hotel to friends and relatives.
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| Date |
2017-01-20T12:11:59Z
2017-01-20T12:11:59Z 2011 |
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| Type |
Thesis
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| Identifier |
http://krishikosh.egranth.ac.in/handle/1/97321
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| Language |
en
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| Format |
application/pdf
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| Publisher |
Punjab Agricultural University
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