Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality

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Arab Mahbubeh; Shirkhodaei Meysam; Aligolifiroozjaii Fatemeh

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Journal: Tourism Management Studies Year:2019 | Volume:14 | Issue:45 Page(s): 167-192

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Title

Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality

Author(s)

Arab Mahbubeh | Shirkhodaei Meysam | Aligolifiroozjaii Fatemeh | Issue Writer Certificate

Keywords

Customer ValueQ1

Customer SatisfactionQ2

Service QualityQ2

Quality of Customer Relationship ManagementQ1

Customer LoyaltyQ2

Abstract

In the tourism industry, maintenance of the customer is critical to the growth of the organization; therefore, the purpose of the study was to evaluation the relationship between the three variables of Service Quality, Customer Satisfaction and Customer Value as independent variable and Customer Loyalty as an associated variable that is examined by the role of mediator of customer relationship management. This research method is an applied type research conducted by a descriptive survey method. Data were collected from customers at a Tourist Recreation Complex Mizban Babolsar it Systematic random sampling. The results of the research with structural equations showed that the relationship between customer relationship management quality and Customer Loyalty is positive and significant. Also, the relationship between quality of service, Customer Satisfaction and Customer Value is positive and significant in terms of the role of mediator of customer relationship management.

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APA: Copy

Arab, Mahbubeh, Shirkhodaei, Meysam, & Aligolifiroozjaii, Fatemeh. (2019). Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), 14(45 ), 167-192. SID. https://sid.ir/paper/202555/en

Vancouver: Copy

Arab Mahbubeh, Shirkhodaei Meysam, Aligolifiroozjaii Fatemeh. Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality. TOURISM MANAGEMENT STUDIES (TOURISM STUDIES)[Internet]. 2019;14(45 ):167-192. Available from: https://sid.ir/paper/202555/en

IEEE: Copy

Mahbubeh Arab, Meysam Shirkhodaei, and Fatemeh Aligolifiroozjaii, “Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality,” TOURISM MANAGEMENT STUDIES (TOURISM STUDIES), vol. 14, no. 45 , pp. 167–192, 2019, [Online]. Available: https://sid.ir/paper/202555/en

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