دور إدارة علاقات الزبائن في تحقيق ولاء النزلاء في المؤسسات الفندقية - بالتطبيق على فندق الرياض بالجزائر العاصمة

الملخص EN

The purpose of this study is to learn about the role of CRM in the loyalty of inmates in hotel establishments by examining the impact of customer relations management in its dimensions (focusing on profitable inmates, satisfaction with inmates, repeated purchases) as an independent variable and the loyalty of inmates as a follow-on variable.

100 items were targeted as a purpose sample at the Riyadh Hotel in Algiers through the formulation of a questionnaire designed for research purposes.

The SPSSv24 was used for data processing and analysis.

The results of the research after the statistical treatment found that CRM contributed significantly to the loyalty of the inmates of the Riyadh Hotel, Sidi Fredj, and that the study variables (focusing on the gainfully paid inmates, the satisfaction of the inmates, repeated purchases) had a statistically significant positive effect on the achievement and earning of the loyalty of the inmates.