The impact of information technology on customer relationship management : case study : travel agencies in Batna

Abstract EN

This research paper aims to investigate the availability of information technology within travel agencies in the city of Batna, and its impact on customer relationship management.

Data was collected from nineteen travel agencies through a questionnaire designed for the purpose of the study, this latter used descriptive statistic methods to interpret the data and to test the hypothesis which aims to analyze and detect the relationship between the direct influence of information and technology and the customer relationship management.

The findings showed that there is no relation or impact of information and communication technology on customer relationship management.

A set of recommendation was provided.