مجلة المنتدى للدراسات والابحاث الاقتصادية
Volume 8, Numéro 1, Pages 171-185
2024-06-29
The Impact Of Website Quality On Customer Relationship Management -a Case Study Of Tripadvisor Website-
Authors : Merzougui kawkeb . Gat Salim .
Abstract
Abstract: The aim of this study is to investigate the impact of website quality in its three dimensions: information quality, system quality, and electronic service quality, on customer relationship management. The case study selected for this research is TripAdvisor, a website in the travel and tourism industry. To achieve the study objectives, a questionnaire was utilized as a data collection tool. A total of 117 questionnaires were analyzed using the Statistical Package for the Social Sciences (SPSS) v19. The study revealed that the dimensions of website quality have an influence on customer relationship management, especially system quality and the quality of electronic services provided on the website. Key Words: Website, website quality, customer relationship management, E-CRM, TripAdvisor company. JEL Classification: M30، M31، O140
Keywords
Website ; website quality ; customer relationship management ; E-CRM ; TripAdvisor company
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