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Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin

Purpose – The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile CRM services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in hotel industry. Design/Methodology/Appr...

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Bibliographic Details
Main Author: Jamaluddin, Marzita
Format: Thesis
Language:English
Published: 2013
Subjects:
Industry
Customer services. Customer relations
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:http://ir.uitm.edu.my/id/eprint/38223/1/38223.pdf
http://ir.uitm.edu.my/id/eprint/38223/
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id my.uitm.ir.38223
record_format eprints
spelling my.uitm.ir.382232020-12-10T01:04:10Z http://ir.uitm.edu.my/id/eprint/38223/ Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin Jamaluddin, Marzita Industry Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service Purpose – The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile CRM services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in hotel industry. Design/Methodology/Approach – A total of 108 respondents were participated in answering questionnaires. Findings – The findings reveal that all hypothese were suppored and perceived trust is regarded as the most important intention to use mobile CRM in hotel industry. 2013-12 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/38223/1/38223.pdf Jamaluddin, Marzita (2013) Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin. Degree thesis, Universiti Teknologi MARA Cawangan Kelantan.
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Industry
Customer services. Customer relations
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
spellingShingle Industry
Customer services. Customer relations
Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Jamaluddin, Marzita
Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
description Purpose – The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile CRM services and identify factors that can be used for making better mobile customer relationship management (mobile CRM) services in hotel industry. Design/Methodology/Approach – A total of 108 respondents were participated in answering questionnaires. Findings – The findings reveal that all hypothese were suppored and perceived trust is regarded as the most important intention to use mobile CRM in hotel industry.
format Thesis
author Jamaluddin, Marzita
author_facet Jamaluddin, Marzita
author_sort Jamaluddin, Marzita
title Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
title_short Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
title_full Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
title_fullStr Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
title_full_unstemmed Intention to use mobile customer relationship management (mcrm) in hotel industry / Marzita Jamaluddin
title_sort intention to use mobile customer relationship management (mcrm) in hotel industry / marzita jamaluddin
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/38223/1/38223.pdf
http://ir.uitm.edu.my/id/eprint/38223/
_version_ 1687396690070339584
score 13.209306

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