Efficient e-Marketing in Tourism through a Novel Customer Relationship Management Model

Abstract

This paper proposes an efficient customer relationship management model based on technological convergence of emerging next generation networks, such as interactive digital television and network multimedia systems. The proposed research approach is exploited in tourism sector for effective destination management, enabling for personalized e-marketing strategies and facilitating marketers to accomplish optimum marketing data analysis. The proposed research approach is evaluated for its applicability and usefulness by interviewing a sample of Destination Marketing Organization managers. The findings of this research provide useful practical implications.

The Role of e-marketing and Customer Oriented on Business Performance Through Customer Loyalty and Hotels Competitive Advantage

“…Based on the results of data analysis using SmartPLS obtained p value 0.149> 0.050 so it can be concluded that Customer Oriented has no significant effect on Business Performance through Customer Loyalty, an increase in the Customer Oriented variable will have an insignificant effect on increasing the Business Performance variable and a decrease in the Customer Oriented variable will have an effect not significant to the decrease in the Business Performance variable through Customer Loyalty. This result is not in line with the research conducted by Tsiotsou et al (2011);Trihas et al (2013) that Customer Oriented has a positive and significant effect on Business Performance through Customer Loyalty…”

“…Based on the results of data analysis using SmartPLS obtained p value 0.393 > 0.050 so it is concluded that e-marketing has no significant effect on Customer Loyalty, an increase in emarketing variable will have an insignificant effect on increasing customer loyalty variables and decreasing e-marketing variables will have an effect not significant to the decrease in customer loyalty variable. This result is not in line with the research conducted by Sheikh et al (2018); Tsiotsou et al (2011);Trihas et al ( 2013) that emarketing has a positive and significant effect on Customer Loyalty.…”

“…will have an insignificant effect on the decrease in the Business Performance variable through Customer Loyalty. This result is not in line with the research conducted by Singh et al (2018); Sheikh et al (2018); Tsiotsou et al (2011);Trihas et al (2013) that e-marketing has a positive and significant effect on Business Performance through Customer Loyalty…”

“…Competitive Advantage Theory by Tsiotsou et al (2011);Trihas et al (2013) stated that Customer Oriented will have a positive influence on increasing customer loyalty. According to research conducted by Kandampully et al (2000).…”

“…Competitive Advantage Theory by Sheikh et al (2018); Tsiotsou et al (2011);Trihas et al (2013) stated that Customer Oriented will have a positive influence on increasing Business Performance. According to research conducted by Sheikh et al (2018); Tsiotsou et al (2011);Trihas et al (2013) stated that an increase in Customer Oriented will encourage an increase in the Business Performance variable. While the research conducted by Hua et al (2019) states that an increase in the Customer Oriented variable will encourage an increase in the Business Performance variable.…”