Customer Relationship Management in the Hospitality Industry: An Empirical Study of Hotels in Agra
DOI:
https://doi.org/10.59436/prvjeh49Keywords:
Customer Relationship Management, Hospitality Industry, Hotels in Agra, Customer Satisfaction, Repeat Patronage, LoyaltyAbstract
industry, significantly impacting customer satisfaction, loyalty, and business performance. This study aims to explore the implementation and effectiveness of CRM practices in the hotel sector of Agra, a prime tourist destination. Through empirical research, it investigates how hotels manage customer relationships to enhance repeat patronage and foster long-term relationships. The research utilizes quantitative and qualitative methodologies to assess the role of CRM systems in improving guest satisfaction and retention. The findings suggest that well-executed CRM strategies contribute to the growth of customer loyalty, brand reputation, and overall operational success in the hospitality industry
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