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Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach

Today, the hotel industry is deviating from their traditional way of doing business and is now becoming more customers focused aimed at developing a positive and satisfying relationship with their customers.Information technology (IT) is the most significant factor that is helping the management of...

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Main Authors: Hassan, Mohamad Ghozali, Hussain, Fawad, Rahman, Mihraj Begum Saibu
Format: Article
Language:English
Published: Universiti Utara Malaysia Press 2013
Subjects:
T Technology (General)
Online Access:http://repo.uum.edu.my/10388/1/MG1.pdf
http://repo.uum.edu.my/10388/
http://jict.uum.edu.my/index.php/currentissues/viewcategory/19-jict-vol-12-2013
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spelling my.uum.repo.103882016-04-18T04:20:20Z http://repo.uum.edu.my/10388/ Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach Hassan, Mohamad Ghozali Hussain, Fawad Rahman, Mihraj Begum Saibu T Technology (General) Today, the hotel industry is deviating from their traditional way of doing business and is now becoming more customers focused aimed at developing a positive and satisfying relationship with their customers.Information technology (IT) is the most significant factor that is helping the management of hotel industry to lower costs, increase operational excellences with profitability and give value to customer’s time.Malaysian hotel industry is based on Malaysian customer, culture involving a specific way of treating customers.The competitive advantage in this industry is based on the time and cost factors, which worries the customer and the hotel management.Information technology has helped the entire industry to prevent the wastage of resources and time by fulfilling optimum customer needs and demands.This paper is an attempt to explore the customer relationship management and IT related issues in three star rated hotels in the state of Penang, Malaysia.This paper would contribute as a useful guide to three star hotels, giving them some valuable information on what the customer expectations are in terms of CRM and IT facilities and if they are duly met then services and operational issues shall not occur.The significance of this case study includes providing a scope for three star rating hotels to improve their IT based activities to influence service quality and reduce the weaknesses, through availing opportunities and to strengthen their position in the industry. Universiti Utara Malaysia Press 2013 Article PeerReviewed application/pdf en http://repo.uum.edu.my/10388/1/MG1.pdf Hassan, Mohamad Ghozali and Hussain, Fawad and Rahman, Mihraj Begum Saibu (2013) Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach. Journal of Information and Communication Technology (JICT), 12 (2013). pp. 21-37. ISSN 1675-414X http://jict.uum.edu.my/index.php/currentissues/viewcategory/19-jict-vol-12-2013
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic T Technology (General)
spellingShingle T Technology (General)
Hassan, Mohamad Ghozali
Hussain, Fawad
Rahman, Mihraj Begum Saibu
Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
description Today, the hotel industry is deviating from their traditional way of doing business and is now becoming more customers focused aimed at developing a positive and satisfying relationship with their customers.Information technology (IT) is the most significant factor that is helping the management of hotel industry to lower costs, increase operational excellences with profitability and give value to customer’s time.Malaysian hotel industry is based on Malaysian customer, culture involving a specific way of treating customers.The competitive advantage in this industry is based on the time and cost factors, which worries the customer and the hotel management.Information technology has helped the entire industry to prevent the wastage of resources and time by fulfilling optimum customer needs and demands.This paper is an attempt to explore the customer relationship management and IT related issues in three star rated hotels in the state of Penang, Malaysia.This paper would contribute as a useful guide to three star hotels, giving them some valuable information on what the customer expectations are in terms of CRM and IT facilities and if they are duly met then services and operational issues shall not occur.The significance of this case study includes providing a scope for three star rating hotels to improve their IT based activities to influence service quality and reduce the weaknesses, through availing opportunities and to strengthen their position in the industry.
format Article
author Hassan, Mohamad Ghozali
Hussain, Fawad
Rahman, Mihraj Begum Saibu
author_facet Hassan, Mohamad Ghozali
Hussain, Fawad
Rahman, Mihraj Begum Saibu
author_sort Hassan, Mohamad Ghozali
title Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
title_short Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
title_full Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
title_fullStr Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
title_full_unstemmed Exploring usefulness of CRM and IT in Malaysian hotel industry: A qualitative approach
title_sort exploring usefulness of crm and it in malaysian hotel industry: a qualitative approach
publisher Universiti Utara Malaysia Press
publishDate 2013
url http://repo.uum.edu.my/10388/1/MG1.pdf
http://repo.uum.edu.my/10388/
http://jict.uum.edu.my/index.php/currentissues/viewcategory/19-jict-vol-12-2013
_version_ 1644280352064143360
score 13.211869

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