Assessing CRM strategies and their effect on customer satisfaction in Johor’s hospitality industry

Customer satisfaction is a critical challenge in the hospitality industry, where hotels face rising consumer expectations and intense competition. While Customer Relationship Management (CRM) offers a strategic solution, many hotels underutilise CRM dimensions—customer orientation, CRM organisation,...

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Bibliographic Details

Main Authors:	Abu Seman, Noor Aslinda, Mohd Fauzi, Nurul Hafizah, Mohamad, Arifha
Format:	Article
Language:	en
Published:	UiTM Press 2025
Subjects:	Customer services. Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/118477/1/118477.pdf https://ir.uitm.edu.my/id/eprint/118477/ https://smrj.uitm.edu.my/
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