Document Type : Original Article

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1 flat no. 202 – Sunny Vesta Clourt – Nikou Kazantzaki street 17 Oroklini

2 Department of Management, North Tehran Branch, Islamic Azad University, Tehran, Iran

Received: 30 March 2021                Accepted: 16 May 2021                  Published: 03 June 2021

 10.22034/JHI.2021.266671.1018                                                                        XML Files


This study aims at examining the role of electronic customer relationship management in the tourism industry. The research method was descriptive-correlational. The statistical population was the employees of tourism companies, institutions, activists, and enthusiasts in Tehran. 300 people were selected as a sample, and 189 questionnaires were examined. To collect data, a questionnaire was used. Data were analyzed using structural equation modeling. The findings showed a relationship between the E-CRM system components (including system quality, information quality, service quality) and customer satisfaction in the tourism industry.