Document Type : Original Article
flat no. 202 - Sunny Vesta Clourt - Nikou Kazantzaki street 17 Oroklini
Department of Management, North Tehran Branch, Islamic Azad University, Tehran, Iran
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.