Hotel establishments’ view towards customer relationship management: The example of Isparta

The purpose of this study is to explain the management aspects of the hotel management to the management of the customer relationship, works carried out and the present situation of the customer relationship management in the hotel business. For this purpose, the managers of the three stars and below hotels located in the city center of Isparta have been identified as the target audience. Based on the semi-structured interview technique with the target group, the customer relationship management of the hotels in Isparta was analyzed by descriptive and systematic analysis method. As a result of the analysis of the interviews, the hotel managers stated that the satisfaction of the hotel customers will create customer loyalty. As a result of the analysis of the interviews, the hotel managers stated that the satisfaction of the hotel customers will create customer loyalty. Managers have also stressed that customer satisfaction and loyalty together with the facilitation of the profitability and growth targets of the most basic purposes of the hotel enterprises are facilitated