The Mediating Effect of Service Quality on The Relationship between Customer Relationship Management and Hotel Performance in Davao Region, Philippines
Asian Journal of Economics, Business and Accounting · pp. 74–94 · Published 30 Oct 2024
10.9734/ajeba/2024/v24i111543Abstract
This study determined the mediating effect of service quality on the relationship between customer relationship management and hotel performance in Davao region. The descriptive correlational research design was utilized in this study with a sample of 150 hotel employees who are selected using random sampling technique. Sets of validated adapted survey questionnaires were used in obtaining data from the respondents which was distributed and collected in both online and face to face method. The data were analyzed using the Mean, Pearson-r, multiple regression analysis and med graph using Sobel z-test. The results revealed that the levels of customer relationship management, hotel performance, service quality are evident most of the time. Moreover, significant relationship existed between these variables. Lastly, a significant partial mediation of service quality on the relationship between customer relationship management and hotel performance in Davao region was proven in the study.
Cited by 1
Oscar Jr P Alicarte, Maria Rina T Quliestino · International Journal of Tourism and Hotel Management · 2025
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