Abstract

- The study aims to investigate the impact of electronic customer relationship management on customers satisfaction of the five stars hotels in Kuwait, four dimensions of the Electronic Customer Relationship Management namely (Website design, ability to search on Website, Privacy and security, and Delivery time), the customers satisfaction was the dependent variable. The study population consisted of all of the customers of the five stars hotels in Kuwait (15) hotels. A convenience sampling was taken from customers staying in five stars hotels in Kuwait from different nationalities. To collect data from the study sample, a questionnaire was built based on the previous studies. To achieve the study objective, and test the hypotheses a statistical program SPSS was used. Results of the study indicated that Website design, Search ability on Website, Privacy and security, and Delivery time had a significant and positive impact on Customer satisfaction. Based on the study results, the researchers recommend the managers and decision makers of the five stars hotels in Kuwait to develop mechanisms to enhance the ease of use of the website of the five stars hotels in Kuwait and avoid complexity, and to focus on training their employees in communication and problem-solving skills.