Müşteri İlişkisi Yönetiminde Internet Kullanımı: Seyahat Acentelerinde Bir Uygulama

On this study, the approach of the travel agents to the Internet usage upon the Customer Relations Management has been described. The importance of Internet in the process of Customer Relations development has been pointed out, the dimensions of the advantages that the travel agencies benefited from the use of Internet during the business processes have been examined and a questionnaire has been forwarded to 75 travel agencies classified as Group A. The outcomes of the research have proven that 52 travel agencies were using Internet efficiently during their business course. The data obtained from these 52 companies have been evaluated through Factor Analysis technique. Thus, it has been determined that the participated companies were customeroriented, there was a compromise between them in thinking that communication services and digital products need to be offered in accordance with the demands of the customers. They also agreed that Internet was offering gorgeous opportunities in setting up relations with the individual clients.