Impact of demographic variables on customer relationship management: A study of five star and five star deluxe hotels in NCR

Customer relationship management is one of the most significant and burgeoning topic these days. Customer relationship management if implemented successfully helps in creating competitive advantage, increases profitability, creates a special bond with the customer and also leads to customer satisfaction and further helps in customer retention. In this paper researcher has made an attempt to see the impact of various demographic variables like gender, age, background, education, occupation and purpose of visit on customer relationship. Data was collected through a questionnaire designed to see the impact of these demographic variables on customer relationship management. Cross tabulation and Pearson Chi-Square test was applied to see the relationship between the demographic variables and customer relationship management and it was found that there is a significant relationship between all the demographic variables and customer relationship management.