Browsing by Author "El Sheikh, Samia"

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    Factors affecting pre-visit destination image: application on the Grand Egyptian Museum (GEM)
    (Emerald, 2020-06) El Sheikh, Samia
    Purpose –Thepurpose of this study is to investigate through an empirical research the factors that would attract visitors to heritage and cultural sites as museums applied on theGrand Egyptian Museum (GEM). The paper aims to study the impact of the proposed attraction features learning/knowledge, museum facilities, fun/entertainment and socializing and accessibility/location on pre-visit destination image. Design/methodology/approach –The author started by a thorough literature review to arrive to the suggested conceptual model, which is tested by adopting a quantitative approach where data were collected using a self-administered questionnaire from a convenient sample of 300 respondents with 90% response rate andusedpartial least squares –structure equation modelling using Smart PLSv.3.2.8. Findings –Theresultsshowthatthreeofthetestedfactors wereaccepted andonewas rejected. Practical implications –Management of GEM, which will be one of the biggest museums world-wide, can makeuseoftheempiricalresults of this research to enhance their understanding of thefactors thatimpact pre-visit destination image, and thus, most attract visitors to justify the budget set in this huge project and achieve highest visitation and revenue Originality/value –This research deals with a new museum that has not opened its doors yet and will start functioning in late 2020, and thus, the pre-visit image of the museum is not based on previous experience of visitors but rather on secondary sources as messages sent to visitors based on attraction features, while mostpreviousstudiesdealt with post-visit image of museums
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    The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)
    (Alexandria Univesity, 2020-09) El Sheikh, Samia; Halim, Yasser Tawfik; Hamdy, Hosny; Hamdy, Mohamed Adel
    Many businesses and service providers including hotels realize the significance of Customer Relationship Management (CRM) and its potential to help them gain new customers, retain existing customers, and maximize their lifetime value. This study aims to explore the relationship between CRM and customer perceived value (CPV), and their impact on customer perceived satisfaction and loyalty towards hotels in Egypt. The study clarifies the need for hotels to strengthen their business relationship with their customers as it is considered a strategic step for the growth and competitiveness of hotels. The contribution of this research is to help managers of hotels to better understand the real value of CRM and if it is really worth the large amounts of money that are put in it. Moreover, the study further added the investigation of whether CPV mediates the relationship between CRM and customer satisfaction/loyalty or not. The researchers adopted a quantitative approach that started with a comprehensive literature review of the main marketing concept of CRM and its alleged outcomes of customer perceived value (CPV), satisfaction and loyalty. This was followed by designing a conceptual model to answer the research questions. Next, primary data was gathered using self- administered questionnaires to collect quantitative data from several branches of one 5-star hotel in Egypt based