مجلة الاقتصاد وادارة الاعمال
Volume 9, Numéro 2, Pages 21-42
2025-12-20
The Impact Of Customer Journey Management On Customer Experience In Travel Agencies
Authors : Attouchi Manel . Bouattoura Lyna .
Abstract
This paper aims to investigate the influence of customer journey management on customer experience in travel agencies taking Liledo Travel as a study case via a survey to its clients; the hypotheses were tested by applying simple linear regression model. The results show that that customer journey personalization affects customer experience positively & significatively. In addition, technological tools and unified communication has a positive impact on customer experience. Therefore, travel agencies that successfully master this management advantageously position themselves in a competitive market by retaining their clientele and attracting new customers through positive recommendations and satisfaction, so it is necessary to incorporate technologies in order to enhance customer experience through real-time assistance and recommendations based on personal taste.
Keywords
customer journey ; customer experience ; travel ; regression
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