Impact of E-marketing Tools on Customer Satisfaction during Covid-19: A Case of Five-Star Hotels in Erbil City, Iraq

Abstract

This research aimed to study the role of electronic marketing in five-star hotels in achieving customer satisfaction in times of crisis, specifically focusing on the Corona virus (Coved-19) crisis. How people make or cancel reservations at five-star hotels in Erbil city of Iraq is changed as well. And finding out how electronic services at these hotels correlate with satisfaction of the hotel guests. This research studied Search Engine Optimization (SEO), Social Media pages, and website design of the hotels and how these tools impact their customer satisfaction. Data was gathered from 100 guests of these hotels and was analyzed via SPSS. The results show strong and positive correlation between SEO and website design with customer satisfaction. Social media moderately and positively correlates with customer satisfaction.