Impact of Customer Relationships Management on Customer Services: Customer Satisfaction as Mediating

  • Azmi Halasa, Ahmad Tawfig Alradaideh, Belal Mohammad Zaqaibeh, Ahmad Alshanty, Omar Taha, Khalid talal mohammad alhindawi

Abstract

This study aims to investigate the impact of the Customer Relationship Management (CRM) systems on the quality of service provided, with a customer satisfaction factor. The sample members of the study are employees from different levels and disciplines from the companies of Zain, Umnia and Orange. Several statistical tests were used: One sample t test, correlation coefficient test, linear regression test to find relationships and test hypotheses. The study found that after data analysis there was no effect on customer satisfaction on customer relationship management systems, while there was a relationship between them. This can be explained as there may be an adverse effect on customer relationship management satisfaction that has not been tested in this study. The study found also that there is an effect on the quality of service on customer satisfaction systems. Customer satisfaction assumed an intermediary factor affecting the relationship between customer relationship management and quality of service. The study also indicated that there is no relationship between them.

Published
2020-04-01
How to Cite
Azmi Halasa, Ahmad Tawfig Alradaideh, Belal Mohammad Zaqaibeh, Ahmad Alshanty, Omar Taha, Khalid talal mohammad alhindawi. (2020). Impact of Customer Relationships Management on Customer Services: Customer Satisfaction as Mediating. International Journal of Advanced Science and Technology, 29(7), 13683-13698. Retrieved from http://sersc.org/journals/index.php/IJAST/article/view/29567
Section
Articles