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The Effect of E-CRM on Customer Delight
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Journal Article
The Effect of E-CRM on Customer Delight
2023
Overview
This research aimed to examine the effect of Electronic Customer Relationship Management (E-CRM) on Customer Delight in the context of Mobile Telecommunication Companies. The research adopted the philosophy of positivism, the deductive approach, and the method of quantitative analysis as the research methodology.. The instrument utilized for data collection was the questionnaire. Consequently, 424 usable questionnaires were collected electronically through social media channels from customers of Mobile Telecommunication Companies in Mansoura City. The data was then analyzed using SPSS and AMOS 23. The results revealed that Electronic Customer Relationship Management has a significant positive impact on Customer Delight. Furthermore, research results indicated that Demographic differences don't have significant differences in respondents' opinions regarding research variables (Electronic Customer Relationship Management, Customer Delight) except Gender, Education Level and Age.
Publisher
معهد راية العالي للإدارة والتجارة الخارجية بدمياط الجديدة
Subject
