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Full-Text Articles in Business
Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie
Relationship Between E-Crm, Service Quality, Customer Satisfaction, Trust, And Loyalty In Banking Industry, Shymaa Mohamed Mohamed Abdeldayem, Engy Yehia, Mohamed Marie
Future Computing and Informatics Journal
E-CRM strives to enhance customer service, build relationships with customers, and keep key clients. E-CRM deals with technology, people, and processes and with the goal of fostering customer loyalty. This paper aims to investigate the relationship between E-CRM, service quality, customer satisfaction, trust, and loyalty in banking industry. In order to gather sufficient reviews, a literature review was carried out utilizing a number of corresponding publications that were indexed in reliable databases. A model that highlights the relation between E-CRM and customer satisfaction, service quality, trust, and loyalty is also shown in this study. The supervisors of administrative organizations can …
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
The Effect Of Service Quality And Switching Barrier On Customer Loyalty: A Study Of Saudi Mobile Telecommunication Services, Yomen Ghazi Bamatraf
Effat Undergraduate Research Journal
The Saudi mobile telecommunication services industry is currently facing lots of complaints, criticism and dissatisfaction from their customers regarding the quality of services, and customer loyalty may be in question. The industry is reportedly shifting its strategic focus away from attracting new customers towards keeping existing customers. The present study examined the relationship between service quality and customer loyalty, as well as between switching barriers and customer loyalty among a sample of 271 users of telecommunication services from Jeddah. A survey consisting of the Customer Loyalty Scale, the Service Quality Scale, and the Switching Barriers Scale, and some demographic related …
Palestinian Public Service Quality Measurement Using The “Ppsqm” Scale, Nour Mattou, Jehad Alayasa
Palestinian Public Service Quality Measurement Using The “Ppsqm” Scale, Nour Mattou, Jehad Alayasa
Journal of the Arab American University مجلة الجامعة العربية الامريكية للبحوث
This study aims to bridge the research gap in the topic of the quality of public services in Palestine due to the importance of this issue locally and internationally and provide recommendations to the heads of the public service institutions to address the numerous obstacles and improve the quality of the services provided to the potential customers The problem of this research deals with the lack of the interest of the civil service employees in the quality of the services they offer to their customers. Primary observations showed that these employees tend to provide ambiguous information to their customers. This …