The Impact of Customer Relationship Management on Customer Behavior: Case Study of Ooredoo for Telecommunications
| العنوان بلغة أخرى: |
L’impact de La Gestion des Relations Clients Sur le: Comportement du Consommateur |
|---|---|
| المصدر: | مجلة العلوم التجارية |
| الناشر: | القطب الجامعي بالقليعة - مدرسة الدراسات العليا التجارية |
| المؤلف الرئيسي: | Aissa, Sid Ahmed Hadj (Author) |
| مؤلفين آخرين: | Thabit, Thabit Hassan (Co-Author) , hadj, Hanniche (Co-Author) |
| المجلد/العدد: | مج17, ع1 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2018
|
| الشهر: | ديسمبر |
| الصفحات: | 67 - 78 |
| ISSN: |
1112-3818 |
| رقم MD: | 1257273 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
CRM | Customer Satistfication | Customer Behaivors
|
| رابط المحتوى: |
عدد مرات التحميل
13
| المستخلص: |
This paper aims to determine the nature of the relationship between the dimensions of the Customer Relationship Management (Interactive communication, the service provided, and dealing with complaints) and the customer behavior (satisfaction and repurchasing). The descriptive and analytical approaches were used by the researchers, the researchers used the descriptive approach by using the academic references to clarify the terms theoretically, and they used the analytical approach by making sample survey and analyzing the results statistically. The researchers designed a questionnaire to discover the influential relationship between CRM and customer behavior (for the customers of Ooredoo for telecommunications. Cet article vise à déterminer la nature de la relation entre les dimensions de la gestion de la relation client à savoir la communication interactive, le service fourni, la gestion des réclamations et le comportement. Les approches descriptives et analytiques ont été utilisées par les chercheurs, pour clarifier les concepts théoriques et analiser les résultants d’un questionnaire destine pour les clients d'Ooredoo pour les télécommunications pour expliquer la relation d'influence entre le CRM et le comportement des clients, |
|---|---|
| ISSN: |
1112-3818 |
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