The Factors Affecting Customer Relationship Management Implementation at DHL Company in Baghdad, Iraq
| المصدر: | مجلة جامعة جيهان أربيل للعلوم الإنسانية والاجتماعية |
|---|---|
| الناشر: | جامعة جيهان أربيل |
| المؤلف الرئيسي: | Al-Salami, Qusay H. (Author) |
| مؤلفين آخرين: | Saadi, Ibraheem A. (Co-Author) , Sawadi, Zaid T. (Co-Author) , Saleh, Rabeea Kh. (Co-Author) |
| المجلد/العدد: | مج3, ع1 |
| محكمة: | نعم |
| الدولة: |
العراق |
| التاريخ الميلادي: |
2019
|
| الشهر: | يونيو |
| الصفحات: | 43 - 51 |
| ISSN: |
2709-8648 |
| رقم MD: | 1430776 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EduSearch, HumanIndex |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
Customer Relationship Management Technology | Customer Relationship Management | Human Resource | Knowledge Management | Knowledge of Customer Relationship Management
|
| رابط المحتوى: |
الناشر لهذه المادة لم يسمح بإتاحتها. |
| المستخلص: |
Customer relationship management (CRM) has the ability to achieve success and growth of enterprises in the present time’s environment of broad competition and rapid technological development. CRM helps organizations to know the customers well and to establish sustainable relationships with them. The main goal of this study is to investigate the factors affecting CRM implementation at DHL Baghdad. To achieve this goal and considering the research model, four hypotheses were formulated, and the required data were collected through a structured questionnaire. The data were quantitatively analyzed using SPSS 17. According to the findings derived from the data analysis, the researchers concluded that the first factor (technology) has a positive and significant influence on CRM implementation, while the other three factors (human resource, knowledge of CRM, and knowledge management) had an insignificant but positive influence on CRM implementation. Thus, H1 was supported, while H2, H3, and H4 were partly supported. |
|---|---|
| ISSN: |
2709-8648 |
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