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|3 10.21608/CAF.2016.127327
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| 041 |
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|a ara
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|b مصر
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|a محمد، آمنة أبو النجا
|q Mohammed, Amnah Abu Alnaja
|e مؤلف
|9 307477
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|a The Impact of CRM on Customer Retention
|b Analyzing the Mediating Role of Relationship Quality in The Egyptian Banking Sector: An Applied Study
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|a أثر إدارة علاقات العملاء على الاحتفاظ بالعميل:
|b تحليل الدور الوسيط لجودة العلاقة في القطاع المصرفي المصري: دراسة تطبيقية
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| 260 |
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|b جامعة طنطا - كلية التجارة
|c 2016
|g سبتمبر
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|a 1 - 48
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|a بحوث ومقالات
|b Article
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|e This study aims to identify the impact of the dimensions of customer relationship management "focus on major customers - organization of customer relationship management - customer knowledge management - customer relationship management based on technology" on the quality of the relationship in its three dimensions (trust - commitment - satisfaction) and the impact of this on retention of client with the aim of building a model for customer relationship management in the Egyptian banking sector using the path analysis method and partial correlation analysis, in addition to identifying the level of both customer satisfaction and client retention in the Egyptian banking sector. A special questionnaire was designed for the purposes of the study and distributed to a random sample of 292 managers of marketing and customer service in Egyptian banks, and 241 questionnaires were received from them, which are valid for statistical analysis. After analyzing the data, the study concluded a set of conclusions, the most important of which is that there is a discrepancy in the degree of impact of each dimension of customer relationship management on customer retention through the quality of the relationship (trust - commitment - satisfaction), where these dimensions came according to the following order: customer relationship management based on technology, followed by a focus on major customers, then customer knowledge management, and finally, organization of customer relationship management. In addition, customer relationship management has an indirect impact on compliance through trust. Trust also has a positive and direct impact on the customer’s commitment, and an indirect impact on customer retention through commitment. It was found that trust was stronger than satisfaction in influencing the retention of customers in the Egyptian banking sector. The study also found a proposed model for managing customer relations in the Egyptian banking sector to retain the customer with a high degree of validity. The results of the study also revealed that the entry of relationship quality as an intermediate variable between the dimensions of customer relationship management and customer retention has resulted in a change in the strength of the relationship between them. The entry of commitment as an intermediate variable between trust and customer retention has also resulted in a change in the strength of the relationship between them. Based on the findings of the study, a number of recommendations were suggested. This abstract was translated by Dar AlMandumah Inc.
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|a تهدف هذه الدراسة إلى التعرف على أثر أبعاد إدارة علاقات العملاء "التركيز على كبار العملاء -تنظيم إدارة علاقات العملاء -إدارة معرفة العملاء -إدارة علاقات العملاء المبنية على التكنولوجيا على جودة العلاقة بأبعادها الثلاثة (الثقة -الالتزام -الرضا) وأثر ذلك على الاحتفاظ بالعمل. وذلك بهدف بناء نموذج لإدارة علاقات العملاء في القطاع المصرفي المصري باستخدام أسلوب تحليل المسار Path analysis. وتحليل الارتباط الجزئي، بالإضافة إلى التعرف على مستوى كل من رضا العميل والاحتفاظ به في القطاع المصرفي المصري.\nتم تصميم استبانة خاصة لغايات الدراسة وتوزيعها على عينة عشوائية حجمها ٢٩٢ مديرا للتسويق وخدمة العملاء في البنوك المصرية، وتم استرجاع ٢٤١ استبانة منها صالحة للتحليل الإحصائي. بعد تحليل البيانات خلصت الدراسة إلى مجموعة من الاستنتاجات من أهمها أن هناك تباينا في درجة تأثير كل بعد من أبعاد إدارة علاقات العملاء على الاحتفاظ بالعميل من خلال جودة العلاقة (الثقة-الالتزام-الرضا)، حيث جاءت هذه الأبعاد وفقاً للترتيب الآتي: إدارة علاقات العملاء المبنية على التكنولوجيا، يليها التركيز على كبار العملاء، ثم إدارة معرفة العملاء وأخيرا، تنظيم إدارة علاقات العملاء.\nإضافة إلي أن إدارة علاقات العملاء لها تأثير غير مباشر علي الالتزام من خلال الثقة، كما أن للثقة أثرا إيجابياً ومباشراً علي التزام العميل، وغير مباشر على الاحتفاظ بالعميل من خلال الالتزام، وان الثقة كانت أقوى من الرضا في التأثير على الاحتفاظ بعملاء القطاع المصرفي المصري، أيضاً توصلت الدراسة إلى نموذج مقترح لإدارة علاقات العملاء في القطاع المصرفي المصري للاحتفاظ بالعميل بدرجة صلاحية عالية كما كشفت نتائج الدراسة أن دخول جودة العلاقة كمتغير وسيط بين أبعاد إدارة علاقات العملاء والاحتفاظ بالعميل قد ترتب عليه تغير في قوة العلاقة بينهما. ودخول الالتزام كمتغير وسيط بين الثقة والاحتفاظ بالعميل قد ترتب عليه أيضاً تغير في قوة العلاقة بينهما وبناء على ما توصلت إليه الدراسة من نتائج تم اقتراح جملة من التوصيات.
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|f The aim of this study is to identify the impact of customer relationship management (CRM) dimensions "Focus on the top clients - CRM regulation - managing customer knowledge - CRM based on technology of the quality of the three-dimensional relationship (trust-commitment-satisfaction) and the impact on customer retention. That is in order to build a model for customer relationship management in the Egyptian banking sector using path analysis and partial correlation analysis, as well as to identify the level of customer satisfaction and retention in the Egyptian banking sector.\nA special questionnaire was designed for the purposes of the study and was distributed to a random sample of 292 managers of marketing and customer service in the Egyptian banks; 241 of them were retrieved for valid statistical analysis. After analyzing the data, the study concluded with a set of conclusions, the most important of which is that there is a difference in the degree of impact of each dimension of customer relationship management on the retention of the customer through the quality of the relationship (trust - commitment - satisfaction). These dimensions came in the following order: CRM based on technology, followed by focus on top customers, then customer knowledge management and finally, organization of customer relationship management.\nIn addition, customer relationship management has an indirect impact on commitment through trust. Trust also has a positive and direct impact on the customer's commitment, and indirect impact on customer retention through commitment. Trust was stronger than satisfaction in influencing the retention of customers in the Egyptian banking sector. The study found as well a proposed model for customer relationship management in the Egyptian banking sector to retain the customer with a high degree of validity. Moreover, the results of the study revealed that the quality of the relationship as an intermediary variable between the dimensions of customer relationship management and customer retention has resulted in a change in the strength of the relationship between them. The consideration of commitment as an intermediate variable between trust and customer retention has also resulted in a change in the strength of the relationship between them. Based on the findings of the study, a number of recommendations were suggested.This abstract translated by Dar AlMandumah Inc. 2018\n\n
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| 653 |
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|a المصارف
|a إدارة علاقات العملاء
|a الاحتفاظ بالعملاء
|a القطاع المصرفي المصري
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| 692 |
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|a إدارة علاقات العملاء
|a جودة العلاقة
|a الاحتفاظ بالعميل
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| 773 |
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|4 الاقتصاد
|4 إدارة الأعمال
|6 Business
|6 Management
|c 001
|f Al-Tiǧāraẗ wa Al-Tamwīl
|l 003
|m ع3
|o 1025
|s مجلة التجارة والتمويل
|t Journal of Trade and Financing
|v 036
|x 1110-4716
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| 856 |
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|n https://caf.journals.ekb.eg/article_127327.html
|u 1025-036-003-001.pdf
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| 930 |
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|d y
|p y
|q n
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| 995 |
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|a EcoLink
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| 999 |
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|c 848142
|d 848142
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