إدارة علاقات الزبائن الاجتماعية (SCRM)‎ و أثرها على تحسين جودة الخدمة : دراسة عينة من متعاملي مؤسسة موبيليس

الملخص EN

This study aims to identify the impact of social customer relationship management on service quality.

To achieve the objective of the study, a questionnaire was prepared as a data collection tool that was applied to a random sample of 362 clients of Mobilis, to address the study hypotheses, the Statistical Package for Social Sciences (SPSS V.

26) program was used.

The study concluded that there is a statistically significant effect of social customer relationship management on service quality in its five dimensions (tangibles, reliability, responsiveness, assurance, empathy).