أثر رضا العاملين على إدارة العلاقة مع الزبون : دراسة تطبيقية على العاملين في المصارف السعودية

الملخص EN

The aim of the research is to study the impact of employee satisfaction on managing the relationship with the customer and studying the nature and level of employee satisfaction and customer relationship management in Saudi banks.

The sample size was (378) employees, and the research concluded with several results, the most important of which are: The level of employee satisfaction in Saudi banks reached an average level, and the level of customer relationship management in Saudi banks was above average, and the results showed that there is a positive effect with statistical significance for employee satisfaction.

On all dimensions of customer relationship management (customer satisfaction, customer loyalty and customer value).

The study recommended that Saudi banks should pay attention to improving the level of employee satisfaction, especially in the dimensions they represent, such as salary, wages, promotion and working conditions, and the need for Saudi banks to adopt customer relationship management and work to materialize it by increasing customer satisfaction, customer loyalty and customer value.