أثر إدارة علاقات الزبائن الإلكترونية (ECRM)‎ على ولاء زبائن البنوك الجزائرية

الملخص EN

This study aims to know the impact of electronic customer relationship management on the customers' loyalty in Algeria banks.

For this purpose, the statistical package software SPSS V23 was used to process the data collected by 350 questionnaires were distributed to a sample of customers of CPA BANK in Setif.

The results of the study showed that the dimensions of electronic customer relationship management positively and strongly affect customer loyalty.