أثر إدارة علاقات الزبائن الإلكترونية على و لاء الزبون الالكتروني : دراسة تحليلية

الملخص EN

This study aims to know the impact of E-CRM (customer interaction, trust, security, confidentiality and commitment) on the loyalty of electronic customers to Algeria Telecom.

We used the questionnaire as a data collection tool, where an intentional sample of 222 customers was taken.

We concluded that there is a relationship between E-CRM and the loyalty of the Algeria Telecom customer sample.

The results of the study also confirmed that to increase customer loyalty, the institution must put emphasis on responding immediately to customer concerns.

In addition, the speed of response to complaints to consolidate relations with them.