The effect of information technology (IT) capabilities and customer relationship management (CRM) on marketing performance : an empirical study on commercial Jordanian banks in Amman
مقدم أطروحة جامعية
مشرف أطروحة جامعية
أعضاء اللجنة
al-Shaibi, Hamdi
Abu Rumman, Asad Hammad
الجامعة
جامعة الشرق الأوسط
الكلية
كلية الأعمال
القسم الأكاديمي
قسم إدارة الأعمال
دولة الجامعة
الأردن
الدرجة العلمية
ماجستير
تاريخ الدرجة العلمية
2012
الملخص الإنجليزي
This study aimed to measure The Effect of Information Technology (IT) Capabilities and Customer Relationship Management (CRM) on Marketing Performance _ An Empirical Study on Commercial Jordanian banks in Amman .
The study sample included general and branch managers that were working in Commercial Jordanian banks in Amman that apply IT on CRM performance (150) Questionnaires were distributed to them, but (131) questionnaires were recovered and only (117 ) questionnaires were suitable for statistical analysis with a rate of (78%).
The study contains five chapters.
The first chapter reviews problem , goals , importance , hypotheses of study .The second chapter includes the previous studies in the same area .The third chapter containes the methodology , population , sample , tools , and variables study.
The fourth chapter shows the statistical analysis results within testing of hypotheses.
The fifth chapter discusses the results and recommendations which the researcher suggests.
Two software packages are used in statistical analysis; SPSS (statistical package for social sciences) for test direct effects and Amos – 7 for indirect effect.
The study results show that there is significant positive direct effect of CRM on marketing performance and indirect significant positive effect of IT capabilities on marketing performance.
التخصصات الرئيسية
الموضوعات
عدد الصفحات
108
قائمة المحتويات
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : General framework.
Chapter Two : Theoretical frame work and previous studies.
Chapter Three : Method and procedures.
Chapter Four : Results and hypothesis testing.
Chapter Five : Results analysis and recommendation.
References.
نمط استشهاد جمعية علماء النفس الأمريكية (APA)
Sirbil, Maryam. (2012). The effect of information technology (IT) capabilities and customer relationship management (CRM) on marketing performance : an empirical study on commercial Jordanian banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-697406
نمط استشهاد الجمعية الأمريكية للغات الحديثة (MLA)
Sirbil, Maryam. The effect of information technology (IT) capabilities and customer relationship management (CRM) on marketing performance : an empirical study on commercial Jordanian banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University. (2012).
https://search.emarefa.net/detail/BIM-697406
نمط استشهاد الجمعية الطبية الأمريكية (AMA)
Sirbil, Maryam. (2012). The effect of information technology (IT) capabilities and customer relationship management (CRM) on marketing performance : an empirical study on commercial Jordanian banks in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-697406
لغة النص
الإنجليزية
نوع البيانات
رسائل جامعية
رقم السجل
BIM-697406
قاعدة معامل التأثير والاستشهادات المرجعية العربي "ارسيف Arcif"
أضخم قاعدة بيانات عربية للاستشهادات المرجعية للمجلات العلمية المحكمة الصادرة في العالم العربي
تقوم هذه الخدمة بالتحقق من التشابه أو الانتحال في الأبحاث والمقالات العلمية والأطروحات الجامعية والكتب والأبحاث باللغة العربية، وتحديد درجة التشابه أو أصالة الأعمال البحثية وحماية ملكيتها الفكرية. تعرف اكثر
