إدارة العلاقة مع الزبون من منظور إسلامي : دراسة حالة صندوق الزكاة الجزائري

الملخص EN

the research aims to highlight the concept of customer relationship management (Zakat payer) from an Islamic point of view, as well as to highlight the extent to which the Algerian zakat fund adopted this concept through gaining loyalty of Zakat payers, that’s why the target of the practical side of the research was to show to which extent Zakat payers are loyal for the fund through the analysis of the dimensions of satisfaction, confidence and loyalty.

The findings resulted of the study after statistical treatment using SPSS that it’s a must be focus on the strategy of CRM in the Algerian Zakat Fund on each satisfaction and loyalty of Zakat payers from one hand to make it more efficient, and on the other hand to focus on an important factor that is the fund’s objectives beside the ambitions of the Zakat payer to strengthen his confidence and then enlarge his loyalty