تأثير ممارسات إدارة علاقات العملاء (CRM)‎ على رضا و ولاء عملاء شركات الطيران : دراسة حالة على شركة مصر للطيران

Abstract EN

The concept of customer relationship management is relatively modern and this has led to the ence of a correct understanding of this concept in some organizations، and even though the customer is the main element in achieving the competitive advantage of the organization، as without the customer there is no organization، so this study is examined in an attempt.

To know the effects of professional practices represented in the quality of customer services، as well as the communication practices that the company carries out and its role in satisfying the customers of EgyptAir through the quality provided to the customers and the cost and the company's response to the requirements of its customers and providing of distinguished services to them and the market share of the company in the market within the dimensions This study seeks to know the effects of customer relationship management practices in achieving competitive advantages for EgyptAir and its reflection on the satisfaction and loyalty of its customers.

The study was conducted on EgyptAir and the researcher relied on an intentional sample of Passengers (300) items according to a specific feature، which is the only Passengers traveling on EgyptAir، and the researcher used a questionnaire form as a tool to collect data and the results showed evidence of the tested hypotheses of the study، which indicate a positive effect on the relationship between the professional and communication practices of customer relationship management and the level of customer satisfaction and loyalty in EgyptAir، in addition to a positive relationship between the awareness of competitive advantages and the degree of satisfaction and loyalty of the company's customers EgyptAir