The effect of customer relationship management adoption on financial performance : an empirical study

Other Title(s)

أثر تبني إدارة علاقات الزبائن على الأداء المالي : دارسة ميدانية

Author

Bu Abd Allah, Hafizah

Source

Journal of Economic Integration

Issue

Vol. 8, Issue 4 (31 Dec. 2020), pp.331-343, 13 p.

Publisher

University of Ahmed Draia The Afro-Algerian Economic Integration Laboratory

Publication Date

2020-12-31

Country of Publication

Algeria

No. of Pages

13

Main Subjects

Business Administration
Financial and Accounting Sciences

Topics

Abstract EN

The purpose of this study is to examine the impacts of customer relationship management dimensions on financial performance.

The research employs a survey-based method.

Using a 22-item questionnaire and convenience sampling method, the data were collected from 112 employees and managers.

Multiple linear regressions were used to test the proposed hypotheses.

The results showed that the key customers focus; knowledge management; and technology-based CRM have a positive and significant impact on financial performance of organizations.

However, CRM organization does not have a significant impact on financial performance.

The findings can improve organizations managers' understanding of the vital role that CRM play in improve financial performance.

American Psychological Association (APA)

Bu Abd Allah, Hafizah. 2020. The effect of customer relationship management adoption on financial performance : an empirical study. Journal of Economic Integration،Vol. 8, no. 4, pp.331-343.
https://search.emarefa.net/detail/BIM-1085048

Modern Language Association (MLA)

Bu Abd Allah, Hafizah. The effect of customer relationship management adoption on financial performance : an empirical study. Journal of Economic Integration Vol. 8, no. 4 (Dec. 2020), pp.331-343.
https://search.emarefa.net/detail/BIM-1085048

American Medical Association (AMA)

Bu Abd Allah, Hafizah. The effect of customer relationship management adoption on financial performance : an empirical study. Journal of Economic Integration. 2020. Vol. 8, no. 4, pp.331-343.
https://search.emarefa.net/detail/BIM-1085048

Data Type

Journal Articles

Language

English

Notes

Includes Appendix : p. 342-343

Record ID

BIM-1085048