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
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