أثر استخدام الموقع الإلكتروني على إدارة العلاقة مع الزبون : دراسة حالة بنك التنمية المحلية Bdl-القطب التجاري بسكرة

Abstract EN

This study aims to identify the impact of website relationship managemant involving its four dimensions: customer identification, customer differentiation, customer interaction, and customer retiontion.

the BDL -commercial Bank of Biskra was selected as a case study.

To achieve the objectives of the study, a questionnaire was used as a data collection tool; a number of 105 questionnaires were distributed to a sample the bank's clients and then analyzed using the statistical program SPSS V20.

The results of the study showed that the use of the website has an impact on customer relationship management in BDL, particularly in the customer identification dimension and customer differentiation dimension