الدور الوسيط للقيمة المدركة في تعزيز ولاء الزبائن للمصارف الإسلامية بتطبيق أبعاد إدارة علاقة الزبون : دراسة ميدانية على عينة من زبائن وكالات المصارف الإسلامية المتواجدة بمدينة سطيف

Abstract EN

This study was concerned with testing the impact of the client relationship management on the perceived value and customer loyalty in the Islamic banking environment.

It seeks to propose an application model to increase customer loyalty for e service offered by Islamic banks by focusing on both factors of customer relationship management and perceived benefit.

To achieve this, a sample of 384 individual of Al Salam bank and Al Baraka bank clients in Setif city was selected, in order to collect the primary data needed to the study using the survey tool.

The results of the study showed a statistically significant indirect effect of customer relationship management on his loyalty with the existence of the perceived value as an intermediary variable at the significance level of 0.

05.

Where it was found that the perceived value have a significant role in the influence of customer relationship management on their loyalty to Islamic banks, the study is concluded with a set of recommendations.