Investigating the effect of e-management on customer service performance

Abstract EN

The present study aims to investigate the effect of e-management on customer service performance for a group of business organizations in Alexandria - Egypt.

The directory of Egyptian Ministry of Trade and Industry was surveyed in order to randomly select the participating organizations.

485 businesses randomly selected representing 25% of the total population, of which only 391 organizations expressed their willingness to participate.

263 questionnaires were distributed, but only 226 were collected representing 30% of the study population.

Experts comments were used to check the validity of the study instrument, and the reliability of questions was calculated as 93% using Cronbach’s Alpha coefficient.

The statistical methods used for data analysis are frequencies, relative frequencies, percentages, averages, order of the responses, Pearson correlation coefficient, Cronbach’s Alpha coefficient, confirmatory factorial analysis, central tendency (mean), dispersion (standard deviation), Pearson coefficient, simple linear regression, T-Test, determinant coefficient, and one-way ANOVA.

The probability level for a test of statistical significance for the study is p<.05, to ensure a 95% confidence in generalization of the findings.

Study findings assert research hypothesis that there is a statistically significant positive relationship between e-management and customer service performance