استخدام النمذجة بالمعادلات الهيكلية (Smart-Pls)‎ لتحليل أثر إدارة العلاقة مع العملاء الإلكترونية على الصورة الذهنية بالمؤسسة الخدمية: حالة القرض الشعبي الجزائري حاسي مسعود

Abstract EN

The study aimed to highlight the importance of managing the relationship with electronic customers in the service institution and its impact on improving the mental image of the customers of the Popular Credit Bank of Algeria - Hassi Messaoud Agency.

The questionnaire was used as a main tool for collecting information.

The distribution process was limited to a sample of 132 clients in the institution, and the data received was analyzed by relying on the Statistical Package for Social Sciences (Spss) as well as modeling with structural equations (Smart-pls3), and the study concluded that there is an effect of customer relationship management The electronic image on the mental image of the customers of the Popular Credit Bank of Algeria.