The effect of strategic customer relationship management capability practice on customer satisfaction : a case study in Abu Khader auto car company in Amman

Other Title(s)

أثر القدرات الاستراتيجية لإدارة علاقة العملاء على رضا العملاء : دراسة حالة في شركة أبو خضر للسيارات في عمان

Dissertant

al-Madani, Fadi Faris

Thesis advisor

al-Shurah, Muhammad Salim

Comitee Members

Abu Mughli, Azzam
Khraim, Hamzah Salim

University

Middle East University

Faculty

Faculty of Business

Department

Department of Business Administration

University Country

Jordan

Degree

Master

Degree Date

2013

English Abstract

The main objective of this study is to Tinvestigate the Teffect of Strategic Customer Relationship Management Capability on Customer Satisfaction a Case study in Abu Khader Auto Car Company in Amman Tand the different views between employees and customer regarding Strategic Customer Relationship Management CapabilityT.

The study was applied in TAbu Khader Auto Car Company in AmmanT.

TIn order to achieve the objectives of the study, the researcher designed two questionnaires, the first questionnaire was given to employees’ staff working in Abu Khader Auto Car Company, it consisted of (27) items to gather the information from the study sample.

The second questionnaire was given to Customers it consisted of (8) items to gather the information from the study sample.

The Statistical Package for Social Sciences (SPSS) program was used to analyze and examine the hypothesis.

The researcher came up with following results: 1.

Abu Khader Auto car company was applying strategic Customer Relationship Management Capability (Customer Intelligence, Customer profitability analysis, Customer knowledge sharing, Customer responsiveness) at level T(α ≤ 0.05).

2.

Abu Khader Auto car company's customers were satisfied the application of the practicing strategic Customer Relationship Management Capability (Customer Intelligence, Customer profitability analysis, Customer knowledge sharing, Customer responsiveness) at levelT (α ≤ 0.05).

3.

There is a positive TEffect Tof strategic Customer Relationship Management Capability (Customer Intelligence, Customer profitability analysis, Customer knowledge sharing, Customer responsiveness) on customer satisfaction in Abu Khader Auto Car Company at level T(α ≤ 0.05).

4.

There is a significant difference between Employees and Customers regarding strategic Customer Relationship Management Capability in Abu Khader Auto Car Company at level T(α ≤ 0.05).

Finally, the study made the following recommendations: 1.

Configured customer relationship management team at Abu Khader Auto Car Company's should take action towards identifying the strengths and weaknesses regarding the relationship with their customers, and then propose solutions for overcoming the weaknesses and strengths.

2.

Abu Khader Auto Car Company should identify the framework and key success factors that describes successful practices that help Abu Khader Auto Car Company that improve operations or apply Customer Relationship Management initiatives

Main Subjects

Business Administration

Topics

• Consumers
• Management
• Commerce
• Employees
• Strategic planning
• Industries
• Attitudes
• Case studies
• Automobiles
• Jordan
• Amman
• Customer relations
• Consumer satisfaction

No. of Pages

114

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-698401