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
Thesis advisor
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
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
Table of contents.
Abstract.
Abstract in Arabic.
Chapter One : General framework.
Chapter Two : Theoretical framework and previous studies.
Chapter Three : Method and procedures.
Chapter Four : Analysis of results and hypotheses tests.
Chapter Five : Results, conclusions and recommendations.
References.
American Psychological Association (APA)
al-Madani, Fadi Faris. (2013). The effect of strategic customer relationship management capability practice on customer satisfaction : a case study in Abu Khader auto car company in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-698401
Modern Language Association (MLA)
al-Madani, Fadi Faris. The effect of strategic customer relationship management capability practice on customer satisfaction : a case study in Abu Khader auto car company in Amman. (Master's theses Theses and Dissertations Master). Middle East University. (2013).
https://search.emarefa.net/detail/BIM-698401
American Medical Association (AMA)
al-Madani, Fadi Faris. (2013). The effect of strategic customer relationship management capability practice on customer satisfaction : a case study in Abu Khader auto car company in Amman. (Master's theses Theses and Dissertations Master). Middle East University, Jordan
https://search.emarefa.net/detail/BIM-698401
Language
English
Data Type
Arab Theses
Record ID
BIM-698401