أثر إدارة علاقات العملاء في الاحتفاظ بعملاء العيادات الطبية الخاصة بالجزائر : دراسة ميدانية

Abstract EN

Main purpose of the study is examining the relationship between customer relationship management (CRM) and customer satisfaction and customer retention.

a sample of 118 customers was surveyed from three private clinics in Algeria.

simple linear regression analysis were used to test the hypothesis and analyzed the data.

the results indicated that customer relationship management; customer trust have significant positive impacts on customer retention at private medical clinics.

the customer relationship management was also found to have significant impact on customer trust.

finally, based on research results, a number of recommendations were introduced to CRM managers.