Journal of Kirkuk University For Administrative and Economic Sciences

Role of E- customer relationships management in E-loyalty : A Study of employees sample in korek telecom communications

Authors

Nada A. Kashmula
Omar Y. Mohammed

University of Kirkuk Journal For Administrative and Economic Science

Abstract
Abstract: The current research seeks to clarify the role of the E-customer relationship management components in achieving E-loyalty, and because the importance of the concept of e-customer relationship management, it must be the adopted by this concept by companies, especially service companies in order to be able to earn customers loyalty, accordingly ,the study has adopted the E-CRM as independent variables represented by (Engage, order, support, fulfill), while the E-loyalty has been as dependent variables, and put a model Default to research reflects the nature and effect correlation between the of e-customer relationship management on the one hand and to achieve e-loyalty, on the other hand, resulted in a total of the main hypotheses were tested using a statistical program (SPSS.18) of the data collected through the questionnaire about individuals respondents (customers), the research found a set of recommendations including: the need for increased attention to the company researched the components of the of e- customer relationship management in the e-loyalty and so as they have a significant effect relationship to achieve.

 

Keywords

E-CRM
E-loyalty
Journal of Kirkuk University For Administrative and Economic Sciences
Volume 8, Issue 2
Summer 2018
Pages 199-221

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