العلاقة بين إدارة علاقات العملاء وقيمة فترة حياة العميل " دراسة تطبيقية "

نوع المستند : المقالة الأصلية

المؤلفون

کلية التجارة - جامعة المنصورة

المستخلص

الملخص:
تهدف الدراسة الحالية إلى معرفة العلاقه بين إدارة علاقات العملاء والولاء وذلک بالتطبيق علي عملاء البنوک التجارية بمحافظة الدقهلية، وقد تم إعداد قائمة استبيان لجمع البيانات الأولية, وقد بلغ عدد القوائم السليمة (400) استبيان ، وتم تحليل البيانات إحصائياً باستخدام برنامج (SPSS 22), وتوصلت الدراسة إلى وجود علاقة ارتباط ذات دلالة إحصائية بين أبعاد إدارة علاقات العملاء  و الولاء.
:
The present study aimed to investigate the relationship between customer relationship management and the customer Loyalty in commercial bank customers in Dakahlia Governorate, Data were collected from 400 questionnaires and analyzed statistically using the SPSS 22 program. The findings of the study indicate that  there is a significant correlation between the dimensions of customer relationship management and the customer Loyalty.
Keywords: Customer Relationship Management -  Customer Loyalty

الكلمات الرئيسية

الموضوعات الرئيسية


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