The role of CRM in Mobile service quality in Egypt

Beshir, Noha; Eshra, Nevine

doi:10.21608/sjsc.2024.331817.1516

The role of CRM in Mobile service quality in Egypt

نوع المستند : المقالة الأصلية

المؤلفون

Noha Beshir ¹
Nevine Eshra ²

¹ Arab Academy for Science, Technology & Maritime Transportation الأكاديمية العربية للعلوم و التكنولوجيا و النقل البحرى

² Arab Academy for Science, Technology & Maritime Transportation الأكاديمية العربية للعلوم و التكنولوجيا و النقل البحرى

10.21608/sjsc.2024.331817.1516

المستخلص

CRM is a crucial tool for enhancing customer service and loyalty. It helps in understanding customer needs, increasing customer acquisition rates, increasing order value, and extending the customer life cycle. This research aims to explore the factors influencing CRM's impact on service quality in the mobile service provider industry. A comprehensive literature review and survey of 270 Egyptian mobile service providers focused on efficiency, interpersonal interaction, and communication. Multiple regressions and correlation analysis were used to test the concept. The study discovered a connection between service quality and all independent factors, including communication, interpersonal interaction, and efficiency. This study highlights the importance of CRM in improving customer satisfaction. The study comes to the conclusion that all independent factors—efficiency, interpersonal interaction, and communication—have a strong correlation with service quality which is the dependent variable.dependent variable.

that all independent factors—efficiency, interpersonal interaction, and communication—have a strong correlation with service quality which is the dependent variable.dependent variable.that all independent factors—efficiency, interpersonal interaction, and communication—have a strong correlation with service quality which is the dependent variable.dependent variable.

الكلمات الرئيسية