أثر محددات التجارة الالكترونية على سمعة المنظمة من خلال إدارة علاقات الزبائن الالكترونية "دراسة ميدانية في شركات السياحة و السفر في عمان الاردن" The Impact of E-Commerce Determinants on the Organization Reputation through (Electronic Customer Relationship Management). "A Field Study on Travel & Tourism Companies in Amman Jordan

حامد, مؤيد (2018) أثر محددات التجارة الالكترونية على سمعة المنظمة من خلال إدارة علاقات الزبائن الالكترونية "دراسة ميدانية في شركات السياحة و السفر في عمان الاردن" The Impact of E-Commerce Determinants on the Organization Reputation through (Electronic Customer Relationship Management). "A Field Study on Travel & Tourism Companies in Amman Jordan. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The study aimed at identifying the impact of e-commerce Determinants on their dimensions (technological factors, administrative factors, organizational factors) on the organization's reputation in its dimensions (flexibility, cultural paving, commitment to quality) through the management of electronic customer relations Tourism and Travel in Amman - Jordan. This study is a reference in the fields of scientific research related to electronic commerce, and to increase its effectiveness and role in achieving the preservation of the reputation of the organization through managing the relationship of electronic customers and achieve the objectives of marketing organizations working in the tourism sector. The study was based on the analytical descriptive approach in conducting this study to suit the purposes of the study. The study population may be from all the customers of travel and tourism companies in Amman. The questionnaire was distributed to all members of the study community (64.9%). Several statistical methods were used to suit the objectives of the study, including Path Analysis, One Sample T-test, and Cronbach Alpha. The results of this study showed a statistically significant effect at the level of (α≥.0.0) of the factors of electronic commerce (technological Determinants, administrative Determinants, organizational Determinants) on the reputation of the organization (flexibility, cultural paving, commitment to quality) Oman, and also a significant indirect effect at the level of significance (α≥.0.0) of electronic commerce Determinants (technological Determinants, administrative Determinants, regulatory Determinants) on the factors of the organization's reputation (flexibility, cultural paving, commitment to quality) Electronic customer relationships as an intermediary variable. س Based on the results, the study presented a number of recommendations, the most important of which is to raise awareness among employees on how to use e-commerce applications by holding training courses for them, providing an appropriate working environment and motivating them through several ways to stimulate their job creation. The use of e-commerce sites and the need to study for a sector other than the sector surveyed the importance of the organizations of e-commerce in our time. Keywords: E-commerce, Travel and Tourism Companies, Organization Reputation, Customer Relationship Management.

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