أثر ادارة عقات الزبائن الالكترونية على سمعة العلامة الالكترونية من خلال رضا زبائن الاسواق الحرة الاردنية

حمد, محمد أحمد سعيد (2020) أثر ادارة عقات الزبائن الالكترونية على سمعة العلامة الالكترونية من خلال رضا زبائن الاسواق الحرة الاردنية. Masters thesis, جامعة الشرق الاوسط.

Text أثر ادارة مخاطر الإئتمان المصرفي على الأداء المالي في البنوك التجارية الأردنية.pdf Download (2MB)

Abstract

The current study aimed to investigate the impact of electronic customer relationship management on the reputation of the electronic brand through the satisfaction of customers of the Jordanian duty free markets, using the descriptive analytical approach for collecting data and analyzing hypotheses. The study community was the duty free markets located in Queen Alia International Airport, and the study sample consisted of all passengers at Queen Alia International Airport, where a random sample of 300 passengers were taken and selected in a simple random manner according to the Sekran formula. The surveyed group consisted of all travelers at Queen Alia International Airport, as they are considered customers of Jordanian duty free markets, from different genders, age groups, different levels of scientific and professional categories. Out of a total of (300) distributed questionnaires, (8) questionnaires were excluded as they were not valid for statistical analysis, and therefore the percentage of analyzed questionnaires compared to the distributed questionnaires was (97.3%) The results showed that there was an effect of managing the electronic customer relationship with its dimensions (cost of service, quality of service, quality of relationship) on the reputation of the electronic brand in the Jordanian duty free markets, and the effect of managing the electronic customer relationship with its dimensions (cost of service, quality of service, quality of relationship) on customer satisfaction in the market in the Jordanian duty Free Zone, and the presence of an effect of customer satisfaction on the reputation of the electronic brand in the Jordanian duty free markets, in addition to partially mediating customer satisfaction. The impact of managing the electronic customer relationship in terms of its dimensions (service cost, quality of service, quality of relationship) on the reputation of the electronic brand in the free market. The study recommended increasing focus by the duty free market departments on the value of the customer as it emerged as a powerful influencing factor in all hypotheses, and this is evidence of the higher and middle departments' awareness of the importance of this element being a primary source of profit

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