أثر أبعاد إدارة علاقات الزبائن عمى والاء الزبائن من خلال الميزة التنافسية " دراسة حالة: في الشركة الاردنية للمطيران-الاردن

الملا, مصطفى (2017) أثر أبعاد إدارة علاقات الزبائن عمى والاء الزبائن من خلال الميزة التنافسية " دراسة حالة: في الشركة الاردنية للمطيران-الاردن. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The aim of the study is to find out the impact of customer relationship management dimensions on customer loyalty through competitive advantage in the Aviation sector in Jordan aviation company, in an attempt to deal with empirical problem of field study whose content is: lack in customer relationship management and the absence of focusing on a clear methodology and the implementation in reality which weakness customer loyalty. Therefore, to achieve the aims of the study four main hypotheses were formulated, six null sub-hypotheses were derived. The study applied on Jordan aviation company the population of the study reached (410) persons .Data were collected through questionnaire prepared for this purpose after it was subjected to validity and reliability tests, The study used a set of social science (SPSS). The study reached several conclusions such as: There is a significant impact of customers relations management on Customer Loyalty, There is a significant impact dimensions of Customer relationship management on loyalty through mediation variable competitive advantage with dimensions. The most important recommendation of this study is: 1- Jordan aviation company should to improve strategies and amazing learning program to build a good relation with customers and sustain of them and push the level of loyalty. 2- Accomplish more of the study that related with the customer relationship management and the impact on loyalty through competitive advantage that gives many services sector. 3-Company’s management need to adopt the principle that customers are a source of information, as this information constitutes a good base to be relied upon in the development of plans and strategies to increase customer loyalty. ط Keywords: Customer Relationship Management, Loyalty, Competitive advantage, Jordan Aviation Company.

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