The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine

The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these...

Full description

Saved in:
Bibliographic Details
Published in:Modern applied science 2017-11, Vol.11 (12), p.84
Main Authors: Iriqat, Raed Ali, Abu Daqar, Mohannad A. M.
Format: Article
Language:English
Citations: Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
cited_by cdi_FETCH-LOGICAL-c824-85c71e4a246b61da0f6e444c8461e7f667d35ce95f54983406cda15bb5f049fc3
cites
container_end_page
container_issue 12
container_start_page 84
container_title Modern applied science
container_volume 11
creator Iriqat, Raed Ali
Abu Daqar, Mohannad A. M.
description The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P< 0.05). The scholars’ found that service quality significantly predicted customers’ satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank’s customers.
doi_str_mv 10.5539/mas.v11n12p84
format article
fullrecord <record><control><sourceid>crossref</sourceid><recordid>TN_cdi_crossref_primary_10_5539_mas_v11n12p84</recordid><sourceformat>XML</sourceformat><sourcesystem>PC</sourcesystem><sourcerecordid>10_5539_mas_v11n12p84</sourcerecordid><originalsourceid>FETCH-LOGICAL-c824-85c71e4a246b61da0f6e444c8461e7f667d35ce95f54983406cda15bb5f049fc3</originalsourceid><addsrcrecordid>eNo9kE1OwzAQhS0EEqWwZO8LpNjx2ImXUBWKVAQq3UdTZ9wGEqfEAYkd1-B6nISWn67mjfS-t_gYO5dipLWyFw3G0ZuUQaabHA7YQFqpEpnr9HCfAY7ZSYxPQpjUKjtgL4s18XlbE289H7_Gvm2o43Oqsa_aENfVht9hwBU1FHreBj4JawyuCiveb8l_In59fPLHLRM9uh3Jq_BTuMLwHHfPA9YU-yrQKTvyWEc6-7tDtrieLMbTZHZ_czu-nCUuTyHJtcskAaZglkaWKLwhAHA5GEmZNyYrlXZktddgcwXCuBKlXi61F2C9U0OW_M66ro2xI19suqrB7r2QotjpKra6ir0u9Q3xXGF2</addsrcrecordid><sourcetype>Aggregation Database</sourcetype><iscdi>true</iscdi><recordtype>article</recordtype></control><display><type>article</type><title>The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine</title><source>Free Full-Text Journals in Chemistry</source><creator>Iriqat, Raed Ali ; Abu Daqar, Mohannad A. M.</creator><creatorcontrib>Iriqat, Raed Ali ; Abu Daqar, Mohannad A. M.</creatorcontrib><description>The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P&lt; 0.05). The scholars’ found that service quality significantly predicted customers’ satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank’s customers.</description><identifier>ISSN: 1913-1844</identifier><identifier>EISSN: 1913-1852</identifier><identifier>DOI: 10.5539/mas.v11n12p84</identifier><language>eng</language><ispartof>Modern applied science, 2017-11, Vol.11 (12), p.84</ispartof><woscitedreferencessubscribed>false</woscitedreferencessubscribed><citedby>FETCH-LOGICAL-c824-85c71e4a246b61da0f6e444c8461e7f667d35ce95f54983406cda15bb5f049fc3</citedby></display><links><openurl>$$Topenurl_article</openurl><openurlfulltext>$$Topenurlfull_article</openurlfulltext><thumbnail>$$Tsyndetics_thumb_exl</thumbnail><link.rule.ids>314,780,784,27924,27925</link.rule.ids></links><search><creatorcontrib>Iriqat, Raed Ali</creatorcontrib><creatorcontrib>Abu Daqar, Mohannad A. M.</creatorcontrib><title>The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine</title><title>Modern applied science</title><description>The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P&lt; 0.05). The scholars’ found that service quality significantly predicted customers’ satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank’s customers.</description><issn>1913-1844</issn><issn>1913-1852</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2017</creationdate><recordtype>article</recordtype><recordid>eNo9kE1OwzAQhS0EEqWwZO8LpNjx2ImXUBWKVAQq3UdTZ9wGEqfEAYkd1-B6nISWn67mjfS-t_gYO5dipLWyFw3G0ZuUQaabHA7YQFqpEpnr9HCfAY7ZSYxPQpjUKjtgL4s18XlbE289H7_Gvm2o43Oqsa_aENfVht9hwBU1FHreBj4JawyuCiveb8l_In59fPLHLRM9uh3Jq_BTuMLwHHfPA9YU-yrQKTvyWEc6-7tDtrieLMbTZHZ_czu-nCUuTyHJtcskAaZglkaWKLwhAHA5GEmZNyYrlXZktddgcwXCuBKlXi61F2C9U0OW_M66ro2xI19suqrB7r2QotjpKra6ir0u9Q3xXGF2</recordid><startdate>20171129</startdate><enddate>20171129</enddate><creator>Iriqat, Raed Ali</creator><creator>Abu Daqar, Mohannad A. M.</creator><scope>AAYXX</scope><scope>CITATION</scope></search><sort><creationdate>20171129</creationdate><title>The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine</title><author>Iriqat, Raed Ali ; Abu Daqar, Mohannad A. M.</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c824-85c71e4a246b61da0f6e444c8461e7f667d35ce95f54983406cda15bb5f049fc3</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2017</creationdate><toplevel>online_resources</toplevel><creatorcontrib>Iriqat, Raed Ali</creatorcontrib><creatorcontrib>Abu Daqar, Mohannad A. M.</creatorcontrib><collection>CrossRef</collection><jtitle>Modern applied science</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Iriqat, Raed Ali</au><au>Abu Daqar, Mohannad A. M.</au><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine</atitle><jtitle>Modern applied science</jtitle><date>2017-11-29</date><risdate>2017</risdate><volume>11</volume><issue>12</issue><spage>84</spage><pages>84-</pages><issn>1913-1844</issn><eissn>1913-1852</eissn><abstract>The aim of this paper is to investigate the role of customer relationship management on customers’ satisfaction in the banks in Palestine. The primary data was collected from Palestinian Banking Employees. Based on the multiple regression analysis and person correlation tests, this paper finds these results that the regression indicated these two predictors: CRM system integration and Service quality explained 64.2% of the variance (R²= 0.642, F (5,223) =50.222, P&lt; 0.05). The scholars’ found that service quality significantly predicted customers’ satisfaction (ß=.191=, p=0.001), as did CRM system integration (ß=.727=, p=0.000). In addition, study finds that there is a positive significant relationship between customer relationship management dimensions and customers satisfaction. Finally, this study recommended keeping the effective communication between CRM and the bank’s customers.</abstract><doi>10.5539/mas.v11n12p84</doi></addata></record>
fulltext fulltext
identifier ISSN: 1913-1844
ispartof Modern applied science, 2017-11, Vol.11 (12), p.84
issn 1913-1844
1913-1852
language eng
recordid cdi_crossref_primary_10_5539_mas_v11n12p84
source Free Full-Text Journals in Chemistry
title The Role of Customer Relationship Management on Enhancing the Customers’ Satisfaction in the Banks in Palestine
url http://sfxeu10.hosted.exlibrisgroup.com/loughborough?ctx_ver=Z39.88-2004&ctx_enc=info:ofi/enc:UTF-8&ctx_tim=2024-12-23T23%3A43%3A43IST&url_ver=Z39.88-2004&url_ctx_fmt=infofi/fmt:kev:mtx:ctx&rfr_id=info:sid/primo.exlibrisgroup.com:primo3-Article-crossref&rft_val_fmt=info:ofi/fmt:kev:mtx:journal&rft.genre=article&rft.atitle=The%20Role%20of%20Customer%20Relationship%20Management%20on%20Enhancing%20the%20Customers%E2%80%99%20Satisfaction%20in%20the%20Banks%20in%20Palestine&rft.jtitle=Modern%20applied%20science&rft.au=Iriqat,%20Raed%20Ali&rft.date=2017-11-29&rft.volume=11&rft.issue=12&rft.spage=84&rft.pages=84-&rft.issn=1913-1844&rft.eissn=1913-1852&rft_id=info:doi/10.5539/mas.v11n12p84&rft_dat=%3Ccrossref%3E10_5539_mas_v11n12p84%3C/crossref%3E%3Cgrp_id%3Ecdi_FETCH-LOGICAL-c824-85c71e4a246b61da0f6e444c8461e7f667d35ce95f54983406cda15bb5f049fc3%3C/grp_id%3E%3Coa%3E%3C/oa%3E%3Curl%3E%3C/url%3E&rft_id=info:oai/&rft_id=info:pmid/&rfr_iscdi=true