اثر إدارة علاقات العملاء في الأداء المالي للشركات :دراسة مسحية في الشركات المدرجة في سوق دمشق للأوراق المالية

الموضوعات

إدارة

الملخص

روابط وملفات

التعريف والنوع

رقم الوثيقة

070a2793-91aa-46a7-b185-e2941dd0bd9e

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

1965053_1.pdf

بيانات النشر

ترجمة العنوان

The Effect of Customer Relationship Management on Firms Financial Performance-A Survey on Companies Listed in Damascus Security Exchange

ألقاب المؤلفين

[{"name_ar":"سلمى غسان العظمة","title_ar":"اعداد","title_en":"Preparation"},{"name_ar":"مهند نبيل ارناؤط","title_ar":"اشراف","title_en":"Supervision"}]

اللغة

Arabic

المصدر والدورية

اسم المصدر

اثر إدارة علاقات العملاء في الأداء المالي للشركات :دراسة مسحية في الشركات المدرجة في سوق دمشق للأوراق المالية

المحتوى والصفحات

عدد الصفحات

218

ترجمة الملخص

This study aims to investigate the relationship between customer relationship management (CRM) and financial performance (FP) at the Damascus Stock Exchange(DSE). Also ،this study tries to investigate the level of CRM and customer loyalty as application at the (DSE) and weather there is a significant difference because of the effect of (Personal & Firm characteristics). In addition ،this study investigates the role of customer loyalty as a mediator variable to improve the relationship between CRM and FP. Moreover ،the study tries to examine the role of control; variables (Leverage ratio –Firm Size) to improve the relationship between CRM and FP. This study was implemented on DES customers using a questionnaire in order to measure CRM and customer loyalty dimensions ،and the number of respondents were (363)customer among different sectors. The study revealed different results after analyzing research hypotheses: (1) Results revealed that CRM dimensions are applied properly at the DSE ،and the highest applied dimension is (CRM organization –CRM technology –Knowledge management –Key customer factor –Top management commitment ) respectively.(2) Results revealed that customer loyalty dimensions are applied properly at the DSE ،and the highest applied dimension (Communication –Conversion Cost –service quality –commitment –satisfaction-trust -Image ) respectively. (3)Results revealed that there is a positive significant relationship between total CRM dimensions and total loyalty dimensions. In order to know which CRM dimension is strongly affect total loyalty dimension ،results showed that (Knowledge management ،top management commitment ،CRM technology –Key customer factor ،CRM organization) respectively ،has positive significant effect on total loyalty dimensions. (4)Results revealed that there is a weak positive significant effect between CRM dimensions and (EPS-ROA-ROE-AVG Closed Price). (5)Results revealed that ،customer loyalty is partially mediates the relationship between CRM and (EPS-AVG closed Price) but the effect is in significant. Whereas ،customer loyalty is not a mediator for the relationship between CRM and (ROA-ROE). (6)There is no improvement in the relationship between CRM and EPS when (Leverage-Firm Size) are included in the analysis as a control variables. Whereas ،there is a positive effect for CRM in (ROA-ROE-AVG closed price) when (Leverage-Firm Size) are included in the analysis as a control variables but this improvement is not significant.

إشراف وإعداد

الإشراف

مهند نبيل ارناؤط

الإعداد

سلمى غسان العظمة

الاقتباسات الببليوغرافية