The Impact of Customer Relationship Management on Customer Behavior: Case Study of Ooredoo for Telecommunications

Revue Des Sciences Commerciales, Vol.17, No.1

12 Pages Posted: 25 Jun 2018 Last revised: 13 Feb 2020

See all articles by Sid Ahmed Hadj Aissa

Sid Ahmed Hadj Aissa

University of Blida - Faculty of Economics

Thabit Thabit

Ninevah University

Hanniche Hadj

University of Blida - Faculty of Economics

Date Written: June 1, 2018

Abstract

This paper aims to determine the nature of the relationship between the dimensions of the Customer Relationship Management (Interactive communication, the service provided, and dealing with complaints) and the customer behavior (satisfaction and repurchasing).

The descriptive and analytical approaches were used by the researchers, the researchers used the descriptive approach by using the academic references to clarify the terms theoretically, and they used the analytical approach by making sample survey and analyzing the results statistically. The researchers designed a questionnaire to discover the influential relationship between CRM and customer behavior (for the customers of Ooredoo for telecommunications).

The researchers concluded in this research many outcomes and the most significant one was CRM has become very important in providing the organization with a significant market share in its competitive market. The main recommendation of the researchers was the need to pay attention to customers by conducting researches for studying the customer behaviors constantly to know their aspirations and desires and identify them effectively.

Keywords: CRM; Customer behaivors; Ooredoo telecomunications; Customer satistfication

Suggested Citation

Aissa, Sid Ahmed Hadj and Thabit, Thabit and Hadj, Hanniche, The Impact of Customer Relationship Management on Customer Behavior: Case Study of Ooredoo for Telecommunications (June 1, 2018). Revue Des Sciences Commerciales, Vol.17, No.1 , Available at SSRN: https://ssrn.com/abstract=3192717

Sid Ahmed Hadj Aissa

University of Blida - Faculty of Economics

Blida
Algeria

Thabit Thabit (Contact Author)

Ninevah University ( email )

Al-Majmoaa St.
Mosul, Ninevah 41002
Iraq

Hanniche Hadj

University of Blida - Faculty of Economics

Blida
Algeria

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