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The Impact of Customer Relationship Management (CRM) on Organizational Performance: A Case Study of Dar Petroleum Operation Company in Juba, South Sudan

Author

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  • Abraham Padiet Deng Alony

    (Department of Business Management, University of Juba, Juba, South Sudan.)

Abstract

This study examines the impact of Customer Relationship Management (CRM) practices on organizational performance at DAR Petroleum Operating Company in Juba, South Sudan, with a focus on complaint handling (CH) as a key CRM function. Recognizing CRM as a strategic driver for business growth, the research explores how effective CH influences customer satisfaction, operational efficiency, and overall performance. Using a quantitative approach, regression analysis was applied to assess the relationship between CH and organizational performance (OP). The results reveal a statistically significant, moderate positive correlation between CH and OP (r = 0.456, p

Suggested Citation

  • Abraham Padiet Deng Alony, 2025. "The Impact of Customer Relationship Management (CRM) on Organizational Performance: A Case Study of Dar Petroleum Operation Company in Juba, South Sudan," International Journal of Science and Business, IJSAB International, vol. 46(1), pages 50-78.
    • Handle: RePEc:aif:journl:v:46:y:2025:i:1:p:50-78
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    References listed on IDEAS

    as
    1. Seyed Mostafa Seyedpour & Ali Safari & Ali Nasr Isfahani, 2020. "Formulating an organizational pride model for the National Iranian Oil Company," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1794679-179, January.
    2. Obaid Mobarak Al-Shuridah & Nelson Oly Ndubisi, 2023. "The Effect of Sustainability Orientation on CRM Adoption," Sustainability, MDPI, vol. 15(13), pages 1-14, June.
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