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Customer Relationship Management and Customer Retention in Jordanian Bank

Author

Listed:
  • Mohammad Fayez Qasem
  • Mohammed Abdallah Abukhadijeh
  • Mohammad Abd Alaffo Aladham

Abstract

This study examined the impact of CRM Activities on bank¡¯s customer retention in Jordan. In order to collect the data of study the researchers designed a survey, the sample was collected from (405) customers of Jordanian banks' as respondents for the research questionnaire in 2016, by using a random sampling method, using Google form and survey monkey. 388 questionnaires were usable, incomplete returned questionnaires had been eliminated. The statistical results provide evidence on the significant positive relationship between CRM Activities and Attitudes of bank¡¯s customers. the significant analysis revealed that there is a significant positive relationship between the independent variables ( i,e CRM Activities represented Solving customers, Quality of service, Behavior of the employees, CRM technology; and Activities to retain) and Attitudes of Banks Customer as a dependent variable (trust, affective commitment, and customer retention), also the statistical analysis revealed that there is a no significant relationship between behavior of the employees and affective commitment, and activities to retain and customer retention.

Suggested Citation

  • Mohammad Fayez Qasem & Mohammed Abdallah Abukhadijeh & Mohammad Abd Alaffo Aladham, 2016. "Customer Relationship Management and Customer Retention in Jordanian Bank," International Business Research, Canadian Center of Science and Education, vol. 9(9), pages 41-50, September.
    • Handle: RePEc:ibn:ibrjnl:v:9:y:2016:i:9:p:41-50
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    Citations

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    Cited by:

    1. Abdul Aziz Farid Saymeh & Rashed Mohamad Salameh, 2021. "Factors Affecting Service Share Prices at Amman Stock Exchange," International Journal of Business and Management, Canadian Center of Science and Education, vol. 14(7), pages 149-149, July.
    2. Mohammad Abd Alaffo AlAdham & Mohammed Abdallah Abukhadijeh & Mohammad Fayez Qasem, 2016. "Tax Evasion and Tax Awareness Evidence from Jordan," International Business Research, Canadian Center of Science and Education, vol. 9(12), pages 65-75, December.

    More about this item

    Keywords

    CRM; customer retention; Jordanian banks;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

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