The Role of Electronic Customers Relationship Management in Enhancing Customer Loyalty at Jordanian Telecommunication Industry

Abstract

The aim of this study is to demonstrate the role of E-CRM (Electronic customer relationship management) in enhancing the loyalty of the customer. E-CRM will be measured by its dimensions (customer service quality, information quality, fulfillment, rewards and ease of navigation) in customer loyalty. The study will focus on Jordanian telecommunication companies’ customers. The sample size will be determined after the proposal acceptance. A questionnaire will be developed to collect the primary information, which includes the questions that measure the variables of this study. The study will use qualitative and quantitative statistical methods to study the data, test hypotheses and reach the study results.