The Effects OF Customer Relationship Management (CRM) Practices On Airlines Customer Satisfaction And Loyalty A Case Study On Egypt Air

Mohamed Nobi Ali, Hager

doi:10.21608/jsb.2021.157830

The Effects OF Customer Relationship Management (CRM) Practices On Airlines Customer Satisfaction And Loyalty A Case Study On Egypt Air

Document Type : Original Article

Author

Hager Mohamed Nobi Ali

Mass Communications Departement. Faculty Of Arts.Helwan University

10.21608/jsb.2021.157830

Abstract

The concept of customer relationship management is relatively modern and this has led to the absence of a correct understanding of this concept in some organizations، and even though the customer is the main element in achieving the competitive advantage of the organization، as without the customer there is no organization، so this study is examined in an attempt. To know the effects of professional practices represented in the quality of customer services، as well as the communication practices that the company carries out and its role in satisfying the customers of EgyptAir through the quality provided to the customers and the cost and the company's response to the requirements of its customers and providing of distinguished services to them and the market share of the company in the market within the dimensions This study seeks to know the effects of customer relationship management practices in achieving competitive advantages for EgyptAir and its reflection on the satisfaction and loyalty of its customers. The study was conducted on EgyptAir and the researcher relied on an intentional sample of Passengers (300) items according to a specific feature، which is the only Passengers traveling on EgyptAir، and the researcher used a questionnaire form as a tool to collect data and the results showed evidence of the tested hypotheses of the study، which indicate a positive effect on the relationship between the professional and communication practices of customer relationship management and the level of customer satisfaction and loyalty in EgyptAir، in addition to a positive relationship between the awareness of competitive advantages and the degree of satisfaction and loyalty of the company's customers EgyptAir

Keywords

Main Subjects

Public relations

References

- Jeong yong Ahn & Others , On the design concepts for CRM system , Industrial Management & Data System , Vol.103, No.5, 2003, p.325.

[1]- Lovia Eduankuma Bugubie Abu, Customer relationship management as a strategic tool for competitive advantage (A case of SIC insurance company limited) , Master Thesis of Business Administration , Nkrumah University of Science and Technology , june ,2011, P.13.

[1]- Selime sezgin & others , Ameasurement tool for customer relationship management processes, Industrial management & Data systems , Vol.111, No.6, 2011, P. 944

[1]- Marko Laketa & Others , Customer relationship Management concept and importance for Banking sector , UTMS Journal of Economics , Vol.6 , No. 2 , P. 241.

[1]- Yonggui wang & Others , Customer Relationship Management Capabilities Measurement ,Antecedents and Consequences , Management Decicion, Vol.50, No.1, 2012, P.116.

[1] - Marko Laketa & others , Customer relationship management : concept and important for banking sector , UTMS Journal of Economics , Vol.6, No. 2 , 2015, Pp.246:248.

- Mohsen mohsenzadeh &other , the mediating role of competitive strategyies in the effect of firm competences and export performance , procedia Economics and Finance , Vol.36,2016, Pp.456:466.

- Asieh fathali & others , Examining the corporate innovation :an empirical study in automobile industry , International journal of Asian social science , Vol.6, No.2 , 2016, Pp.135:145.

- Ladipo patric kunle Ade & other , The influence of marketing intelligence on business competitive advantage : A study of Dimond bank PLC , Journal of competitiveness , Vol.9 , Issue 1, March 2017 , Pp. 51:71.

[1] - Mehran Dehghani Ghahfarokhi, The impact of CRM on customer retention in Malaysia , International Conference on Electrical Engineering and Informatics ,Vol.2 ,Selangor , Malaysia , August 2009.

[1] - Mehrdad Alipour &Other,The effect of customer relation ship management (CRM) on achieving competitive advantage of manufacturing tractor , Global Journal of Management and Business Research , Vol.11, Issue 5, Version 1.0, April 2011.

[1]- Duygu Kocoglu & Other , Customer relationship management and customer loyalty : A survey in the sector of banking , International Journal of Business and social science , Vol.3, No.3 , February 2012, Pp.282:291.

[1]- George K. Amoako and Other , The impact of effective customer relationship management (CRM)on repurchase : A case study of Golden Tulip hotel (AccrA - Ghana), African Journal of marketing management , Vol.4, No.1, 2012, Pp..17:29.

[1]- Choi Sang Long and Others ,'' Impact of CRM Factors on customer satisfaction and loyalty '' , Asian Social Science , Vol.9, No.10, Canadian Center of science , 2013, Pp. 247: 253.

[1] - Nadereh Sadat Rastghalam and Other , Studying Effect of Customer Relationship Management on Customer Satisfaction Case Study

: Moallem Insurance Company in Isfahan Province , International Journal of Academic Research in Business and Social Sciences , September 2014, Vol. 4, No. 9 , Pp. 105:113.

[1] - Siphiwe Plaxcedes Mandina , Contribution of CRM strategies in Enhancing customer loyalty , Journal of Marketing Development and Competitiveness , Vol.8, No.2, 2014,Pp.69:87.

Avaliable At : http://askzad.com/Bibliographic?service=7&imageName=78364446349&imageCount&key=PAJI_Bibliographic_Content.

[1]- Abdolaziz Abtin & Other , The impact of relationship marketing on customer loyalty enhancement (Case study :Kerman Iran Insurance Company) , Marketing and Branding Research , 3 (2016) , Pp. 41 :49.

[1] - Ali Falah Al Zoubi ,The role of customer relationship management in achieving competitive advantage (A prospective study on a sample of employees at banks in Irbid city) , Journal of Marketing Management , June 2016 , No.1 , Pp.137-150.

[1]- Sri Harryani , Customer relationship management influence on customer value , product quality and service quality in improving customer satisfaction and its implication of the customer loyalty , JournalEconomic Business , Vol.22, No.2, 2017, Pp. 160:165.

[1] - Ali Falah Al Zoubi,Op.cit, P.138.

[1] - Richard D.Waters and others, Engaging stakeholders through social networking: How nonprofit organizations are using Facebook, Public Relations Review, vol.35, 2009, p.102- 103.

[1] - Salah M. Diab , Using the competitive diminisions to achieve competitive advantage – a study on Jordanian private hospitals , International journal of academic research in business and social science , September 2017, VOL.4, No. 9,p.141.

[1]- Salah M. Diab, 0p.cit, p.140.

[1] - Motteh saleh Al- shibly & other, THE Impact of marketing by relationships to achieve competitive advantage – a case study " cellular telecommunications companies in jordan" , Journal of Marketing Management , December 2017, Vol.5, NO.2, P.38.

[1]- Denis khantimirov , Market Share as a measure of performance conceptual issues and finiancial accountability for marketing activities within a firm , journal of research in marketing , Vol. 7, No. 3, August 2017, P. 588.

[1] - Mohamed Alamgir and Other, Customer relationship management (CRM) success factors : An Explotary study , Ecoforum , Vol.4, Issue 1(6), 2015, Pp. 53-54.

https://www.egyptair.com/ar/about-egyptair/Pages/story.aspx

[1] - werner j.reintz & other , the impact of customer relationship characteristics on profitable lifetime duration , Journal of Marketing , Vol.67, Issue 1, 2003 , Pp.77:99

[1]- Raghda climis , Factors of affecting customer rentention in the Airline industry , Journal of Management and Business Adminstration.central Europe , Vol.24, No.4, 2016, Pp.49:69.

[1]- Edral Arikan & other , the impact of corporate social responsibility , service quality and customer –company identification on customers , Procedia – social and Behavioural sciences , Vol.99, 2013, Pp.304 -313.

[1]- Adam Rapp & other , Performmance implications of customer – linking capabilities : Examining the complementary role of customer orientation and CRM technology , Journal of Business Research , Vol.63 , No.11 , 2010 , Pp. 1229:1236.

[1]- kofi Q. Dadize , consumer response to stock out in the online supply chain , International Journal of physical distribution &logistics Management , Vol.37, No.1, Pp.19-42.

[1] - Mosad Zieneldin ,Quality and customer relationship management (CRM)as competitive strategy in swedish banking industry , The TQM Magazine , Vol.17, No.4, 2005 , Pp.329 :344.

[1]- Choi sang long & others , Impact of CRM factors on customer satisfaction and loyalty , Asian Social Science , Vol.9 , No, 10 , Pp.247:253.

[1] - Liz lee Kelley & others , How to E- CRM can enhance customer loyalty , Marketing intelligence & planning , Vol.21 , No.4, Pp. 239:248.

[1] - Albert Caruana , Service loyalty the effects of service quality and the mediating role of customer satisfaction , European Journal of Marketing , Vol.36 , No. 7/8 , 2002 , Pp. 811:828.