Customer Relationship Management and Customer Retention in Jordanian Bank

Mohammad Fayez Qasem, Mohammed Abdallah Abukhadijeh, Mohammad "Abd Alaffo" Aladham
2016 International Business Research  
<p>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
more » ... icant 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.</p>
doi:10.5539/ibr.v9n9p41 fatcat:qp55i2binfccpi5xzmy7k5kezi