Staff View: The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction

The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction

In today's competitive business environment, the implementation of Customer Relationship Management (CRM) strategies is essential for firms to succeed. The purpose of this study is to investigate the relationship between CRM, customer satisfaction, and business profitability in the Jordanian lo...

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Main Authors:	Fraihat B.A.M., Abozraiq A.M., Ababneh A.M., Khraiwish A., Almasarweh M.S., Alghasawneh Y.S.S.
Other Authors:	58061963100
Format:	Article
Published:	Growing Science 2024
Subjects:	Business Profitability CRM Customer Satisfaction Jordanian logistics industry
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id	my.uniten.dspace-34118
record_format	dspace
spelling	my.uniten.dspace-341182024-10-14T11:18:02Z The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction Fraihat B.A.M. Abozraiq A.M. Ababneh A.M. Khraiwish A. Almasarweh M.S. Alghasawneh Y.S.S. 58061963100 58619413900 57209234171 24463328600 57204514090 58312914400 Business Profitability CRM Customer Satisfaction Jordanian logistics industry In today's competitive business environment, the implementation of Customer Relationship Management (CRM) strategies is essential for firms to succeed. The purpose of this study is to investigate the relationship between CRM, customer satisfaction, and business profitability in the Jordanian logistics industry. Specifically, the study examines how customer satisfaction mediates the effect of three key CRM on business profitability. To achieve this, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze data collected from 384 employees of logistics firms in Jordan. The results of the study suggest that CRM positively affects customer satisfaction, and that customer satisfaction has a significant mediating effect on the relationship between CRM and business profitability. The findings of this study have important implications for logistics firms seeking to improve their business profitability through the adoption of CRM. By focusing on the three key CRM (Customer Identification, Customer Acquisition, and Customer Analytics), firms can improve their customer satisfaction levels, which, in turn, can lead to improved business profitability. This study adds to the growing body of literature on CRM practices and their impact on business profitability, particularly in the context of the Jordanian logistics industry. � 2023 by the authors licensee Growing Science, Canada. Final 2024-10-14T03:18:02Z 2024-10-14T03:18:02Z 2023 Article 10.5267/j.dsl.2023.6.003 2-s2.0-85172388135 https://www.scopus.com/inward/record.uri?eid=2-s2.0-85172388135&doi=10.5267%2fj.dsl.2023.6.003&partnerID=40&md5=9b4274aab24976b8e7d0771f42f2c73d https://irepository.uniten.edu.my/handle/123456789/34118 12 4 783 794 All Open Access Gold Open Access Growing Science Scopus
institution	Universiti Tenaga Nasional
building	UNITEN Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Tenaga Nasional
content_source	UNITEN Institutional Repository
url_provider	http://dspace.uniten.edu.my/
topic	Business Profitability CRM Customer Satisfaction Jordanian logistics industry
spellingShingle	Business Profitability CRM Customer Satisfaction Jordanian logistics industry Fraihat B.A.M. Abozraiq A.M. Ababneh A.M. Khraiwish A. Almasarweh M.S. Alghasawneh Y.S.S. The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
description	In today's competitive business environment, the implementation of Customer Relationship Management (CRM) strategies is essential for firms to succeed. The purpose of this study is to investigate the relationship between CRM, customer satisfaction, and business profitability in the Jordanian logistics industry. Specifically, the study examines how customer satisfaction mediates the effect of three key CRM on business profitability. To achieve this, Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze data collected from 384 employees of logistics firms in Jordan. The results of the study suggest that CRM positively affects customer satisfaction, and that customer satisfaction has a significant mediating effect on the relationship between CRM and business profitability. The findings of this study have important implications for logistics firms seeking to improve their business profitability through the adoption of CRM. By focusing on the three key CRM (Customer Identification, Customer Acquisition, and Customer Analytics), firms can improve their customer satisfaction levels, which, in turn, can lead to improved business profitability. This study adds to the growing body of literature on CRM practices and their impact on business profitability, particularly in the context of the Jordanian logistics industry. � 2023 by the authors
author2	58061963100
author_facet	58061963100 Fraihat B.A.M. Abozraiq A.M. Ababneh A.M. Khraiwish A. Almasarweh M.S. Alghasawneh Y.S.S.
format	Article
author	Fraihat B.A.M. Abozraiq A.M. Ababneh A.M. Khraiwish A. Almasarweh M.S. Alghasawneh Y.S.S.
author_sort	Fraihat B.A.M.
title	The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
title_short	The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
title_full	The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
title_fullStr	The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
title_full_unstemmed	The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction
title_sort	effect of customer relationship management (crm) on business profitability in jordanian logistics industries: the mediating role of customer satisfaction
publisher	Growing Science
publishDate	2024
_version_	1814061041900847104
score	13.222552

The effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfaction

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