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- W2314051704 abstract "The purpose of this study is to ascertain customer satisfaction perception of Customer Relationship Management (CRM) adoption by mobile telecom companies in Saudi Arabia. This study surveys more than 440 mobile telecom customers to investigate their opinion about the quality of offered customer services by mobile telecom companies and its impact on customer satisfaction and hence customer. The study concentrates on the main three channels used by mobile companies to provide customer services (customer service offices, phone operator and web site services). Empirical findings present evidence that the quality of customer service significantly affect customer satisfaction and thus customer loyalty. It is found that the majority of customers preferred to use phone operator than office customer services." @default.
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- W2314051704 date "2011-01-01" @default.
- W2314051704 modified "2023-10-17" @default.
- W2314051704 title "The Perception of Customer Relationship Management Adoption: Case of Mobile Companies in Saudi Arabia" @default.
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- W2314051704 doi "https://doi.org/10.5171/2011.940658" @default.
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