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

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dc.citedby4
dc.contributor.authorFraihat B.A.M.en_US
dc.contributor.authorAbozraiq A.M.en_US
dc.contributor.authorAbabneh A.M.en_US
dc.contributor.authorKhraiwish A.en_US
dc.contributor.authorAlmasarweh M.S.en_US
dc.contributor.authorAlghasawneh Y.S.S.en_US
dc.contributor.authorid58061963100en_US
dc.contributor.authorid58619413900en_US
dc.contributor.authorid57209234171en_US
dc.contributor.authorid24463328600en_US
dc.contributor.authorid57204514090en_US
dc.contributor.authorid58312914400en_US
dc.date.accessioned2024-10-14T03:18:02Z
dc.date.available2024-10-14T03:18:02Z
dc.date.issued2023
dc.description.abstractIn 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 authorsen_US
dc.description.abstractlicensee Growing Science, Canada.en_US
dc.description.natureFinalen_US
dc.identifier.doi10.5267/j.dsl.2023.6.003
dc.identifier.epage794
dc.identifier.issue4
dc.identifier.scopus2-s2.0-85172388135
dc.identifier.spage783
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-85172388135&doi=10.5267%2fj.dsl.2023.6.003&partnerID=40&md5=9b4274aab24976b8e7d0771f42f2c73d
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/34118
dc.identifier.volume12
dc.pagecount11
dc.publisherGrowing Scienceen_US
dc.relation.ispartofAll Open Access
dc.relation.ispartofGold Open Access
dc.sourceScopus
dc.sourcetitleDecision Science Letters
dc.subjectBusiness Profitability
dc.subjectCRM
dc.subjectCustomer Satisfaction
dc.subjectJordanian logistics industry
dc.titleThe effect of customer relationship management (CRM) on business profitability in Jordanian logistics industries: The mediating role of customer satisfactionen_US
dc.typeArticleen_US
dspace.entity.typePublication
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