The Impact of Customer Relationship Management (CRM) on Organizational Performance: A Case Study of Dar Petroleum Operation Company in Juba, South Sudan

Abraham Padiet Deng Alony
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Abraham Padiet Deng Alony: Department of Business Management, University of Juba, Juba, South Sudan.

International Journal of Science and Business, 2025, vol. 46, issue 1, 50-78

Abstract: This study examines the impact of Customer Relationship Management (CRM) practices on organizational performance at DAR Petroleum Operating Company in Juba, South Sudan, with a focus on complaint handling (CH) as a key CRM function. Recognizing CRM as a strategic driver for business growth, the research explores how effective CH influences customer satisfaction, operational efficiency, and overall performance. Using a quantitative approach, regression analysis was applied to assess the relationship between CH and organizational performance (OP). The results reveal a statistically significant, moderate positive correlation between CH and OP (r = 0.456, p

Keywords: Customer Relationship Management (CRM); Organizational Performance; Dar Petroleum Operating Company; South Sudan; Complaint Handling. (search for similar items in EconPapers)
Date: 2025
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