The Impact of Customer Relationship Marketing on Customer Satisfaction of the Arab Bank Services

Abdullah Mohammad Al-Hersh (), Abdelmo'ti Suleiman Aburoub () and Abdalelah S. Saaty ()

International Journal of Academic Research in Business and Social Sciences, 2014, vol. 4, issue 5, 67-100

Abstract: Due to the rapid expansion in banks and the severe competition for customers’ retention, banks have started using various marketing strategies to achieve their objectives. Customer Relationship Marketing is one of the marketing strategies that may be used in this respect. The study aims to investigate the impact of Customer Relationship Marketing on Customer Satisfaction in Banking Industry in KSA and Jordan. An e-mail questionnaire was designed and sent to 500 hundred customers of Arab Bank in KSA and Jordan, creating two sample pools of respondents. A total of 151 of the collected questionnaires were valid. The study findings show medium to high degrees of positive attributes of the two samples toward Customer Relationship Marketing dimensions (trust, commitment, communication, empathy, social bonding and fulfilling promises) on customer satisfaction. The findings also indicate different attitudes regarding the importance of Customer Relationship Marketing dimension between the two samples. The findings also indicate different results regarding the impact of Customer Relationship Marketing on customer’s satisfaction due to gender, age and educational level. Ultimately, the study suggested that Arab bank, whether in the study’s two selected countries, or in other countries where it has branches and operates from, should apply Customer Relationship Marketing in order to maintain its market share in the market.

Keywords: Customer Relationship; Customer Satisfaction; Bank Services (search for similar items in EconPapers)
Date: 2014
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://hrmars.com/hrmars_papers/The_Impact_of_Cust ... ab_Bank_Services.pdf (application/pdf)
http://hrmars.com/hrmars_papers/The_Impact_of_Cust ... ab_Bank_Services.pdf (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:4:y:2014:i:5:p:67-100

Access Statistics for this article

More articles in International Journal of Academic Research in Business and Social Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().