دور إدارة العلاقة مع الزبون الإلكترونية في كسب رضا الزبائن -دراسة حالة بعض البنوك بسطيف-

Abstract

This study aims to highlight the role of electronic customer relationship management in gaining customer satisfaction, Through the application of the latter's dimensions (ECRM) in Algerian banks. To achieve the objectives of this study, the descriptive analytical method, Where information was collected by distributing 364 questionnaires to a sample of customers of some banks in the state of Setif, the information was processed and the study hypotheses were tested using the SPSS V23 statistical package for social sciences. The study concluded that there is a positive and strong impact of electronic customer relationship management in gaining customer satisfacti