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Impact of Electronic Customer Relationship Management on Purchase Intention with mediation role of Customer E-Satisfaction: evidence from Egyptian SMEs

Article

Last updated: 03 Jan 2025

Subjects

-

Tags

إدارة الأعمال

Abstract

The purpose of this research is to empirically investigate the impact of electronic customer relationship management (E-CRM) on purchase Intention with mediation role of Customer E-Satisfaction: evidence from Egyptian SMEs. The methodology is performed based on quantitative analysis by using 440 questionnaires collected from customers to gather required data and structural equation model analyses (SEM) using AMOS software. The main conclusions drawn from this study are the direct effect between E- CRM and Purchase Intention is statistically significant, the direct effect between E- CRM and Customer E-Satisfaction is statistically significant. the direct effect between Customer E-Satisfaction and Purchase Intention is statistically significant. Finally, the study found that there is partial mediation effect of the Customer E-Satisfaction between the relationship of E- CRM and Purchase Intention in the Egyptian SMEs.

DOI

10.21608/aja.2024.277492.1610

Keywords

E- CRM, Customer E- satisfaction, Purchase Intention, SMEs

Authors

First Name

Emad

Last Name

Elhabashy

MiddleName

-

Affiliation

the Arab Academy for Science and Technology & Maritime Transport, Alexandria

Email

emadelhabashy1@gmail.com

City

الأسكندرية

Orcid

-

First Name

Mohamed A.

Last Name

Ragheb

MiddleName

-

Affiliation

the Arab Academy for Science and Technology & Maritime Transport, Alexandria

Email

raghebmm@aast.edu

City

-

Orcid

-

First Name

Heba Hassan

Last Name

Sadek

MiddleName

-

Affiliation

the Arab Academy for Science and Technology & Maritime Transport, Alexandria

Email

hebahassan@aast.edu

City

الأسكندرية

Orcid

-

First Name

Mohamed

Last Name

Abokhasaba

MiddleName

-

Affiliation

the faculty of business, Alexandria University, Alexandria

Email

moh_khashba@yahoo.com

City

الأسكندرية

Orcid

-

Volume

44

Article Issue

6

Related Issue

44756

Issue Date

2024-12-01

Receive Date

2024-03-17

Publish Date

2024-12-01

Page Start

305

Page End

318

Print ISSN

1110-5453

Online ISSN

2663-4473

Link

https://aja.journals.ekb.eg/article_353716.html

Detail API

https://aja.journals.ekb.eg/service?article_code=353716

Order

353,716

Type

بحوث باللغة الإنجلیزیة

Type Code

707

Publication Type

Journal

Publication Title

المجلة العربية للإدارة

Publication Link

https://aja.journals.ekb.eg/

MainTitle

Impact of Electronic Customer Relationship Management on Purchase Intention with mediation role of Customer E-Satisfaction: evidence from Egyptian SMEs

Details

Type

Article

Created At

24 Dec 2024