The Role of Customer Relationship Management in Improving Customer Satisfaction in the Telecommunication Industry

Maher Fadhil Mohammed; Oday Jaddoa Abed Alfalahi; Mohammed Sami Rashid ALKHATEEB

doi:10.61132/manuhara.v2i4.1225

Authors

Maher Fadhil Mohammed Ministry of Higher Education and Scientific Research/ Directorate of Construction and Projects, Iraq/Baghdad
Oday Jaddoa Abed Alfalahi Ministry of Education / General Directorate of Education, Anbar / Department of Vocational Education, Anbar
Mohammed Sami Rashid ALKHATEEB Ministry of Higher Education and Scientific Research/ Studies, planning &follow up Directorate

DOI:

https://doi.org/10.61132/manuhara.v2i4.1225

Keywords:

Customer Relationship Management, Telecommunications Industry, Customer satisfaction, Pearson Correlation, Linear Regression.

Abstract

Customer satisfaction holds sufficient prejudice in the telecommunications industry. This research analyzes customer relationship management to enhance customer satisfaction in the telecommunications industry. This research uses a quantitative approach under an exploratory design to study customer satisfaction impact on customer relationship management. 300 participants were selected through simple random sampling. The data was analyzed through SPSS, by using the coefficient of Pearson Correlation. The independent variable in the research is customer relationship management and the dependent variable is customer satisfaction. The results of the research show the value of Pearson correlation is 0.067, that shows that the correlation between customer satisfaction and customer relationship management is negligible or has no correlation. The p-value of the correlation is 0.245, that shows that there is only 24.5% chance that the independent variable, customer relationship management and dependent variable, customer satisfaction depend on each other, and the results of correlation are statistically insignificant.

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