مجلة نماء للإقتصاد والتجارة
Volume 9, Numéro 1, Pages 107-125
2025-06-30

Electronic Customer Relationship Management As A Mechanism To Enhance Customer Value – A Case Study On A Sample Of Algeria Telecom Customers



Authors : Bouderdja Ramzi .

Abstract

The research aims to examine the influence of electronic customer relationship management (E-CRM) dimensions on enhancing customer value among service companies. To this end, we conducted a field research by distributing questionnaires to 420 customers from various customers of Algeria Telecom, state of Mila. The data for the studies was processed using the Statistical Package for the Social Sciences (SPSS), employing various statistical methodologies. The research arrived at some conclusions of which the most important one is that there existed a statistically significant positive effect of implementing E-CRM towards customer value creation and 40% correlation between the variables. The study recommended that service enterprises should pay attention to electronically managing their relationships with customers due to its positive impact on enhancing customer value in its three dimensions (monetary, social, and emotional).

Keywords

Electronic Customer Relationship Management (E-CRM) ; Customer value (CV) ; E-CRM dimensions ; Algeria telecom.

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