@article{talet2011perception,
  title = {The Perception of Customer Relationship Management Adoption: Case of Mobile Companies in Saudi Arabia},
  author = {Amine Nehari Talet and Mazen Harbi Shawosh and Saeed A. Al-Saeed },
  year = 2011,
  url = {https://ibimapublishing.com/articles/JMTKS/2011/940658/},
  journal = {Journal of Mobile Technologies, Knowledge and Society},
  volume = (2011),
  pages = 13,
  doi = 10.5171/2011.940658,
  abstract = {The purpose of this study is to ascertain customer satisfaction perception of Customer Relationship Management (CRM) adoption by mobile telecom companies in Saudi Arabia. This study surveys more than 440  mobile telecom customers to investigate their opinion about the quality of offered customer services by mobile telecom companies and its impact on customer satisfaction and hence customer. The study concentrates on the main three channels used by mobile companies to provide customer services (customer service offices, phone operator and web site services).  Empirical findings present evidence that the quality of customer service significantly affect customer satisfaction and thus customer loyalty.  It is found that the majority of customers preferred to use phone operator than office customer services.},
  keywords = {Customer Relationship Management (CRM),  Customer Satisfaction, Customer loyalty},
  note = Article ID: 940658
}