How to cite this paper
Alshurideh, M. (2022). Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan?.Uncertain Supply Chain Management, 10(2), 325-332.
Refrences
Aburayya, A., Alshurideh, M., Al Marzouqi, A., Al Diabat, O., Alfarsi, A., Suson, R., ... & Salloum, S. A. (2020). An empirical examination of the effect of TQM practices on hospital service quality: an assessment study in UAE hospitals. Systematic Reviews in Pharmacy, 11(9), 347-362.
Ada, S., Lawrence, Lo, Stalcup, D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management, 22(2), 139–159.
Ahmad, A., Alshurideh, M. T., Al Kurdi, B. H., & Salloum, S. A. (2021). Factors Impacts Organization Digital Transformation and Organization Decision Making During Covid19 Pandemic. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 95.
Ahmad, S., Zulkurnain, N., &Khairushalimi, F. (2016). Assessing the Validity and Reliability of a Measurement Model in Structural Equation Modeling (SEM). British Journal of Mathematics & Computer Science, 15(3), 1–8. https://doi.org/10.9734/BJMCS/2016/25183
Akour, I., Alshurideh, M., Al Kurdi, B., Al Ali, A., & Salloum, S. (2021). Using machine learning algorithms to predict people’s intention to use mobile learning platforms during the COVID-19 pandemic: machine learning approach. JMIR Medical Education, 7(1), e24032.
Al-Dmour, A., Al-Dmour, H., Al-Barghuthi, R., Al-Dmour, R., & Alshurideh, M. T. (2021). Factors Influencing the Adoption of E-Payment During Pandemic Outbreak (COVID-19): Empirical Evidence. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 133-154.
AlHamad, M., Akour, I., Alshurideh, M., Al-Hamad, A., Kurdi, B., & Alzoubi, H. (2021a). Predicting the intention to use google glass: A comparative approach using machine learning models and PLS-SEM. International Journal of Data and Network Science, 5(3), 311-320.
Al-Hamad, M., Mbaidin, H., AlHamad, A., Alshurideh, M., Kurdi, B., & Al-Hamad, N. (2021b). Investigating students' behavioral intention to use mobile learning in higher education in UAE during Coronavirus-19 pandemic. International Journal of Data and Network Science, 5(3), 321-330.
Rostami, A. R., Valmohammadi, C., & Yousefpoor, J. (2014). The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank. Industrial and Commercial Training, 4694, 220–227.
Al-Khayyal, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2021). Factors influencing electronic service quality on electronic loyalty in online shopping context: data analysis approach. In Enabling AI Applications in Data Science (pp. 367-378). Springer, Cham.
Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). Factors affect customer retention: A systematic review. In International Conference on Advanced Intelligent Systems and Informatics (pp. 656-667). Springer, Cham.
Al-Maroof, R., Ayoubi, K., Alhumaid, K., Aburayya, A., Alshurideh, M., Alfaisal, R., & Salloum, S. (2021). The acceptance of social media video for knowledge acquisition, sharing and application: A comparative study among YouYube users and TikTok users’ for medical purposes. International Journal of Data and Network Science, 5(3), 197.
Al-Refaie, A., AL Tahat D. and Bata, N. (2014). CRM/e-CRM effects on banks performance and customer bank relationship quality. International Journal of Enterprise Information Systems, 10(2), 62-80.
Al-Shabeel, S. (2012), Applications of Customer Relationship Management in the stages of e-procurement and its impact on building customer value, Master Thesis, Middle East University, Amman.
Alshamsi, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). The influence of service quality on customer retention: a systematic review in the higher education. In International Conference on Advanced Intelligent Systems and Informatics (pp. 404-416). Springer, Cham.
Alshurideh, M. (2016). Scope of customer retention problem in the mobile phone sector: a theoretical perspective. Journal of Marketing and Consumer Research, 20, 64-69.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M., Alsharari, N. M., & Al Kurdi, B. (2019). Supply chain integration and customer relationship management in the airline logistics. Theoretical Economics Letters, 9(02), 392-414.
Alshurideh, M., Al Kurdi, B., Salloum, S. A., Arpaci, I., & Al-Emran, M. (2020a). Predicting the actual use of m-learning systems: a comparative approach using PLS-SEM and machine learning algorithms. Interactive Learning Environments, 1-15.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020b). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Alshurideh, M. T., Al Kurdi, B., & Salloum, S. A. (2021). The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers. Review of International Business and Strategy. Review of International Business and Strategy 31(3), 375-396.
Alshurideh, M., Al-Hawary, S. I., Batayneh, A. M., Mohammad, A., & Al-Kurdi, B. (2017). The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty. Journal of Management Research, 9(2), 139–159.
Alzoubi, H., Alshurideh, M., Al Kurdi, B., Akour., I, and Azize, R. (2022) Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 1-12.
Alzoubi, H. M., Alshurideh, M., Al Kurdi, B. & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
De Leeuw, E., Hox, J., Silber, H., Struminskaya, B., & Vis, C. (2019). Development of an international survey attitude scale: Measurement equivalence, reliability, and predictive validity. Measurement Instruments for the Social Sciences, 1(1), 9.
Eichorn, F. (2018). Internal customer relationship management (IntCRM) a framework for achieving customer relationship management from the inside out. Management, 2(1), 154-177.
Feinberg, R., Kadam, R., Hokama, L., & Kim, I. (2002). The state of electronic customer relationship management in retailing. International Journal of Retail & Distribution Management, 30(10), 470-481.
Guadagno, N. (2000). The new economy demands Web-enabled call centers. Call Center Solutions. Norwalk, 19(1), 62-70.
Gupta, P. (2018). Importance of CRM in Indian Banking System: A contemporary insight. International Journal of Engineering and Management Research (IJEMR), 8(2), 124-127.
Hair, J. F., Babin, B. J., & Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hasan, A. (2018). Customer Relationship Management (CRM) practices of City Bank in customer retention perspective in Bangladesh. Global Journal of Management and Business Research, 18(2), 14-24.
Hendriyani, C., & Auliana, L. (2018). Transformation from relationship marketing to electronic customer relationship management: A literature study. Review of Integrative Business and Economics Research, 7(2), 116-124.
Howard, M. C. (2018). The convergent validity and nomological net of two methods to measure retroactive influences. Psychology of Consciousness: Theory, Research, and Practice, 5(3), 324–337. https://doi.org/10.1037/cns0000149
Kurdi, B., & Alshurideh, M., & Al afaishata, T. (2020a). Employee retention and organizational performance: Evidence from banking industry. Management Science Letters, 10(16), 3981-3990.
Kurdi, B., Alshurideh, M., & Alnaser, A. (2020b). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561-3570.
Liu, X. He, M. Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
Nail, C., Gantasala, S., & Prabhakar, G. (2010). Service quality and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243.
Nemzow, M. (1999). Ecommerce Stickiness for Customer Retention. Journal of Internet Banking and Commerce, 4(1), 1-5.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Rimkeviciene, J., Hawgood, J., O’Gorman, J., & De Leo, D. (2017). Construct Validity of the Acquired Capability for Suicide Scale: Factor Structure, Convergent and Discriminant Validity. Journal of Psychopathology and Behavioral Assessment, 39(2), 291–302. https://doi.org/10.1007/s10862-016-9576-4
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (Seventh edition). Wiley.
Shi, D., Lee, T., & Maydeu-Olivares, A. (2019). Understanding the Model Size Effect on SEM Fit Indices. Educational and Psychological Measurement, 79(2), 310–334. https://doi.org/10.1177/0013164418783530
Tseng, S. M., & Wu, P. H. (2014). The impact of customer knowledge and customer relationship management on service quality. International journal of quality and service sciences, 6(1), 77-96.
Sung, K.-S., Yi, Y. G., & Shin, H.-I. (2019). Reliability and validity of knee extensor strength measurements using a portable dynamometer anchoring system in a supine position. BMC Musculoskeletal Disorders, 20(1), 1–8.
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022) The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science 6(2), 1-8.
Wang, Y. A., & Rhemtulla, M. (2021). Power Analysis for Parameter Estimation in Structural Equation Modeling: A Discussion and Tutorial. Advances in Methods and Practices in Psychological Science, 4(1), 1–17.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial marketing management, 33(6), 475-489.
Zeithaml, V., Bitner, M. and Gremler, D. (2006). Services marketing: Integrating customer focus across the firm. 4th ed. NewYork: McGraw-Hill.
Zu’bi, Z., Al-Lozi, M., Dahiyat, S., Alshurideh, M., & Al Majali, A. (2012). Examining the effects of quality management practices on product variety. European Journal of Economics, Finance and Administrative Sciences, 51(1), 123-139.
Ada, S., Lawrence, Lo, Stalcup, D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management, 22(2), 139–159.
Ahmad, A., Alshurideh, M. T., Al Kurdi, B. H., & Salloum, S. A. (2021). Factors Impacts Organization Digital Transformation and Organization Decision Making During Covid19 Pandemic. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 95.
Ahmad, S., Zulkurnain, N., &Khairushalimi, F. (2016). Assessing the Validity and Reliability of a Measurement Model in Structural Equation Modeling (SEM). British Journal of Mathematics & Computer Science, 15(3), 1–8. https://doi.org/10.9734/BJMCS/2016/25183
Akour, I., Alshurideh, M., Al Kurdi, B., Al Ali, A., & Salloum, S. (2021). Using machine learning algorithms to predict people’s intention to use mobile learning platforms during the COVID-19 pandemic: machine learning approach. JMIR Medical Education, 7(1), e24032.
Al-Dmour, A., Al-Dmour, H., Al-Barghuthi, R., Al-Dmour, R., & Alshurideh, M. T. (2021). Factors Influencing the Adoption of E-Payment During Pandemic Outbreak (COVID-19): Empirical Evidence. The Effect of Coronavirus Disease (COVID-19) on Business Intelligence, 334, 133-154.
AlHamad, M., Akour, I., Alshurideh, M., Al-Hamad, A., Kurdi, B., & Alzoubi, H. (2021a). Predicting the intention to use google glass: A comparative approach using machine learning models and PLS-SEM. International Journal of Data and Network Science, 5(3), 311-320.
Al-Hamad, M., Mbaidin, H., AlHamad, A., Alshurideh, M., Kurdi, B., & Al-Hamad, N. (2021b). Investigating students' behavioral intention to use mobile learning in higher education in UAE during Coronavirus-19 pandemic. International Journal of Data and Network Science, 5(3), 321-330.
Rostami, A. R., Valmohammadi, C., & Yousefpoor, J. (2014). The relationship between customer satisfaction and customer relationship management system; a case study of Ghavamin Bank. Industrial and Commercial Training, 4694, 220–227.
Al-Khayyal, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2021). Factors influencing electronic service quality on electronic loyalty in online shopping context: data analysis approach. In Enabling AI Applications in Data Science (pp. 367-378). Springer, Cham.
Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). Factors affect customer retention: A systematic review. In International Conference on Advanced Intelligent Systems and Informatics (pp. 656-667). Springer, Cham.
Al-Maroof, R., Ayoubi, K., Alhumaid, K., Aburayya, A., Alshurideh, M., Alfaisal, R., & Salloum, S. (2021). The acceptance of social media video for knowledge acquisition, sharing and application: A comparative study among YouYube users and TikTok users’ for medical purposes. International Journal of Data and Network Science, 5(3), 197.
Al-Refaie, A., AL Tahat D. and Bata, N. (2014). CRM/e-CRM effects on banks performance and customer bank relationship quality. International Journal of Enterprise Information Systems, 10(2), 62-80.
Al-Shabeel, S. (2012), Applications of Customer Relationship Management in the stages of e-procurement and its impact on building customer value, Master Thesis, Middle East University, Amman.
Alshamsi, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). The influence of service quality on customer retention: a systematic review in the higher education. In International Conference on Advanced Intelligent Systems and Informatics (pp. 404-416). Springer, Cham.
Alshurideh, M. (2016). Scope of customer retention problem in the mobile phone sector: a theoretical perspective. Journal of Marketing and Consumer Research, 20, 64-69.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M., Alsharari, N. M., & Al Kurdi, B. (2019). Supply chain integration and customer relationship management in the airline logistics. Theoretical Economics Letters, 9(02), 392-414.
Alshurideh, M., Al Kurdi, B., Salloum, S. A., Arpaci, I., & Al-Emran, M. (2020a). Predicting the actual use of m-learning systems: a comparative approach using PLS-SEM and machine learning algorithms. Interactive Learning Environments, 1-15.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020b). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Alshurideh, M. T., Al Kurdi, B., & Salloum, S. A. (2021). The moderation effect of gender on accepting electronic payment technology: a study on United Arab Emirates consumers. Review of International Business and Strategy. Review of International Business and Strategy 31(3), 375-396.
Alshurideh, M., Al-Hawary, S. I., Batayneh, A. M., Mohammad, A., & Al-Kurdi, B. (2017). The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty. Journal of Management Research, 9(2), 139–159.
Alzoubi, H., Alshurideh, M., Al Kurdi, B., Akour., I, and Azize, R. (2022) Does BLE technology contribute towards improving marketing strategies, customers’ satisfaction and loyalty? The role of open innovation. International Journal of Data and Network Science, 6(2), 1-12.
Alzoubi, H. M., Alshurideh, M., Al Kurdi, B. & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
De Leeuw, E., Hox, J., Silber, H., Struminskaya, B., & Vis, C. (2019). Development of an international survey attitude scale: Measurement equivalence, reliability, and predictive validity. Measurement Instruments for the Social Sciences, 1(1), 9.
Eichorn, F. (2018). Internal customer relationship management (IntCRM) a framework for achieving customer relationship management from the inside out. Management, 2(1), 154-177.
Feinberg, R., Kadam, R., Hokama, L., & Kim, I. (2002). The state of electronic customer relationship management in retailing. International Journal of Retail & Distribution Management, 30(10), 470-481.
Guadagno, N. (2000). The new economy demands Web-enabled call centers. Call Center Solutions. Norwalk, 19(1), 62-70.
Gupta, P. (2018). Importance of CRM in Indian Banking System: A contemporary insight. International Journal of Engineering and Management Research (IJEMR), 8(2), 124-127.
Hair, J. F., Babin, B. J., & Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hasan, A. (2018). Customer Relationship Management (CRM) practices of City Bank in customer retention perspective in Bangladesh. Global Journal of Management and Business Research, 18(2), 14-24.
Hendriyani, C., & Auliana, L. (2018). Transformation from relationship marketing to electronic customer relationship management: A literature study. Review of Integrative Business and Economics Research, 7(2), 116-124.
Howard, M. C. (2018). The convergent validity and nomological net of two methods to measure retroactive influences. Psychology of Consciousness: Theory, Research, and Practice, 5(3), 324–337. https://doi.org/10.1037/cns0000149
Kurdi, B., & Alshurideh, M., & Al afaishata, T. (2020a). Employee retention and organizational performance: Evidence from banking industry. Management Science Letters, 10(16), 3981-3990.
Kurdi, B., Alshurideh, M., & Alnaser, A. (2020b). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561-3570.
Liu, X. He, M. Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
Nail, C., Gantasala, S., & Prabhakar, G. (2010). Service quality and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243.
Nemzow, M. (1999). Ecommerce Stickiness for Customer Retention. Journal of Internet Banking and Commerce, 4(1), 1-5.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Rimkeviciene, J., Hawgood, J., O’Gorman, J., & De Leo, D. (2017). Construct Validity of the Acquired Capability for Suicide Scale: Factor Structure, Convergent and Discriminant Validity. Journal of Psychopathology and Behavioral Assessment, 39(2), 291–302. https://doi.org/10.1007/s10862-016-9576-4
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (Seventh edition). Wiley.
Shi, D., Lee, T., & Maydeu-Olivares, A. (2019). Understanding the Model Size Effect on SEM Fit Indices. Educational and Psychological Measurement, 79(2), 310–334. https://doi.org/10.1177/0013164418783530
Tseng, S. M., & Wu, P. H. (2014). The impact of customer knowledge and customer relationship management on service quality. International journal of quality and service sciences, 6(1), 77-96.
Sung, K.-S., Yi, Y. G., & Shin, H.-I. (2019). Reliability and validity of knee extensor strength measurements using a portable dynamometer anchoring system in a supine position. BMC Musculoskeletal Disorders, 20(1), 1–8.
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022) The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science 6(2), 1-8.
Wang, Y. A., & Rhemtulla, M. (2021). Power Analysis for Parameter Estimation in Structural Equation Modeling: A Discussion and Tutorial. Advances in Methods and Practices in Psychological Science, 4(1), 1–17.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial marketing management, 33(6), 475-489.
Zeithaml, V., Bitner, M. and Gremler, D. (2006). Services marketing: Integrating customer focus across the firm. 4th ed. NewYork: McGraw-Hill.
Zu’bi, Z., Al-Lozi, M., Dahiyat, S., Alshurideh, M., & Al Majali, A. (2012). Examining the effects of quality management practices on product variety. European Journal of Economics, Finance and Administrative Sciences, 51(1), 123-139.