The Impact of E-CRM on Customer Loyalty in Banking Sector in Jordan Compartive Study between Islamic and Commercial banks

This study aimed to investigate the effect of electronic customer relation management (quality of information and customer service quality) on customer loyalty in banks sector in Jordan. In addition, the study analyzed the moderating role of customer’s gender and age on the effects of social factors on electronic customer relation management and customer loyalty. A questionnaire was development to collected data from a sample which consists of (230) individual. Statistical analysis of the study’s model was conducted using (ٍSPSS software). Empirical test of the model’s hypotheses has indicated that there’s Impact to electronic customer relation management on customer loyality, and there’s no effect for social factors (gender and age) on customer loyalty and electronic customer relation management. The study introduced many recommendations for future studies.

Keywords: E-CRM, Customer Loyalty, Banking Sector, Islamic and Commercial banks, Jordan.