Social Customer Relationship Management (SCRM) and itsimpact on improving service quality -Study of a sample of Mobilis Clients

Abstract

 This study aims to identify the impact of social customer relationship management on service quality. To achieve the objective of the study, a questionnaire was prepared as a data collection tool that was applied to a random sample of 362 clients of Mobilis, to address the study hypotheses, the Statistical Package for Social Sciences (SPSS V.26) program was used. The study concluded that there is a statistically significant effect of social customer relationship management on service quality in its five dimensions (tangibles, reliability, responsiveness, assurance, empathy).