IDEAS home Printed from https://ideas.repec.org/a/igg/jssmet/v7y2016i4p1-20.html
   My bibliography  Save this article

An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction

Author

Listed:
  • Samer Alhawari

    (Department of Management Information Systems, Faculty of Business and Finance, The World Islamic Sciences and Education University, Amman, Jordan)

  • Haroun Alryalat

    (Ajman University of Science and Technology, Ajman, United Arab Emirates)

  • Hana Hunaiti

    (The World Islamic Sciences and Education University, Amman, Jordan)

Abstract

In today's highly competitive environment, the organizations have been paying considerable attention to improve their customer satisfaction. For this reason, the purpose of this paper is to suggest a model defines how the combination between customer acquisition processes and knowledge about customer would improve the customer satisfaction. This paper adapts the quantitative research approach by using the survey strategy which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organizations. The researcher uses the PLS as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect of adapting the customer acquisition processes in improving the customer satisfaction mediating by the knowledge about customer. The proposed model makes a contribution on the part of the customer acquisition processes and the knowledge about customer and can be used as a structure of reference for the incorporation between them in order to attain the customer satisfaction.

Suggested Citation

  • Samer Alhawari & Haroun Alryalat & Hana Hunaiti, 2016. "An Empirical Study to Evaluation of Customer Acquisition Processes on Customer Satisfaction," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 7(4), pages 1-20, October.
    • Handle: RePEc:igg:jssmet:v:7:y:2016:i:4:p:1-20
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJSSMET.2016100101
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wa'el Hadi, 2017. "A New Model for Integrating Phases of Decision-Making and Knowledge Base for Improving Customer Satisfaction," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(03), pages 1-21, September.
    2. Yusuff Jelili Amuda, 2022. "Evaluation of Agricultural Policies and Programmes for Sustainable Future Farming Intensification in Nigeria," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 13(1), pages 1-13, January.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jssmet:v:7:y:2016:i:4:p:1-20. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.