Academy of Strategic Management Journal (Print ISSN: 1544-1458; Online ISSN: 1939-6104)


Impact of Customer Relationship Management on Services Recipient Satisfaction of the Directorates of Buildings and Land Tax in Jordan

Author(s): Mohammad Issa Ghafel Alkhawaldeh

This study aimed to investigate the effect of customer relationship management on recipient satisfaction in Jordan. The researcher used the descriptive analytical approach. The study population consists of the service recipient of the directorates of buildings and lands in Jordan. A random sample (700) selected who received the services, (400) of them were back valid to analyses; the researcher used statistical methods which are suitable through SPSS program to analyse data. The study results showed that customer relationships management has a statistically significant effect on satisfaction of service recipients of building and land taxpayers, the researcher recommended the need for concern from the directorates of buildings and land tax in Jordan in particular to pay attention to the satisfaction of service recipients, and the need to move away from complex routine procedures that may affect the satisfaction of service recipients.

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