How to cite this paper
Masadeh, R., Warrad, L., Almajali, M., Ghazwi, M., Alradi, M., Alajarmeh, H., Thurasamy, R & Almajal, D. (2025). The impact of customer relationship management antecedents and consumer protection legislation on customer satisfaction: An empirical study on Jordanian firms.Uncertain Supply Chain Management, 13(3), 473-486.
Refrences
Abbas, E., & Magableh, N. (2021). Scope of civil protection for electronic consumers in the Jordanian law. Al-Zaytoonah University of Jordan Journal for Legal studies, 2(1), 45-62.
Albert, T.C., Goes, R.S., & Gupta, A. (2004). GIST: A model for design and management of content and interactivity of customer-centric web sites. MIS Quarterly, 28(2), 161-182.
Al-Dmour, H.H., Algharabat, R.S., Khawaja, R., & AlDmour, R.H. (2019). Investigating the impact of ECRM success factors on business performance: Jordanian commercial banks. Asia Pacific Journal of Marketing and Logistics, 31(1), 105-127.
Ali, S. (2018). Social media usage among teenage girls in Rawalpindi and Islamabad. Global Media Journal, 16(31).
Almajali, D., Omar, F., Alsokkar, A., Alsherideh, A., Masa’Deh, R., & Dahalin, Z. (2022). Enterprise resource planning success in Jordan from the perspective of IT-business strategic alignment. Cogent Social Sciences, 8(1), 2062095.
Almajali, M.H., Arabyat, M.B., Alqudah, F.T., & Ghazwi, M.F. (2024). Cases of nullity of administrative contract compared to civil contract under the Jordanian legislation. International Journal of Religion, 5(1), 725-731.
Almajali, M.H., Nasrawin, L., Alqudah, F.T., Althunibat, A.A., & Albalawee, N. (2023). Technical service error as a pillar of administrative responsibility for artificial intelligence (AI) operations. International Journal of Advances in Soft Computing and its Applications, 15(3), 274-287.
Al-Momani, A. (2018). Towards special legislation to protect the consumer in the matters of the contract in Jordanian law: A comparative study. Dar Al-Manzomah Website, 600.
Al-Sayed, A. (2022). Consumer protection guarantees in Jordanian law. Guardians of the Truth, 1(14), 1-16.
Al-Shammari, M.M., & AlShowaikh, A.F. (2021). Investigating user satisfaction of CRM in a telecommunication company in the Kingdom of Bahrain. International Journal of eBusiness and eGovernment Studies, 13(1), 97-116.
Al-Shdeifat, A. (2010). Consumer protection from arbitrary terms in the contract. Dar Al-Manzomah Website, 49.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Aniba, N., Makhmali, H., Qteishat, M., Siddiqi, J., & Akhgar, B. (2011). The role of trust in e-CRM: an empirical study. Paper presented at the Proceedings of the International Conference on Information and Knowledge Engineering (IKE).
Awad Allah, H. (2018). Arab consumer protection: An analytical study of rights and guarantees. Dar Al-Manzomah Website, 86.
Bashayrah, S. (2018). Scope of the legitimacy of the arbitration agreement in disputes arising from consumer contracts in Jordanian law. Dar Al-Manzomah Website, 158.
Ben Letaifa, S., & Perrien, J. (2007). The impact of E-CRM on organizational and individual behaviour: The effect of the remuneration and reward system. International Journal of EBusiness Research, 3(2), 13-23.
Birtus, M., & Lăzăroiu, G. (2021). The neurobehavioral economics of the COVID-19 pandemic: Consumer cognition, perception, sentiment, choice, and decision-making. Analysis and Metaphysics, 20, 89-101.
Boulding, W., Staelin, R., Ehret, M., & Johnston, W.J. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of Marketing, 69(4), 155-166.
Cajestan, M. (2018). Digital banking, customer experience and bank financial performance: UK customers’ perceptions. International Journal of Bank Marketing, 36(2), 23-255.
Chen, J.-S., & Tsou, H.-T. (2012). Performance effects of IT capability, service process innovation, and the mediating role of customer service. Journal of Engineering and Technology Management, 29(1), 71-94.
Darajeh, M.R., & Tahajod, M. (2010). Benefits of eCRM for financial services providers. 2010 International Conference on the Financial Theory and Engineering (ICFTE).
Eid, M.I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78-93.
Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Habes, M., Salloum, S. A., Alghizzawi, M., & Mhamdi, C. (2019). The relation between social media and students’ academic performance in Jordan: YouTube perspective. International Conference on Advanced Intelligent Systems and Informatics, 382-392.
Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate data analysis. Prentice-Hall, Upper Saddle River, NJ.
Hair, J.F, Black, W.C, Babin, B.J., & Anderson, R.E. (2014). Multivariate data analysis. Pearson, London.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2008). e-CRM in SMEs: An exploratory study in Northern Ireland. Marketing Intelligence & Planning, 26(4), 385-404.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2011). Critical factors underpinning the e-CRM activities of SMEs: Project-oriented organizations of the construction industry. International Journal of Project Management, 33(2), 458-466.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Exploring and explaining SME marketing: Investigating e-CRM using a mixed methods approach. Journal of Strategic Marketing, 20(2), 127-163.
Hopkins, E., & Potcovaru, A.M. (2021). Consumer attitudes, values, needs, and expectations due to COVID-19. Analysis and Metaphysics, 20, 202-215.
Huppertz, J.W., Arenson, S.J., & Evans, R.H. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, 15(2), 250-260.
Hwang, Y. (2009). The impact of uncertainty avoidance, social norms and innovativeness on trust and ease of use in electronic customer relationship management. Electronic Markets, 19(2-3), 89-98.
Jaiyeoba, O.O., Chimbise, T.T., & Roberts-Lombard, M. (2018). E-service usage and satisfaction in Botswana. African Journal of Economic and Management Studies, 9(1), 2-13.
James, L.R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67(2), 219.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kaur, J., & Kaur, B. (2016). The influence of e-CRM competitive advantage on e-CRM performance in the Indian banking industry. Strategic Change, 25(5), 537-550.
Khalifa, M., & Shen, K.N. (2009). Modelling electronic customer relationship management success: Functional and temporal considerations. Behaviour & Information Technology, 28(4), 373-387.
Kotler, P., & Keller, K.L. (2016). Marketing management. 15th ed., Pearson, Noida.
Krishna, G.J., & Ravi, V. (2016). Evolutionary computing applied to customer relationship management: A survey. Engineering Applications of Artificial Intelligence, 56, 30-59.
Kundu, S., & Datta, S.K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21-46.
Luo, X., & Seyedian, M. (2003). Contextual marketing and customer orientation strategy for e-commerce: An empirical analysis. International Journal of Electronic Commerce, 8(2), 95-119.
Lytle, R.S. (1995). Service Orientation, Market Orientation, and Performance: An Organizational Culture Perspective. UMI Dissertation Services.
Mahmoud, M.A., Hinson, R.E., & Adika, M.K. (2018). The effect of trust, commitment, and conflict handling on customer retention: The mediating role of customer satisfaction. Journal of Relationship Marketing, 17(6), 1-20.
Mang’unyi, E.E., Khabala, O.T., & Govender, K.K. (2018). Bank customer loyalty and satisfaction: The influence of virtual e-CRM. African Journal of Economic and Management Studies, 9(2), 250-265.
Mehraj, D., & Qureshi, I.H. (2020). Determinants of green marketing mix in developing economies: Conceptualisation and scale validation approach. Business Strategy & Development, 3(4), 522-530.
Milan, G.S., Slongo, L.A., Eberle, L., De Toni, D., & Bebber, S. (2018). Determinants of customer loyalty: A study with customers of a Brazilian bank. Benchmarking: An International Journal, 25(9), 3935-3950.
Navimipour, N.J., & Soltani, Z. (2016). The impact of cost, technology acceptance and employees’ satisfaction on the effectiveness of the electronic customer relationship management systems. Computers in Human Behavior, 55, 1052-1066.
Newkirk, H.E. & Lederer, A.L. (2006). The effectiveness of strategic information systems planning under environmental uncertainty. Information & Management, 43, 481-501.
Ortega, B.H., Marinez, J.J., & Hoyos, M.J.M.D. (2008). The role of information technology knowledge in B2B development. International Journal of E-Business Research, 4(1), 40.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, C.-H., & Kim, Y.-G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.
Patel, P.C., & Conklin, B. (2009). The balancing act: the role of transnational habitus and social networks in balancing transnational entrepreneurial activities. Entrepreneurship Theory and Practice, 33(5), 1045-1078.
Rashwan, H.H., Mansi, A.L., & Hassan, H.E. (2019). The impact of the e-CRM (expected security and convenience of website design) on e-loyalty field study on commercial banks. Journal of Business and Retail Management Research (JBRMR), 14(1), 106-122.
Reichheld, F.F. (1996). Learning from customer defections. Harvard Business Review, 72(2), 56-67.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2(, 193-215.
Schwab, D. (1980). Construct validity in organizational behavior. Research in Organizational Behavior, 2, 3- 43.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach. John Willey: Hoboken, NJ, USA.
Shastri, S., Sharma, R., & Sethi, V. (2020). An empirical study on influence of e-CRM towards customer loyalty in banking sector. International Journal of Public Sector Performance Management, 6(5), 642-652
Shoniregun, C.A., Omoegun, A., Brown-West, D., & Logvynovskiy, O. (2004). Can eCRM and trust improve e-customer base? Paper presented at the e-Commerce technology, Proceedings, IEEE International Conference on CEC 2004.
Yang, Z., & Babapour, H. (2023). Critical variables for assessing the effectiveness of electronic customer relationship management systems in online shopping. Kybernetes, 52(9), 3044-3063.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Albert, T.C., Goes, R.S., & Gupta, A. (2004). GIST: A model for design and management of content and interactivity of customer-centric web sites. MIS Quarterly, 28(2), 161-182.
Al-Dmour, H.H., Algharabat, R.S., Khawaja, R., & AlDmour, R.H. (2019). Investigating the impact of ECRM success factors on business performance: Jordanian commercial banks. Asia Pacific Journal of Marketing and Logistics, 31(1), 105-127.
Ali, S. (2018). Social media usage among teenage girls in Rawalpindi and Islamabad. Global Media Journal, 16(31).
Almajali, D., Omar, F., Alsokkar, A., Alsherideh, A., Masa’Deh, R., & Dahalin, Z. (2022). Enterprise resource planning success in Jordan from the perspective of IT-business strategic alignment. Cogent Social Sciences, 8(1), 2062095.
Almajali, M.H., Arabyat, M.B., Alqudah, F.T., & Ghazwi, M.F. (2024). Cases of nullity of administrative contract compared to civil contract under the Jordanian legislation. International Journal of Religion, 5(1), 725-731.
Almajali, M.H., Nasrawin, L., Alqudah, F.T., Althunibat, A.A., & Albalawee, N. (2023). Technical service error as a pillar of administrative responsibility for artificial intelligence (AI) operations. International Journal of Advances in Soft Computing and its Applications, 15(3), 274-287.
Al-Momani, A. (2018). Towards special legislation to protect the consumer in the matters of the contract in Jordanian law: A comparative study. Dar Al-Manzomah Website, 600.
Al-Sayed, A. (2022). Consumer protection guarantees in Jordanian law. Guardians of the Truth, 1(14), 1-16.
Al-Shammari, M.M., & AlShowaikh, A.F. (2021). Investigating user satisfaction of CRM in a telecommunication company in the Kingdom of Bahrain. International Journal of eBusiness and eGovernment Studies, 13(1), 97-116.
Al-Shdeifat, A. (2010). Consumer protection from arbitrary terms in the contract. Dar Al-Manzomah Website, 49.
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Aniba, N., Makhmali, H., Qteishat, M., Siddiqi, J., & Akhgar, B. (2011). The role of trust in e-CRM: an empirical study. Paper presented at the Proceedings of the International Conference on Information and Knowledge Engineering (IKE).
Awad Allah, H. (2018). Arab consumer protection: An analytical study of rights and guarantees. Dar Al-Manzomah Website, 86.
Bashayrah, S. (2018). Scope of the legitimacy of the arbitration agreement in disputes arising from consumer contracts in Jordanian law. Dar Al-Manzomah Website, 158.
Ben Letaifa, S., & Perrien, J. (2007). The impact of E-CRM on organizational and individual behaviour: The effect of the remuneration and reward system. International Journal of EBusiness Research, 3(2), 13-23.
Birtus, M., & Lăzăroiu, G. (2021). The neurobehavioral economics of the COVID-19 pandemic: Consumer cognition, perception, sentiment, choice, and decision-making. Analysis and Metaphysics, 20, 89-101.
Boulding, W., Staelin, R., Ehret, M., & Johnston, W.J. (2005). A customer relationship management roadmap: What is known, potential pitfalls, and where to go. Journal of Marketing, 69(4), 155-166.
Cajestan, M. (2018). Digital banking, customer experience and bank financial performance: UK customers’ perceptions. International Journal of Bank Marketing, 36(2), 23-255.
Chen, J.-S., & Tsou, H.-T. (2012). Performance effects of IT capability, service process innovation, and the mediating role of customer service. Journal of Engineering and Technology Management, 29(1), 71-94.
Darajeh, M.R., & Tahajod, M. (2010). Benefits of eCRM for financial services providers. 2010 International Conference on the Financial Theory and Engineering (ICFTE).
Eid, M.I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78-93.
Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Habes, M., Salloum, S. A., Alghizzawi, M., & Mhamdi, C. (2019). The relation between social media and students’ academic performance in Jordan: YouTube perspective. International Conference on Advanced Intelligent Systems and Informatics, 382-392.
Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate data analysis. Prentice-Hall, Upper Saddle River, NJ.
Hair, J.F, Black, W.C, Babin, B.J., & Anderson, R.E. (2014). Multivariate data analysis. Pearson, London.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2008). e-CRM in SMEs: An exploratory study in Northern Ireland. Marketing Intelligence & Planning, 26(4), 385-404.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2011). Critical factors underpinning the e-CRM activities of SMEs: Project-oriented organizations of the construction industry. International Journal of Project Management, 33(2), 458-466.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Exploring and explaining SME marketing: Investigating e-CRM using a mixed methods approach. Journal of Strategic Marketing, 20(2), 127-163.
Hopkins, E., & Potcovaru, A.M. (2021). Consumer attitudes, values, needs, and expectations due to COVID-19. Analysis and Metaphysics, 20, 202-215.
Huppertz, J.W., Arenson, S.J., & Evans, R.H. (1978). An application of equity theory to buyer-seller exchange situations. Journal of Marketing Research, 15(2), 250-260.
Hwang, Y. (2009). The impact of uncertainty avoidance, social norms and innovativeness on trust and ease of use in electronic customer relationship management. Electronic Markets, 19(2-3), 89-98.
Jaiyeoba, O.O., Chimbise, T.T., & Roberts-Lombard, M. (2018). E-service usage and satisfaction in Botswana. African Journal of Economic and Management Studies, 9(1), 2-13.
James, L.R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67(2), 219.
Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Kaur, J., & Kaur, B. (2016). The influence of e-CRM competitive advantage on e-CRM performance in the Indian banking industry. Strategic Change, 25(5), 537-550.
Khalifa, M., & Shen, K.N. (2009). Modelling electronic customer relationship management success: Functional and temporal considerations. Behaviour & Information Technology, 28(4), 373-387.
Kotler, P., & Keller, K.L. (2016). Marketing management. 15th ed., Pearson, Noida.
Krishna, G.J., & Ravi, V. (2016). Evolutionary computing applied to customer relationship management: A survey. Engineering Applications of Artificial Intelligence, 56, 30-59.
Kundu, S., & Datta, S.K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21-46.
Luo, X., & Seyedian, M. (2003). Contextual marketing and customer orientation strategy for e-commerce: An empirical analysis. International Journal of Electronic Commerce, 8(2), 95-119.
Lytle, R.S. (1995). Service Orientation, Market Orientation, and Performance: An Organizational Culture Perspective. UMI Dissertation Services.
Mahmoud, M.A., Hinson, R.E., & Adika, M.K. (2018). The effect of trust, commitment, and conflict handling on customer retention: The mediating role of customer satisfaction. Journal of Relationship Marketing, 17(6), 1-20.
Mang’unyi, E.E., Khabala, O.T., & Govender, K.K. (2018). Bank customer loyalty and satisfaction: The influence of virtual e-CRM. African Journal of Economic and Management Studies, 9(2), 250-265.
Mehraj, D., & Qureshi, I.H. (2020). Determinants of green marketing mix in developing economies: Conceptualisation and scale validation approach. Business Strategy & Development, 3(4), 522-530.
Milan, G.S., Slongo, L.A., Eberle, L., De Toni, D., & Bebber, S. (2018). Determinants of customer loyalty: A study with customers of a Brazilian bank. Benchmarking: An International Journal, 25(9), 3935-3950.
Navimipour, N.J., & Soltani, Z. (2016). The impact of cost, technology acceptance and employees’ satisfaction on the effectiveness of the electronic customer relationship management systems. Computers in Human Behavior, 55, 1052-1066.
Newkirk, H.E. & Lederer, A.L. (2006). The effectiveness of strategic information systems planning under environmental uncertainty. Information & Management, 43, 481-501.
Ortega, B.H., Marinez, J.J., & Hoyos, M.J.M.D. (2008). The role of information technology knowledge in B2B development. International Journal of E-Business Research, 4(1), 40.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Park, C.-H., & Kim, Y.-G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.
Patel, P.C., & Conklin, B. (2009). The balancing act: the role of transnational habitus and social networks in balancing transnational entrepreneurial activities. Entrepreneurship Theory and Practice, 33(5), 1045-1078.
Rashwan, H.H., Mansi, A.L., & Hassan, H.E. (2019). The impact of the e-CRM (expected security and convenience of website design) on e-loyalty field study on commercial banks. Journal of Business and Retail Management Research (JBRMR), 14(1), 106-122.
Reichheld, F.F. (1996). Learning from customer defections. Harvard Business Review, 72(2), 56-67.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2(, 193-215.
Schwab, D. (1980). Construct validity in organizational behavior. Research in Organizational Behavior, 2, 3- 43.
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach. John Willey: Hoboken, NJ, USA.
Shastri, S., Sharma, R., & Sethi, V. (2020). An empirical study on influence of e-CRM towards customer loyalty in banking sector. International Journal of Public Sector Performance Management, 6(5), 642-652
Shoniregun, C.A., Omoegun, A., Brown-West, D., & Logvynovskiy, O. (2004). Can eCRM and trust improve e-customer base? Paper presented at the e-Commerce technology, Proceedings, IEEE International Conference on CEC 2004.
Yang, Z., & Babapour, H. (2023). Critical variables for assessing the effectiveness of electronic customer relationship management systems in online shopping. Kybernetes, 52(9), 3044-3063.
Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.