Business process and digital self-efficacy as a mediate role on customer relationship management and customer loyalty

Abstract

The goal of this research was to analyze how customer relationship management, Business Process, and employee digital Self-efficacy affected customer loyalty (CL) in Jordan Telecommunication Company. The primary goal of this research is to develop a conceptual framework for analyzing the most important aspects that may affect the implementation of CRM in Jordan Telecommunication Company. Literature was culled from studies that examined the connection between customer loyalty and factors including customer relationship management, Business Process, and employee digital Self-efficacy. The suggested research model for further testing is illustrated at the conclusion of the study.