Hani H. Al-Dmour, Raed Salah Algharabat, Rawan Khawaja and Rand H. Al-Dmour
The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit…
Abstract
Purpose
The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city.
Design/methodology/approach
Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0).
Findings
The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance.
Originality/value
Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).
Details
Keywords
Reema Tayyem, Rawan Al-Qawasmeh and Nahla Khawaja
This paper aims to evaluate macro- and micronutrient intake among Jordanian adults who have metabolic syndrome (MetS) and those MetS-free.
Abstract
Purpose
This paper aims to evaluate macro- and micronutrient intake among Jordanian adults who have metabolic syndrome (MetS) and those MetS-free.
Design/methodology/approach
A total of 154 Jordanian adults aged 20-55 years were enrolled from The National Center for Diabetes, Endocrinology and Genetics in this case control study. In total, 77 newly diagnosed cases of MetS and 77 controls were recruited and matched by age and sex. Dietary data were collected by face-to-face interview using a validated food frequency questionnaire.
Findings
After adjustment of the energy intake and macronutrients, the cases reported significantly higher intake of the amount of protein (p < 0.001), carbohydrates (p < 0.001), fiber (p < 0.001), sugar (p < 0.001), fat (p < 0.001), saturated fat (p < 0.001), monounsaturated (p < 0.001), polyunsaturated (p < 0.001), trans-fat (p < 0.029), omega-3 (p < 0.001) and omega-6 (p < 0.001) as compared to the controls. The results also showed that the intake of some micronutrients was significantly higher among cases when compared to the controls. In this study, three dietary patterns have been itemized; “fast food dietary pattern”, “Mediterranean dietary pattern” and “high-protein dietary pattern”. Only a direct significant trend between MetS and fast food pattern was detected (p-trend = 0.001). Neither significant associations nor trends were detected in the Mediterranean and high-protein patterns with MetS risk.
Originality/value
The study findings highlighted the presence of associations between fast food dietary pattern, total energy and some macro- and micronutrients intake and the risk of MetS among population living in the Middle East. Even though the findings of this study bridge the gap between theory and practice, a large scale population-based study is warranted to confirm these findings.