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The Impact of Using Social Media in Customer

Relationship Management performance: A field study on
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The Impact of Using Social Media in Customer

Relationship Management performance: A field study on
private Jordanian universities student view point
Prepared by:
Othman Ihsan Idan
Supervised by:
Prof. Laith Al Rubaiee
Dr. Khalid Assad Ibrahim
Abstract
This study aimed to investigate the impact of customer orientation, CRM
Technology Use, and Customer-Centric Management System to achieve
Customer Relationship Management Performance and the role of Social CRM
Capabilities as moderator. To achieve the objectives of the study, the researcher
prepare a questionnaire based on previous studies. the study population of the
Middle East at the University, Isra University, and Amman Ahlia University of
bachelor's and master's program, reaching the study sample (375) students
distributed by (33%) for each University. The results revealed that there was a
positive indirect impact of customer orientation, CRM Technology Use, and
Customer-Centric Management System on Customer Relationship Management
Performance (Customer Satisfaction, and Customer loyalty) through Social CRM
‫س‬
Capabilities (Customer Interaction Management, Information Dissemination,

Responsiveness) as mediator.
The study arrived to set of practical recommendations among the foremost
are: to involve students across the websites of the universities and official pages
on social media in staff and administrators assess, not only the teaching staff, and
the necessity of activating the role of social media to identify current and future
needs and wishes of the students, and the speed of the response to these needs and
desires.
Key words: Customer Relationship management, Social media, Social CRM
Capabilities, Customer Relationship Performance.
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Management (SCRM): How Connecting Social Analytics to Business
Analytics Enhances Customer Care and Loyalty?"
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9& J " "& ""& ?) 1 > 4' -" )< .
4 F I F (4.688) [ F %F % 9& $ / (4.584) %
"0 " * . %3 7+ & " /$ ^& $ & * .(0.648)
.S<& " " 2
(1 - 4) ‫?ول‬
#($O($ >?E!‫ى أه< ا‬E!"‫ و‬7‫(ت ا<)(ر‬B‫ا‬HKG‫ وا‬$(H‫(ت ا‬AE!<‫ا‬
& & Sig* "t“ " -

^& I ( 9&
" /$ ^& 7+ & .
" / 4 %
)< " ( "
" <2
ZQ1" 1 0.000 113.512 0.324 4.901 X . J * %&7 1
" 0 )& %& " &
%3 " <2 %
%& * *
ZQ1" 3 0.000 46.328 0.681 4.629 2
X . J %3 00
." 0 )& %& " &
* " <2 &
ZQ1" 2 0.000 48.076 0.659 4.637 3
%&9 5
&/ *#3$ *
ZQ1" 4 0.000 47.327 0.648 4.584 4
" %<2
<#& .-$ - (
ZQ1" - 0.000 97.403 0.335 4.688
;'
.(1.648) (α ≤ 0.05) ^& " (t) " -
.(3) [ )< %# &3( 9 E &( " (t) " - &
61
" #$ :(2 + 2 + 4)
F & "F /R ")& . " " . E (2 ; 4) * ]#
F "F7 . L& " .9& . & 6 .7+ .- E %3 " J&
F E F 4' % J . 8) (4.381) 1 ) % 9& (4.502 ; 4.121)
F F "& %3 'E .7+ .- E %3 " J& & 5<& ^&
(4.381) [ % 9& $ / (4.502) [ % 9& "D W#?"
9& J "H H "& "A+##" * 3 .(0.396) [ 4 I
4 F I F (4.381) [ F %F % 9& $ / (4.121) %
%F3 7+ .- E %3 " J& & " /$ ^& $ & * .(0.930)
.S<& " " 2 "0 " * .

(2 ; 4) *
7+ .- E %3 " J& & " /$ ^& " .3 ( " .9&
& & Sig*
^& "t“ " - I ( 9& E %3 " J& &
" /$ ^& ‫ت‬
" / " 4 % 7+ .-
)< " (
$ 4' 5'
4' "& " =#>
ZQ1" 3 0.000 36.270 0.783 4.466 5
W#? 4' "&' "# "-?
D
4' = ^
ZQ1" 2 0.000 44.812 0.690 4.597 W#? 4' "&' "# "-? 6
D
" 4' -
ZQ1" 4 0.000 27.578 0.878 4.250 4' "&' "# "-? 4' 7
D W#?
'& "'( $#
ZQ1" 1 0.000 52.174 0.628 4.693 8
U - *-
62
"# "-? 4' "# #

."&'
ZQ1" 1 0.000 73.271 0.396 4.502 ‫ ك‬G'H‫ا‬

< 59) & /
ZQ1" 2 0.000 20.168 1.121 4.168 " .9 "J 9
& 0& 3
< 59) & :$
ZQ1" 3 0.000 19.187 0.990 3.981 0& " "J 10
& 0& 3
"J < 59) P &
ZQ1" 1 0.000 22.784 1.033 4.216 )& %& .9 . < 11
%7 + 5 " 0
ZQ1" 3 0.000 23.351 0.930 4.121 A##

% & *) I&0 .)9&
ZQ1" 2 0.000 32.940 0.802 4.365 + 4 %3 " 5 * & 12

%3 %7 + 5 " < * &
ZQ1" 1 0.000 71.295 0.475 4.749 .)9& J& " 13
*) I&0 " & (
% & *) I&0 .)9&
ZQ1" 3 0.000 28.359 0.904 4.325 14
" < " 5 %&
ZQ1" 2 0.000 49.854 0.574 4.480 6$ .* 6#(

<#& .-$ - (
ZQ1" - 0.000 59.842 0.447 4.381 " #$'

.(1.648) (α ≤ 0.05) ‫ى‬E!" 3I ‫و‬J‫( ا‬t) <+
.(3) (D‫ة وا‬MQF 2r‫!ا‬BG‫[ ا‬E‫ ا‬W‫(د إ‬3!G($ ‫و‬J‫( ا‬t) <+ ‫(ب‬c *1
‫ ا‬12! *34‫داري ا‬6‫م ا‬8)‫ ا‬:(3 ‫ ـ‬2 ‫ ـ‬4)

.9F& J&E E 6 R 7+ +& 4 K 2 *& I
* ]# 'E .(3 ; 4) * ]# / )< " /$ " .3 K "
63
.7F+ +& 4 K 2 " /R ")& . " " . E (3 ; 4)
1 F) %F 9& (4.752 ; 4.637) L& '0 " .9& . & 6
+& 4 K 2 5<& ^& E 4' % J . 8) (4.698)
[F %F 9& ""& 1 - $$ &" )3 "& %3 . 'E .7+
(0.537) [ 4 I (4.698) [ % 9& $ / (4.752)
"F "F& F " +# 1 ##6 " "& $'" )< . 3
(4.698) [ F %F %F 9F& $ / (4.637) % 9& J
7+ +& 4 K 2 " /$ ^& $ & * .(0.553) 4 I
.S<& " " 2 "0 " * . %3
(3 - 4) ‫?ول‬
#($O‫ ا‬WFI O;1<‫داري ا‬u‫(م ا‬3‫ى أه< ا‬E!"‫ و‬7‫(ت ا<)(ر‬B‫ا‬HKG‫ وا‬$(H‫(ت ا‬AE!<‫ا‬
& & Sig*
^& "t“ " - I ( 9& +& 4 K 2
" /$ ^& ‫ت‬
" / " 4 % 7+
)< " (
ZQ1" 1 0.000 63.154 .5370 4.752 " &/ % 15
)& " " % +&
ZQ1" 4 0.000 57.260 0.553 4.637 16
% & /
" P& & "
%& + & W< . )
ZQ1" 3 0.000 66.739 0.485 4.674 17
5 *<& * & % &
" < 0<2
+& & " "
ZQ1" 2 0.000 72.556 0.461 4.730 18
%& & "& % *
ZQ1" - 0.000 119.795 0.274 4.698 <#& .-$ - (
64
4' <T )$'

.(1.648) (α ≤ 0.05) ‫ى‬E!" 3I ‫و‬J‫( ا‬t) <+
.(3) (D‫ة وا‬MQF 2r‫!ا‬BG‫[ ا‬E‫ ا‬W‫(د إ‬3!G($ ‫و‬J‫( ا‬t) <+ ‫(ب‬c *1
"# :(4 + 2 + 4)
E . F- "F /R ")& . " " . E (4 ; 4) * ]#
; 3.458) "7 . L& " .9& . & 6 ." & ( 7+ .-
^&F F E F 4' % J . 8) (4.256) 1 ) % 9& (4.700
" +'& $" "& %3 'E ." & ( 7+ .- E . ) 5<&
I F (4.256) [ F % 9& $ / (4.700) [ % 9&
%F 9F& J "H H "& "" " * 3 .(0.303) [ 4
.(0.475) 4 F I F (4.256) [ % % 9& $ / (3.458)
*F .F %F3 " & ( 7+ .- E . - " /$ ^& $ & *
.S<& " " 2 "0 "
(4 ; 4) *
" & ( 7+ .- E . - " /$ ^& " .3 ( " .9&
& & Sig*
^& "t“ " - I ( 9& 7+ .- E . -
" /$ ^& ‫ت‬
" / " 4 % " & (
)< " (
4' "& )-
ZQ1" 2 0.000 66.732 .4780 4.648 8& 3 $! 19
.
?) = ")$ - <
ZQ1" 3 0.000 29.665 0.508 3.778 "& 20
.
ZQ1" 1 0.000 187.294 0.202 4.957 1 "& ?) )-# 21
65
.& # 4' #
ZQ1" 2 0.000 108.092 0.261 4.461 ?

%& . *
" 0 &
/ Q *9 * &
ZQ1" 1 0.000 115.777 0.315 4.888 22
" 5- J& *J
. " "J
% & ( * &
0 * %& . :H
ZQ1" 2 0.000 94.764 0.374 4.832 * & . *J 23
% & (
"J %& * %
ZQ1" 4 0.000 25.638 0.958 4.269 . J& *J 24
% & ( * &
. c *
5- J( 2(
ZQ1" 3 0.000 90.001 0.390 4.813 25
% & ( * & .
"
ZQ1" 1 0.000 108.689 0.303 4.700 '& $

- "#&? A# "&
"#'6 "#- Z
ZQ1" 1 0.000 28.385 0.496 3.728 26
#?) = * $ #

V' "#&? " #
[E!" 2 0.000 11.091 0.842 3.482 * 27

#& 4' "#&? " #
4' * AZ
[E!" 3 0.001 3.311 0.967 3.165 8"# # U 28
*#6

[E!" 3 0.000 18.668 0.475 3.458 "

ZQ1" - 0.000 117.315 0.207 4.256 <#& .-$ - (
66
6

"#
.(1.648) (α ≤ 0.05) ^& " (t) " -
.(3) [ )< %# &3( 9 E &( " (t) " - &
:(5 + 2 + 4)
.F- $ "F /R ")& . " " . E (5 ; 4) * ]#
9F& (4.732 ; 4.601) "7 . L& " .9& . & 6 .7+
.F- 5<& ^& E 4' % J . 8) (4.667) 1 ) %
F $ / (4.732) [ % 9& " " "& %3 'E .7+
+>" * 3 .(0.296) [ 4 I (4.667) [ % 9&
%F 9F& $ / (4.601) % 9& J "H "& "
E $ " /$ ^& $ & * .(0.388) 4 I (4.667) [ %
.S<& " " 2 "0 " * . %3 7+ .-
(5 ; 4) *
7+ .- $ " /$ ^& " .3 ( " .9&
& & Sig*
^& "t“ " - I ( 9&
" /$ ^& 7+ .- $ .
" / " 4 %
)< " (
- 4'J&( a& (
ZQ1" 2 0.000 53.001 0.564 4.544 29
" 1'/ %3 * &
. J #
ZQ1" 3 0.000 47.477 0.611 4.498 30
" 0 )& %&
" J *#3 *
ZQ1" 1 0.000 78.968 0.432 4.762 31
" %<2
67
ZQ1" 2 0.000 79.782 0.388 4.601 7+ #

%3 * & J( %
ZQ1" 3 0.000 59.296 0.519 4.589 32
" 1'/
* & - 4
ZQ1" 2 0.000 65.969 0.496 4.690 33
" 1'/ %3 . ^ J
1'/ %3 &( 4
ZQ1" 1 0.000 134.649 0.275 4.917 34
"
ZQ1" 1 0.000 113.248 0.296 4.732 7+ (
<#& .-$ - (
ZQ1" - 0.000 111.387 0.289 4.667
%
.(1.648) (α ≤ 0.05) ^& " (t) " -
.(3) [ )< %# &3( 9 E &( " (t) " - &
" #> >T $# " V #'- :(3 + 4)
cF ,F 6F - " .# 3 &JK K *& :9& %3 *-
F R& & 'E K *& .# &3K . " # * $ P ' . &JK
F& J#F& *F J&, Multicollinearity ")& . L& *

9& E
F FL& * Tolerance a & &JE (VIF) Variance Inflation Factor
$ .(10) " ) (VIF) a & J#& * + & 5 " . L&
.(Devlin, & Roeder, 1999) (0.20) $ Tolerance a & " - &
* &, Normal Distribution %9 5+& . Y&E S #$ R& &
F *F)& & K * " - . 'E %9 5+& 5&& . E 'E Skewness & K
(Sekaran & Bougie, 2010) .. &JK 1'/ X7& (6; 4) - * (±1)
68
(6 ; 4) *
& ( * a & & J#& &J X7&
Skewness Tolerance VIF ‫ ا‬FM!<‫ا<! ات ا‬ ‫ت‬
-0.453 0.984 1.016 #($O($ >?E!‫ا‬ 1
-0.493 0.990 1.010 #($O‫(ت ا‬+'I ‫ إدارة‬2B "R!<‫?( ا‬EE3;!‫ا‬ 2
-0.693 0.985 1.015 ‫ن‬E$O‫ ا‬WFI O;1<‫داري ا‬u‫(م ا‬3‫ا‬ 3
& %9J *J & (6 ; 4) * %3 X7& ]#&
E %3 " J& & w7+ & ) ")& . L& Multicollinearity
* &JE - P ' W E (+ +& 4 K 2 w7+ .-
.- E %3 " J& & w7+ & ) F "H & q (VIF) & J#&
% & (1.015 w 1.010 w 1.016) "L (+ +& 4 K 2 w7+
. & (Tolerance) a & &JE - $ ]#& .(10) *)& %&
*
9& E S W '/ (0.20) $ %/ (0.990 ; 0.984)
& ( * &, %9 5+& 5&& . $ R& & - .")& . L&
..(Devlin, & Roeder, 1999) (±1) *-$ ) . 6 (Skewness)
E *)& L& $ %9J *J & R& )& SR&
%3 " .# 3 &JE K ]$ )3 %9 5+& 5#J& " . L& .
." * " * .

‫‪69‬‬
‫)‪" #> :(4 + 4‬‬
‫?>‪HO1 4% " # "#‬‬
‫&‪.F- %F3 " J‬‬ ‫( ‪ & 7+ & "7E " ( ' H$‬‬
‫ ‪" .‬‬ ‫‪%3 7+ .-‬‬ ‫&‪ :)& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫‪.(α ≤ 0.05) " ( ^& "J‬‬
‫& ‪7+‬‬ ‫& &)‪H$ :‬‬ ‫(‪( *& J& & "# < 1'/ &J‬‬
‫&‪:)& %3 + +‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫ & ‬
‫ ‪.(7 ; 4) * ]# / "J " .‬‬ ‫ ‪%3 7+ .-‬‬
‫?ول )‪(7 - 4‬‬

‫‪ Y(!K‬ا‪(D!v‬ر ‪ SFH1‬ا‪HKG‬ار ا<!)د !&‪ %‬ا!‪ #($O($ >?E‬وا!;‪ (?EE3‬ا<!‪ 2B "R‬ادارة ‪(+'I‬ت ا‪ #($O‬وا‪(3‬م ا‪G‬داري‬
‫ا<‪ WFI O;1‬ا‪E$O‬ن ‪ yMH1 2B‬اداء ‪(+'I‬ت ا‪ 2B #($O‬ا‪()"(J‬ت ا\رد‪ K‬ا‪T(R‬‬
‫‪Adjusted‬‬
‫*‪Sig‬‬ ‫*‪Sig‬‬ ‫)‪(R2‬‬
‫‪T‬‬ ‫‪DF‬‬ ‫‪F‬‬ ‫)‪(R2‬‬ ‫)‪(R‬‬
‫‪ /-‬ى‬ ‫‪Beta‬‬ ‫‪ /-‬ى‬ ‫‪O-=-‬‬ ‫ا ;'‪ 4‬ا ‪L‬‬
‫ا ‪ /‬‬ ‫درت ا ‪4‬‬ ‫ا ‪ /‬‬ ‫‪ O-=-‬ا &&‬ ‫ا(ر‪N3‬ط‬
‫ا&(‬ ‫ا&(‬ ‫ا &&‬
‫ا=&ل‬
‫ا ‬ ‫‪#$‬‬

‫‪0.000‬‬ ‫‪4.855‬‬ ‫‪0.229‬‬ ‫‬ ‫‪3‬‬ ‫ا<‪Z"(J‬‬
‫ا *) '‬
‫ا‪-&. /‬‬ ‫اداء‬
‫‪0.000‬‬ ‫‪5.432‬‬ ‫‪0.256‬‬ ‫‪ +,‬إدارة‬ ‫‪0.000 371‬‬ ‫ا‪ED‬ا‪2+‬‬ ‫‪28.445‬‬ ‫‪0.180‬‬ ‫‪0.187‬‬ ‫‪0.432‬‬ ‫‪(+'I‬ت‬
‫! ت‬
‫ا‬ ‫ا‪#($O‬‬
‫ا)‪8‬م‬
‫ا‪6‬داري‬
‫‪0.000‬‬ ‫‪4.373‬‬ ‫‪0.206‬‬ ‫ا‪12! *34‬‬ ‫ا<‪E<J‬ع ‪374‬‬
‫ا ن‬
70
(α ≤ 0.05) ‫ى‬E!" 3I (fc‫ إ‬G‫ ذا د‬%&!‫ن ا‬E;7*
.F- %F3 " J& & 7+ & H$ (7 ; 4) * ]#
" . %3 7+ .- $ :)& %3 + +& 4 ( 2 7+
7F+ F & "7FE "F ( 4' HR& %7K *& X7& . 02$ 'E ."J
:F)& %3 + +& 4 ( 2 7+ .- %3 " J& &
^& (0.432) R 9& ( * [ 'E "J " . %3 7+ .-
%3 . L& (0.187) & - $ 4$ (0.187) [ )3 R2 & * $ .(α ≤ 0.05)
& 7+ & %3 L& X& "J " . %3 7+ .- $
. 02$ & ' : %3 + +& 4 ( 2 7+ .- %3 " J&
^&F 8 / (0.180) [ - Adjusted R2 * & * $ *& X7&
4 ( 2 7+ .- %3 " J& & 7+ & &/ %3
%F3 7F+ .- $ " & " 9J - ZJ& + +&
(0.256) 7F+ & (0.229) β HR& " " - .L ."J " .
.F+ +& 4 ( 2 (0.206) 7+ .- E %3 " J& &
%3 " J& & 7+ & &/K ^& %3 " + $ % '/
7+ .- $ %3 + E 4W + +& 4 ( 2 7+ .-
" J&F & (0.256) 7+ & (0.229) " ) "J " . %3
HR& '/ " W .+ +& 4 ( 2 (0.206) 7+ .- E %3
71
F FW '/ .(α ≤ 0.05) ^& " %/ (28.445) .L %& " F " -
"F# < *F)& (" < ) " "# < c3 & "7 "# < *- "
: Z& %& "
.F- %F3 " J& & 7+ & "7E " ( 4' HR&
" . %3 7+ .- :)& %3 + +& 4 ( 2 7+
.(α ≤ 0.05) " ( ^& "J
2 7+ .- %3 " J& & 7+ & HR& :)&
" . %3 7+ .- . L& L& * + +& 4 (
:% & 3 &# 3 E "7 "# < "7+ & & "J
HO1-1 4% "# ? "#>?
.F- %F3 " J& & 7+ & "7E " ( ' H$ (
"J " . %3 7+ # :)& %3 + +& 4 ( 2 7+
.(α ≤ 0.05) " ( ^&
7+ & H$ :)& & ( *& J& & "# < 1'/ &J(
:)& %3 + +& 4 ( 2 7+ .- %3 " J& &
.(8 ; 4) * ]# / "J " . %3 7+ #

72
(8 G 4)
4' < )$ " #$ ; #!Y & -$ #'- U$
" "#$% & > 5#6-
Adjusted
Sig* Sig* (R2)
T DF F (R2) (R)
‫ ى‬/- Beta ‫ ى‬/- O-=- L ‫ ا‬4'; ‫ا‬
/ ‫ا‬ 4 ‫درت ا‬ / ‫ا‬ && ‫ ا‬O-=- ‫ط‬N3‫ا(ر‬
(&‫ا‬ (&‫ا‬ && ‫ا‬
‫ا=&ل‬
‫ا‬ #$
0.000 4.406 0.211 3 Z"(J<‫ا‬
' )* ‫ا‬
-&. /‫ا‬
0.000 6.468 0.308 ‫ إدارة‬+, 2+‫ا‬ED‫ا‬ (r‫ر‬
0.000 371 24.584 0.159 0.166 0.407
‫! ت‬ #($O‫ا‬
‫ا‬
‫م‬8)‫ا‬
‫داري‬6‫ا‬
0.057 -1.908 -0.091 12! *34‫ا‬ 374 ‫ع‬E<J<‫ا‬
‫ا ن‬
(α ≤ 0.05) ‫ى‬E!" 3I (fc‫ إ‬G‫ ذا د‬%&!‫ن ا‬E;7*
.F- %F3 " J& & 7+ & H$ (8 ; 4) * ]#
."J " . %3 7+ # :)& %3 + +& 4 ( 2 7+
F & 7F+ F & "7E " ( 4' HR& %7K *& X7& . 02$ 'E
[F 'E "J " . %3 7+ # :)& %3 7+ .- %3 " J&
4$ (0.166) [ )3 R2 & * $ .(α≤0.05) ^& (0.407) R 9& ( *
L& X& "J " . %3 7+ # %3 . L& (0.166) & - $
X7& . 02$ & ' : %3 7+ .- %3 " J& & 7+ & %3
%3 ^& 8 / (0.159) [ - Adjusted R2 * & * $ *&
F- F ZJ&F 7+ .- %3 " J& & 7+ & &/
"F "F - .L ."J " . %3 7+ # " & " 9J
73
.7F+ .- E %3 " J& & (0.308) 7+ & (0.211) β HR&
%3 " J& & 7+ & &/K ^& %3 " + $ % '/
"F ) "FJ "F .F %3 7+ # %3 + E 4W 7+ .-
FW .7F+ .F- E %3 " J& & (0.308) 7+ & (0.211)
.(α ≤ 0.05) ^&F " %/ (24.584) .L %& " F " - HR& '/ "
(" <F ) "F "# < c3 & " < "# < *- " W '/
: Z& %& " "# < *)&
.F- %F3 " J& & 7+ & "7E " ( 4' HR&
.(α ≤ 0.05) " ( ^& "J " . %3 7+ # :)& %3 7+
HO1-2 "#$! "# ? "#>?
.F- %F3 " J& & 7+ & "7E " ( ' H$ (
"J " . %3 7+ ( :)& %3 + +& 4 ( 2 7+
.(α ≤ 0.05) " ( ^&
7+ & H$ :)& & ( *& J& & "# < 1'/ &J(
:)& %3 + +& 4 ( 2 7+ .- %3 " J& &
.(9 ; 4) * ]# / "J " . %3 7+ (

74
(9 - 4) ‫&ول‬
‫ ا ن‬12! *34‫م ا(داري ا‬8)‫ ادارة ! ت ا وا‬+, -&. /‫ ا وا *) ' ا‬4'TU ‫ &ار ا =&د‬V(‫ ا‬O'2 3 ‫ر‬N W‫ ا‬X V
Z.‫' ا‬V‫=ت ا[رد‬-\‫ ا‬+, ‫ و(ء ا‬Y'< 3 +,
Adjusted
Sig* Sig* (R2)
T DF F ( R 2) (R)
‫ ى‬/- Beta ‫ ى‬/- O-=- L ‫ ا‬4'; ‫ا‬
/ ‫ا‬ 4 ‫درت ا‬ / ‫ ا && ا‬O-=- ‫ط‬N3‫ا(ر‬
(&‫ا‬ (&‫ا‬ && ‫ا‬
‫ا=&ل‬
‫ا‬ #$
0.000 3.534 0.172 3 Z"(J<‫ا‬
' )* ‫ا‬
-&. /‫ا‬
0.050 1.970 0.096 ‫ إدارة‬+, 2+‫ا‬ED‫ا‬ ‫ء‬G‫و‬
0.000 371 19.479 0.129 0.136 0.369
‫! ت‬ #($O‫ا‬
‫ا‬
‫م‬8)‫ا‬
‫داري‬6‫ا‬
0.000 5.840 0.284 12! *34‫ا‬ 374 ‫ع‬E<J<‫ا‬
‫ا ن‬
(α ≤ 0.05) ‫ى‬E!" 3I (fc‫ إ‬G‫ ذا د‬%&!‫ن ا‬E;7*
.F- %F3 " J& & 7+ & H$ (9 ; 4) * ]#
."J " . %3 7+ ( :)& %3 + +& 4 ( 2 7+
F & 7F+ F & "7E " ( 4' HR& %7K *& X7& . 02$ 'E
%3 7+ ( :)& %3 + +& 4 ( 2 7+ .- %3 " J&
F $ .(α ≤ 0.05) ^&F (0.369) R 9& ( * [ 'E "J " .
%F3 7+ ( %3 . L& (0.136) & - $ 4$ (0.136) [ )3 R2 & *
%F3 " J&F & 7+ & %3 L& X& "J " .
$ *F& X7& . 02$ & ' : %3 + +& 4 ( 2 7+ .-
F &/ %3 ^& 8 / (0.129) [ - Adjusted R2 * & *
F +F& 4 ( 2 7+ .- %3 " J& & 7+ &
75
"F .F %F3 7+ ( " & " 9J - ZJ& +
F & (0.096) 7F+ F & (0.172) β HRF& "F " - .L ."J
$ % '/ .+ +& 4 ( 2 (0.284) 7+ .- E %3 " J&
.- %3 " J& & 7+ & &/K ^& %3 " +
" . %3 7+ ( %3 + E 4W + +& 4 ( 2 7+
7+ .- E %3 " J& & (0.096) 7+ & (0.172) " ) "J
%& " F " - HR& '/ " W .+ +& 4 ( 2 (0.284)
"7 "# < *- " W '/ .(α ≤ 0.05) ^& " %/ (19.479) .L
: Z& %& " "# < *)& (" < ) " "# < c3 & "H
.F- %F3 " J& & 7+ & "7E " ( 4' HR&
"J " . %3 7+ ( :)& %3 + +& 4 ( 2 7+
.(α ≤ 0.05) " ( ^&
HO2 "#$! " # "#>?
.F- %F3 " J& & 7+ & "7E " ( ' H$ (
%3 " & ( 7+ .- . - ++& %3 + +& 4 ( 2 7+
.(α ≤ 0.05) " ( ^& "J " .
7+ & H$ :)& & ( *& J& & "# < 1'/ &J(
++& %3 + +& 4 ( 2 7+ .- %3 " J& &
‫‪76‬‬
‫ ‪4) * ]# / "J " .‬‬ ‫‪%3 " & ( 7+ .- . -‬‬
‫; ‪.(10‬‬
‫&ول )‪(10 - 4‬‬
‫‪ X V‬ا‪N W‬ر ‪ O'2 3‬ا(‪& V‬ار ا =&د ‪ 4'TU‬ا وا *) ' ا‪ +, -&. /‬ادارة ! ت ا وا)‪8‬م ا(داري ا‪ 12! *34‬ا ن‬
‫‪& =3 +,‬رات ادارة ! ت ا ا( !' ‪ +,‬ا\‪=-‬ت ا[رد‪ 'V‬ا‪Z.‬‬
‫*‪Sig‬‬ ‫*‪Sig‬‬ ‫)‪(R2‬‬
‫‪T‬‬ ‫‪DF‬‬ ‫‪F‬‬ ‫)‪(R2‬‬ ‫)‪(R‬‬
‫‪ /-‬ى‬ ‫‪Beta‬‬ ‫‪ /-‬ى‬ ‫‪O-=-‬‬ ‫ا ;'‪ 4‬ا ‪L‬‬
‫ا ‪ /‬‬ ‫درت ا ‪4‬‬ ‫‪ O-=-‬ا && ا ‪ /‬‬ ‫ا(ر‪N3‬ط‬
‫ا&(‬ ‫ا&(‬ ‫ا &&‬
‫ا=&ل‬
‫ا ‬ ‫‪#$‬‬

‫‪0.534‬‬ ‫‪.623‬‬ ‫‪0.029‬‬ ‫‬ ‫‪3‬‬ ‫ا<‪Z"(J‬‬
‫ا *) '‬ ‫‪+‬رات‬
‫ا‪-&. /‬‬ ‫ادارة‬
‫‪0.000‬‬ ‫‪9.476‬‬ ‫‪0.439‬‬ ‫‪ +,‬إدارة‬
‫‪0.000 371‬‬ ‫ا‪ED‬ا‪2+‬‬ ‫‪33.553‬‬ ‫‪0.207‬‬ ‫‪0.213‬‬ ‫‪0.462‬‬ ‫‪(+'I‬ت‬
‫! ت‬
‫ا‬ ‫ا‪#($O‬‬
‫ا)‪8‬م‬ ‫ا‪I(<!?G‬‬
‫‪0.008‬‬ ‫‪2.655‬‬ ‫‪0.123‬‬ ‫ا‪12! *34‬‬ ‫ا<‪E<J‬ع ‪374‬‬
‫ا ن‬
‫*‪E;7‬ن ا!&‪ %‬ذا د‪ G‬إ‪E!" 3I (fc‬ى )‪(α ≤ 0.05‬‬
‫&‪.F- %3 " J‬‬ ‫& ‪ & 7+‬‬ ‫* )‪H$ (10 ; 4‬‬ ‫‪]#‬‬
‫&‪%3 " & ( 7+ .- . - ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫ ‪"7FE "F ( 4' HRF& %7K *& X7& . 02$ 'E ."J " .‬‬
‫&‪+F+& %F3 + +‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫& ‬
‫ ‪R 9F& ( * [ 'E "J " .‬‬ ‫‪%3 " & ( 7+ .- . -‬‬
‫)‪F& - F $ 4$ (0.213) [ )3 R2 & * $ .(α ≤ 0.05) ^& (0.462‬‬
‫ ‪"F .F‬‬ ‫)‪%3 " & ( 7+ .- . - ++& %3 . L& (0.213‬‬
‫&‪+‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫‪ & %3 L& X& "J‬‬
77
- Adjusted R2 * & * $ *& X7& . 02$ & ' : %3 +
.F- %F3 " J& & &/ %3 ^& 8 / (0.207) [
F "F & " 9J - ZJ& + +& 4 ( 2 7+
HR& " " - .L ."J " . %3 " & ( 7+ .- . -
+F& 4 ( 2 (0.123) 7+ .- E %3 " J& & (0.439) β
%F3 " J&F & &/K ^& %3 " + $ % '/ .+
. - ++& %3 + E 4W + +& 4 ( 2 7+ .-
%3 " J& & (0.439) " ) "J " . %3 " & ( 7+ .-
HRF& '/ " W .+ +& 4 ( 2 (0.123) 7+ .- E
F FW '/ .(α ≤ 0.05) ^& " %/ (33.553) .L %& " F " -
"F# < *F)& (" < ) " "# < c3 & "H "7 "# < *- "
: Z& %& "
F2 7F+ .F- %3 " J& & "7E " ( 4' HR&
.F %F3 "F & ( 7+ .- . - ++& %3 + +& 4 (
.(α ≤ 0.05) " ( ^& "J "
2 7+ .- %3 " J& & 7+ & HR& :)&
7F+ .F- . F- ++& . L& L& * + +& 4 (
‫‪78‬‬
‫‪.F# 3 "FHH E "H "7‬‬ ‫ ‪"# < "7+ & & "J " .‬‬ ‫( & " ‪%3‬‬
‫‪:% " 3‬‬
‫?>‪HO2-1 4% "# ? "#‬‬
‫&‪.F- %F3 " J‬‬ ‫( ‪ & 7+ & "7E " ( ' H$‬‬
‫ ‪"F .‬‬ ‫&‪%3 + *<& ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫‪.(α ≤ 0.05) " ( ^& "J‬‬
‫& ‪7+‬‬ ‫& &)‪H$ :‬‬ ‫(‪( *& J& & "# < 1'/ &J‬‬
‫&‪++& %3 + +‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫ & ‬
‫ ‪.(11 ; 4) * ]# / "J " .‬‬ ‫ &<* ‪%3 +‬‬

‫&ول )‪(11 - 4‬‬
‫‪ =3 +,‬ادارة ‪ O!H3‬ا ن ‪ +,‬ا\‪=-‬ت ا[رد‪ 'V‬ا‪Z.‬‬
‫*‪Sig‬‬ ‫*‪Sig‬‬ ‫)‪(R2‬‬
‫‪T‬‬ ‫‪DF‬‬ ‫‪F‬‬ ‫)‪( R 2‬‬ ‫)‪(R‬‬
‫‪ /-‬ى‬ ‫‪Beta‬‬ ‫‪ /-‬ى‬ ‫‪O-=-‬‬ ‫ا ;'‪ 4‬ا ‪L‬‬
‫ا ‪ /‬‬ ‫درت ا ‪4‬‬ ‫‪ O-=-‬ا && ا ‪ /‬‬ ‫ا(ر‪N3‬ط‬
‫ا&(‬ ‫ا&(‬ ‫ا &&‬
‫ا=&ل‬
‫ا ‬ ‫‪#$‬‬

‫‪0.410‬‬ ‫‪- 0.825‬‬ ‫‪-0.043‬‬ ‫‬ ‫‪3‬‬ ‫ا<‪Z"(J‬‬
‫ا *) '‬
‫ا‪-&. /‬‬
‫‪ +,‬إدارة‬ ‫ا‪ED‬ا‪2+‬‬ ‫ادارة ‪SI(Q1‬‬
‫‪0.050‬‬ ‫‪-1.966‬‬ ‫‪- 0.102‬‬
‫! ت‬
‫‪0.194 371‬‬ ‫‪1.581‬‬ ‫‪0.005‬‬ ‫‪0.013‬‬ ‫‪0.112‬‬ ‫ا‪E$O‬ن‬
‫ا‬
‫ا)‪8‬م‬
‫‪0.494‬‬ ‫‪0.685‬‬ ‫‪0.036‬‬ ‫ا‪12! *34‬‬ ‫ا<‪E<J‬ع ‪374‬‬
‫ا ن‬
‫*‪E;7‬ن ا!&‪ %‬ذا د‪ G‬إ‪E!" 3I (fc‬ى )‪(α ≤ 0.05‬‬
‫&‪.F- %3 " J‬‬ ‫& ‪ & 7+‬‬ ‫* )‪H$ (11 ; 4‬‬ ‫‪]#‬‬
‫ ‪"F .‬‬ ‫&‪%3 + *<& ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
79
7F+ F & "7E " ( 4' HR& %7K *& X7& . 02$ 'E ."J
+F+& %3 + +& 4 ( 2 7+ .- %3 " J& &
^& (0.112) R 9& ( * [ 'E "J " . %3 + *<&
%3 . L& (0.013) & - $ 4$ (0.013) [ )3 R2 & * $ .(α ≤ 0.05)
7F+ F & %F3 FL& X& "J " . %3 + *<& ++&
: %3 + +& 4 ( 2 7+ .- %3 " J& &
F F/ (0.005) [ - Adjusted R2 * & * $ *& X7& . 02$ & '
" & " 9J - ZJ& ")& . L& &/ %3 ^& 8
(;0.043) β HRF& " " - .L ."J " . %3 + *<&
F2 (0.036) 7+ .- E %3 " J& & (; 0.102) 7+ &
F & F &/K ^&F %3 " + $ % '/ .+ +& 4 (
4W + +& 4 ( 2 7+ .- %3 " J& & 7+
F & (;0.043) "F ) "J " . %3 + *<& ++& %3 "& E
4 ( 2 (0.036) 7+ .- E %3 " J& & (;0.102) 7+
%F/ (1.581) .L %& " F " - HR& '/ " W .+ +&
*F)& " < "# < *- " W '/ .(α ≤ 0.05) ^& " Q
: Z& %& " "# <

‫‪80‬‬
‫&‪.- %3 " J‬‬ ‫ &‪ & 7+ & "7E " ( 4' HR‬‬
‫ ‪"F .‬‬ ‫&‪%3 + *<& ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫‪.(α ≤ 0.05) " ( ^& "J‬‬
‫?>‪HO2-2 "#$! "# ? "#‬‬
‫&‪.F- %F3 " J‬‬ ‫( ‪ & 7+ & "7E " ( ' H$‬‬
‫ ‪ "J " .‬‬ ‫ ‪%3 .‬‬ ‫&‪ %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫&^ ( " )‪.(α ≤ 0.05‬‬
‫& ‪7+‬‬ ‫& &)‪H$ :‬‬ ‫(‪( *& J& & "# < 1'/ &J‬‬
‫&‪ %3 + +‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫ & ‬
‫ ‪.(12 ; 4) * ]# / "J " .‬‬ ‫ ‪%3 .‬‬

‫&ول )‪(12 - 4‬‬
‫‪ 4]V +,‬ا=‪ +, ,4‬ا\‪=-‬ت ا[رد‪ 'V‬ا‪Z.‬‬
‫*‪Sig‬‬ ‫*‪Sig‬‬ ‫)‪( R 2‬‬
‫‪T‬‬ ‫‪DF‬‬ ‫‪F‬‬ ‫)‪(R2‬‬ ‫)‪(R‬‬
‫‪ /-‬ى‬ ‫‪Beta‬‬ ‫‪ /-‬ى‬ ‫‪O-=-‬‬ ‫ا ;'‪ 4‬ا ‪L‬‬
‫ا ‪ /‬‬ ‫درت ا ‪4‬‬ ‫‪ O-=-‬ا && ا ‪ /‬‬ ‫ا(ر‪N3‬ط‬
‫ا&(‬ ‫ا&(‬ ‫ا &&‬
‫ا=&ل‬
‫ا ‬ ‫'‬

‫‪0.109‬‬ ‫‪-1.605‬‬ ‫‪-0.065‬‬ ‫‬ ‫‪3‬‬ ‫ا\‪L'-‬‬
‫ا *) '‬
‫ا‪-&. /‬‬
‫‪0.000 15.178‬‬ ‫‪0.613‬‬ ‫‪ +,‬إدارة‬ ‫ا‪ N‬ا‪+‬‬ ‫‪8K‬‬
‫! ت‬
‫‪0.000 371‬‬ ‫‪82.571‬‬ ‫‪0.396‬‬ ‫‪0.400‬‬ ‫‪0.633‬‬ ‫ا<)‪("EF‬ت‬
‫ا‬
‫ا)‪8‬م‬
‫‪0.058‬‬ ‫‪1.901‬‬ ‫‪0.077‬‬ ‫‪374‬‬ ‫ا\ ع‬
‫ا‪12! *34‬‬
‫ا ن‬
‫** ن ا ‪ 4'TU‬ذا د( إ`‪ /- &)! 'F‬ى )‪(α ≤ 0.05‬‬
81
.F- %3 " J& & 7+ & H$ (12 ; 4) * ]#
'E ."J " . %3 . %3 + +& 4 ( 2 7+
%F3 " J&F F & "7E " ( 4' HR& %7K *& X7& . 02$
R 9F& ( *F [F 'E "FJ " . %3 . %3 7+ .-
F& - F $ 4$ (0.400) [ )3 R2 & * $ .(α ≤ 0.05) ^& (0.633)
%F3 FL& F X& "J " . %3 . %3 . L& (0.400)
*F $ *& X7& . 02$ & ' : %3 7+ .- %3 " J& &
F &/ %3F ^&F 8F F / (0.396) [ - Adjusted R2 * &
" & " 9J - ZJ& 7+ .- E %3 " J& &
& (0.613) β HR& " " - .L ."J " . %3 .
F &/K ^&F %F3 F " + $ % '/ .7+ .- E %3 " J&
.F %3 . %3 + E 4W 7+ .- %3 " J& &
'/ " W .7+ .- E %3 " J& & (0.613) " ) "J "
FW '/ .(α ≤ 0.05) ^& " %/ (82.571) .L %& " F " - HR&
"# < *)& (" < ) " "# < c3 & "H " < "# < *- "
: Z& %& "
F %F3 7F+ .- %3 " J& & "7E " ( 4' HR&
.(α ≤ 0.05) " ( ^& "J " . %3 .

‫‪82‬‬
‫?>‪HO2-3 "!! "# ? "#‬‬
‫&‪.F- %F3 " J‬‬ ‫( ‪ & 7+ & "7E " ( ' H$‬‬
‫ ‪^& " .‬‬ ‫&‪%3 " &( ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫( " )‪.(α ≤ 0.05‬‬
‫& ‪7+‬‬ ‫& &)‪H$ :‬‬ ‫(‪( *& J& & "# < 1'/ &J‬‬
‫&‪++& %3 + +‬‬ ‫&‪4 ( 2 7+ .- %3 " J‬‬ ‫ & ‬
‫ ‪.(13 ; 4) * ]# / "J " .‬‬ ‫(& " ‪%3‬‬

‫&ول )‪(13 - 4‬‬
‫‪ =3 +,‬ا(‪ +, \ :‬ا\‪=-‬ت ا[رد‪ 'V‬ا‪Z.‬‬
‫*‪Sig‬‬ ‫*‪Sig‬‬ ‫)‪(R2‬‬
‫‪T‬‬ ‫‪DF‬‬ ‫‪F‬‬ ‫)‪(R2‬‬ ‫)‪(R‬‬
‫‪ /-‬ى‬ ‫‪Beta‬‬ ‫‪ /-‬ى‬ ‫‪O-=-‬‬ ‫ا ;'‪ 4‬ا ‪L‬‬
‫ا ‪ /‬‬ ‫درت ا ‪4‬‬ ‫‪ O-=-‬ا && ا ‪ /‬‬ ‫ا(ر‪N3‬ط‬
‫ا&(‬ ‫ا&(‬ ‫ا &&‬
‫ا=&ل‬
‫ا ‬ ‫‪#$‬‬

‫‪0.018‬‬ ‫‪2.369‬‬ ‫‪0.121‬‬ ‫‬ ‫‪3‬‬ ‫ا<‪Z"(J‬‬
‫ا *) '‬
‫ا‪-&. /‬‬
‫‪0.001‬‬ ‫‪3.389‬‬ ‫‪0.172‬‬ ‫‪ +,‬إدارة‬ ‫ا‪ED‬ا‪2+‬‬ ‫‪O7O)1‬‬
‫! ت‬
‫‪0.000 371‬‬ ‫‪6.494‬‬ ‫‪0.042‬‬ ‫‪0.050‬‬ ‫‪0.223‬‬ ‫ا‪$(J!G‬‬
‫ا‬
‫ا)‪8‬م‬
‫‪0.066‬‬ ‫‪1.843‬‬ ‫‪0.094‬‬ ‫ا‪12! *34‬‬ ‫ا<‪E<J‬ع ‪374‬‬
‫ا ن‬
‫*‪E;7‬ن ا!&‪ %‬ذا د‪ G‬إ‪E!" 3I (fc‬ى )‪(α ≤ 0.05‬‬
‫&‪.F- %3 " J‬‬ ‫& ‪ & 7+‬‬ ‫* )‪H$ (13 ; 4‬‬ ‫‪]#‬‬
‫&‪%3 " & ( 7+ .- . - ++& %3 + +‬‬ ‫‪4 ( 2 7+‬‬
‫ ‪ & "7E " ( 4' HR& %7K *& X7& . 02$ 'E ."J " .‬‬
83
" . %3 " &( ++& %3 7+ .- %3 " J& & 7+
[ )3 R2 & * $ .(α≤0.05) ^& (0.223) R 9& ( * [ 'E "J
"F .F %F3 " &( ++& %3 . L& (0.050) & - $ 4$ (0.050)
%F3 7+ .- %3 " J& & 7+ & %3 L& X& "J
/ (0.042) [ - Adjusted R2 * & * $ *& X7& . 02$ & ' :
.F- E %F3 " J&F & 7+ & &/ %3 ^& 8
"F . %3 " &( ++& " & " 9J - ZJ& 7+
F & (0.172) 7F+ F & (0.121) β HRF& "F " - .L ."J
& &/K ^& %3 " + $ % '/ .7+ .- E %3 " J&
%F3 " &( ++& %3 + E 4W 7+ .- %3 " J& & 7+
%F3 " J& & (0.172) 7+ & (0.121) " ) "J " .
"F %/ (6.494) .L %& " F " - HR& '/ " W .7+ .- E
"# < c3 & "H H " < "# < *- " W '/ .(α≤0.05) ^&
: Z& %& " "# < *)& (" < ) "
.F- %F3 " J& & 7+ & "7E " ( 4' HR&
.(α ≤ 0.05) " ( ^& "J " . %3 " &( %3 7+
84
HO3 "!! " # "#>?
+ *<& ) " & ( 7+ .- . ) "7E " ( ' H$ (
"J " . %3 7+ .- :)& %3 (" &( .
.(α ≤ 0.05) " ( ^&
.- . - H$ :)& & ( *& J& & "# < 1'/ &J(
.- $ :)& %3 (" &( . + *<& ) " & ( 7+
.(14 ; 4) * ]# / "J " . %3 7+
(14 - 4) ‫?ول‬
‫(")(ت‬J‫ ا‬2B #" #($O‫(ت ا‬+'I ‫ اداء‬yMH1 2B I(<!?G‫ ا‬#($O‫(ت ا‬+'I ‫رات ادارة‬+ %&! ‫ار ا<!)د‬HKG‫ ا‬SFH1 ‫(ر‬D!v‫ ا‬Y(!K
T(R‫ ا‬K‫ا\رد‬
Adjusted
Sig* Sig* (R2)
T DF F ( R 2) (R)
‫ ى‬/- Beta ‫ ى‬/- O-=- L ‫ ا‬4'; ‫ا‬
/ ‫ا‬ 4 ‫درت ا‬ / ‫ا‬ && ‫ ا‬O-=- ‫ط‬N3‫ا(ر‬
(&‫ا‬ (&‫ا‬ && ‫ا‬
‫ا=&ل‬
O!H3 ‫إدارة‬ #$

0.335 0.965 0.048 ‫ا ن‬ 3 Z"(J<‫ا‬
‫أداء‬
4]V
0.000 7.039 0.350 ‫ت‬- 2=‫ا‬ 0.000 371 2+‫ا‬ED‫ا‬ 18.759 0.125 0.132 0.363 ‫(ت‬+'I
#($O‫ا‬
0.310 1.016 0.051 \ :(‫ا‬ 374 ‫ع‬E<J<‫ا‬
(α ≤ 0.05) ‫ى‬E!" 3I (fc‫ إ‬G‫ ذا د‬%&!‫ن ا‬E;7*
*F<& ) "F & ( 7F+ .- . - H$ (14 ; 4) * ]#
"F . %3 7+ .- :)& %3 (" &( . +
%F3 .F "7E " ( 4' HR& %7K *& X7& . 02$ 'E ."J
(0.363) R 9& ( * [ 'E "J " . %3 7+ .- :)&
85
F (0.132) F& - F $ 4$ (0.132) [ )3 R2 & * $ .(α ≤ 0.05) ^&
%3 L& X& "J " . %3 7+ .- :)& %3 . L&
[ - Adjusted R2 * & * $ *& X7& . 02$ & ' : %3 .
F9J - ZJ& . &/ %3 ^& 8 / (0.042)
"F "F - .L ."J " . %3 7+ .- " & "
F &/K ^& %3 " + $ % '/ .. (0.350) β HR&
"F ) "FJ "F .F %3 7+ .- :)& %3 E 4W .
^& " %/ (18.759) .L %& " F " - HR& '/ " W .(0.350)
"F "# < c3 & "H H "7 "# < *- " W '/ .(α ≤ 0.05)
: Z& %& " "# < *)& (" < )
%F3 F 7F+ .- :)& %3 . "7E " ( 4' HR&
.(α ≤ 0.05) " ( ^& "J " .
F F+ *F<& ) " & ( 7+ .- . - HR& :)&
"F .F %3 7+ .- . L& L& * (" &( .
:% & 3 &# 3 E "H H "7 "# < "7+ & & "J
HO3-1 4 "# ? "#>?
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التواصل الاجتماعي مع زبائن

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التواصل الاجتماعي مع زبائن

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The Impact of Using Social Media in Customer

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