الفهرس 
الإطــار العــام للدراســةيوجد فقط 14 صفحة متاحة للعرض العام
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المستخلص
The overall objective of this study is to ”build a measurement of customer Experience management in commercial banks in the Arab Republic of Egypt and determine its relationship with customer loyalty.” , from the perspective of the research population using the simple relationship analysis , exploratory and confirmatory factor analysis , structure equation model and path analysis ,the study depends on two surveys (one of them represented to an systematic random sample of Deposit Services Customers in Commercial Banks ,its size 384 customers and the other survey represented to stratified random sample of Deposit Services employees , its size 120 employees .
The finding refers to that , There are no significant differences between the public and private commercial bank customers on dimensions of customer experience management , relationship quality variables and dimensions of customer loyalty - There are no significant differences between the public and private commercial bank employees opinion around the dimensions of customer experience management ( except act experience) , relationship quality variables and dimensions of customer loyalty( except WOM) - There is significant effect of the customer experience management dimensions (Sense Experience, Feel Experience, Think Experience, Act Experience and Relate Experience) , and loyalty dimensions (the dependent variable) , and this effect is partly direct and the other part indirectly for Feel Experience, Think Experience, and Relate Experience , but both (Sense Experience, Act Experience) Their total effect on loyalty variable done through the relationship quality , that is indirect effect only.