Cover
Volume 7, Special Issue 6 (2026)

Published: October 25, 2026

Pages: 297-307

Research Article

The role of customer relationship management quality in reducing administrative work stress among employees: A field study at Warith Al-Anbiya University

Athmar R. Hassan 1 Nidhal A. Al-Maliki 2 Hussein M. A. Kashkoul 3 Hazem F. Abu Sakhr 4
1Department of business administration, college of administration and economics, university of Warith Al-Anbiyaa, Karbala, Iraq
2Acconting department, College of Administration and Economics, University of Warith Al-Anbiyaa, Karbala, Iraq
3Department of Business Administration, College of Administration and Economics, University of Kufa, Najaf, Iraq
4Department of Digital Media, College of Media, Warith Al-Anbiya University, Karbala, Iraq
History
  • Received: August 14, 2026
  • Available Online: October 25, 2026
DOI

https://doi.org/10.56967/ejfb20261000

Abstract

This research aims to analyze the role of customer relationship management (CRM) quality in reducing administrative work stress among employees at Warith Al-Anbiya University (PBUH). This was achieved through a field study that sought to determine the extent to which trust and commitment, two of the most prominent components of CRM quality, contribute to addressing the levels of work stress experienced by university employees. Work stress was measured according to four main dimensions: administrative workload, nature of administrative work, role ambiguity, and role conflict. The study employed a descriptive-analytical approach. Data was collected through a questionnaire distributed to employees in administrative departments, the Human Resources Division, the Finance Department, and the university's colleges. A total of 98 questionnaires were distributed, of which 88 were returned and deemed valid for statistical analysis, representing a response rate of 89.8%, which reflects a good level of engagement with the research instruments. The statistical analysis revealed a significant impact of customer relationship management (CRM) quality on reducing administrative work stress. The results showed that trust and commitment clearly contribute to lowering ambiguity and role conflict, as well as reducing the workload resulting from daily organizational interactions. The findings also confirmed that improving CRM quality within the university environment enhances the effectiveness of administrative procedures and contributes to a more stable and supportive work environment for employees. The study recommends that the university adopt sustainable strategies to promote trust and commitment within its CRM system, given its direct impact on improving performance efficiency and reducing stress, thereby enhancing the quality of services provided to both students and visitors.

Keywords

References

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