Özet:

The aim of this study is concentrated on the effect of customer-relationship management by using social media on electronic loyalty, where the study applied on telecommunication sector in Jordan (Zain, Uminah, and Orange). The researcher uploads (100) electronic questioners on companies' facebook pages and get back (95) questioners were valid to analyze. The independent variable was sCRM and the sub variables were (online communities, social media support, information use, customer relationship orientation, and social media data) and the dependent variable was E-loyalty and the sub variables were (Word of mouth, and future purchase intention). The results indicated that there was an effect by using social media through customer relationship on E-loyalty. Key Words: sCRM, E-loyalty, Telecommunication, Jordan.

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