Muhanad Mahmoud

In today’s highly competitive business environment, organizations, particularly in the airline industry, are increasingly adopting electronic customer relationship management (E-CRM) to enhance customer engagement and achieve a competitive edge. This study aims to analyze the impact of E-CRM on the competitive advantage of EgyptAir, focusing on customer satisfaction as a mediating factor. Employing a descriptive and analytical methodology, the paper surveyed 355 EgyptAir customers, utilizing a structured questionnaire to gather data on E-CRM practices, customer satisfaction, and competitive advantage. The findings reveal a significant positive correlation between E-CRM and competitive advantage, with a correlation coefficient (R) of 0.56 and a determination coefficient (R²) of 0.315, indicating that E-CRM accounts for 31.5% of the variance in competitive advantage. Furthermore, the results demonstrate that customer satisfaction significantly mediates this relationship, with E-CRM explaining 43.9% of the variance in customer satisfaction (R² = 0.439) and a direct positive impact of customer satisfaction on competitive advantage (R = 0.38, R² = 0.247). Path analysis using AMOS v.24 confirmed these findings, showing both direct and indirect effects of E-CRM on competitive advantage through customer satisfaction. The model fit indices (CFI = 0.894, RMSEA = 0.000) suggest a robust model. The study underscores the crucial role of E-CRM in fostering customer satisfaction and enhancing competitive advantage in the airline industry, providing valuable insights for airlines aiming to leverage E-CRM for sustainable success.

Acknowledgments
The authors are thankful to the Deanship of Graduate Studies and Scientific Research at University of Bisha for supporting this work through the Fast-Track Research Support Program.

This study investigates the impact of Knowledge Management (KM) practices, enhanced by smart technologies, on organizational performance within public pharmaceutical organizations in Cairo Governorate, Egypt. Using a descriptive-analytical approach, the study targeted employees from five public pharmaceutical companies in Cairo Governorate, including Memphis Pharmaceuticals, Arab Pharmaceuticals, Cairo Pharmaceuticals, Nile Pharmaceuticals, and EIPICO. These companies were selected based on their public listing and accessible workforce data. Respondents included administrative and technical staff, ensuring a representative sample of the sector. The sample size of 372 was calculated using a 95% confidence level and a 5% margin of error, proportionally distributed across organizations and roles. The results of the study reveal that KM practices significantly enhance operational efficiency and foster innovation, with quantitative evidence showing that KM positively influences operational efficiency (β = 0.42, p < 0.01) and innovation (β = 0.35, p < 0.05). The analysis also indicates that strategic leadership plays a moderating role in the relationship between KM practices and organizational performance. Specifically, the moderation effect of leadership strengthens the impact of KM on operational efficiency (interaction term: β = 0.18, p < 0.05) and innovation (interaction term: β = 0.21, p < 0.05). These findings underscore the critical role of leadership in aligning KM practices with strategic goals, highlighting the potential for public pharmaceutical organizations to achieve higher efficiency and innovation. Organizations operating in highly regulated sectors can drive continuous improvement and achieve sustainable performance outcomes by integrating KM frameworks with advanced technologies and strategic leadership.

Acknowledgment
The authors are thankful to the Deanship of Graduate Studies and Scientific Research at the University of Bisha for supporting this work through the Fast-Track Research Support Program.