Strategic Role of Customer-Centric Culture in Driving Engagement: Insights from Saudi Arabia’s Automotive Sector

his dataset contains responses from 391 participants working in the automotive aftersales sector in Saudi Arabia, collected via a structured questionnaire to examine the relationships between Customer Relationship Management (CRM), Customer-Centric Culture (CCC), Customer Experience (CX), and Customer Engagement (CE).

Data Structure and Components

Raw Survey Data (Anonymized)

Each row represents one respondent.

Includes demographic variables (e.g., region, age group, gender, nationality, department, company).

Includes 7-point Likert scale responses to multiple items measuring CRM, CCC, CX, and CE, as well as their subdimensions (e.g., Customer Focus, CRM Processes and Structure, Technology-based CRM, Organizational Commitment, Empowered Employees, Metrics & KPIs, Ambient Experience, Cognitive Experience, Pragmatic Experience, Customer Satisfaction, Customer Trust).

Cleaned & Coded Dataset

Recoded variables for analysis (e.g., numeric scales from 1–7).

Removal of incomplete responses and non-relevant entries.

Statistical Output Tables

Descriptive Statistics: Mean and standard deviation for each indicator.

Demographic Summary: Frequency and percentage distributions for all demographic categories.

Measurement Model Results: Factor loadings, Cronbach’s alpha (CA), Composite Reliability (CR), and Average Variance Extracted (AVE) for each construct and dimension.

Discriminant Validity (Fornell & Larcker) and Heterotrait-Monotrait (HTMT) ratios.

Cross-Loadings for each item.

Collinearity Assessment and Effect Sizes (f²).

Structural Model Results: Path coefficients, R², Q², and q² values.

Predictive Relevance statistics.