Effect of Electronic Customer Relationship Management on Electronic Service Quality Provided by the Commercial Banks in Kuwait
Journal Title: International Journal of Academic Research in Accounting, Finance and Management Sciences - Year 2018, Vol 8, Issue 2
Abstract
The study aims to investigate the impact of electronic customer relationship management on Electronic service quality provided by the commercial banks in Kuwait. The study population consisted of all of the customers of the commercial banks in Kuwait. A convenience sampling was taken from customers of the commercial banks in Kuwait and using the electronic services provided by banks that estimated (541) respondents. To achieve the objectives of the study, the descriptive analytical method was used through A questionnaire that used a major tool for data collection developed at the hands of elite researchers and writers in the field of the study variables and which consisted of (39) items. A number of statistical tools and methods were used such as Mean, Standard Deviation, one sample T-test, Multiple Regression. After the analysis of the collected data and hypotheses, a number of results were reached: There was a significant impact of E-customer relationship management on Electronic service quality provided by the commercial banks in Kuwait. Based on the findings of the present study, the researcher recommends managers and decision makers of the commercial banks in Kuwait to know how to use their website to market services that will be considered valuable by customers.
Authors and Affiliations
Faraj Mazyed Faraj Aldaihani, Noor Azman Bin Ali
Keywords
Related Articles
- EP ID EP364809
- DOI 10.6007/IJARAFMS/v8-i2/4239
- Views 82
- Downloads 0
Determinants of Dividend Payout of Financial Firms and Non-Financial Firms in Ghana
The Role of Romanian Communities in the Diaspora to Promote Romanian International Tourism
Due to its natural and antropic tourist resources – cultural, historical, religious, technical, economic and socio – demographic – Romania can answer a large scale of travel motivations and accordingly, it may attract mo...
Nutrigenomics – Impact on Health
When perceived from a holistic point of view, the aliment is more than what it seems to be: for some people it is a manner of using their senses, for others it is a physiological necessity, or both, intertwined with culi...
The Relative Efficiency of Saudi Banks: Data Envelopment Analysis Models
The purpose of this study is to measure the relative efficiency of banks in Saudi Arabia using a basic DEA models like CCR and BCR. Also, it investigated the determinants of such efficiency in terms of bank size and capi...
Monetary Policy Inclusive Growth: Empirical Evidence from Malaysia
The static growth of foreign direct investment since 2006 and current growth per capita of 3.11% in 2015 about 4.89% in 1980 spark a growing interest in the role of monetary policy. The unexplored causal relationship bet...