Electronic Loyalty of Islamic Banks in Saudi Arabia: Do E-CRM Practices Matter?

Layla Hodaed Alsheikh
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Layla Hodaed Alsheikh: Faculty of Administration and Economics, Umm Al-Qura University, Saudi Arabia

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2023, vol. 14, issue 1, 1-15

Abstract: This paper aims to explore the impact of electronic customer relationship management practices (website quality, ease of use, customer privacy, and information quality) on the customer electronic loyalty. The population of this study is customers of the Islamic banks in Saudi Arabia. The questionnaire is used as a basic tool in the survey related to the current research. The hypothesized structural equation model was tested using the AMOS software version 20. The study has found that with respect to the bank customers, e-CRM has a significant impact on electronic customer loyalty. Based on the results of the study, bank managers and decision makers should focus more on the optimal distribution of the available resources and strengthening their electronic relationship with customers in order to attract more customers, retain existing customers, and get rid of less profitable customers.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:14:y:2023:i:1:p:1-15

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