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Effect of Electronic Customer Relationship Management on Electronic Service Quality Provided by the Commercial Banks in Kuwait

Faraj Mazyed Faraj Aldaihani () and Noor Azman Bin Ali ()

International Journal of Academic Research in Accounting, Finance and Management Sciences, 2018, vol. 8, issue 2, 143-154

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.

Keywords: Electronic Customer Relationship Management; electronic service quality; commercial banks; Kuwait (search for similar items in EconPapers)
Date: 2018
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