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

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.

The determinants of social CRM entrepreneurship: An institutional perspective

“…These platforms help organizations sense and respond to customers' dynamic needs and expectations and to sustain deep and long-term relationships. Furthermore, these results also agree with those of recent research (Aldaihani & Ali, 2018;Chierici et al, 2018;Latuny, 2018;Wang & Kim, 2017) showing the contribution of SCRM usage to improving CRM processes and organizational performance as a whole.…”

“…The population was the banking industry. Entrepreneurship is an urgent part of today's banking industry in light of the current dynamic and active business environment (Aldaihani & Ali, 2018;Chai & Entebang, 2013;Ijeoma & Onuoha, 2018). Furthermore, recent research (Aldaihani & Ali, 2018;Hallikainen et al, 2017) has suggested that banks that have an entrepreneurial orientation should place more emphasis on the use of SCRM systems to enhance CRM processes.…”

“…Entrepreneurship is an urgent part of today's banking industry in light of the current dynamic and active business environment (Aldaihani & Ali, 2018;Chai & Entebang, 2013;Ijeoma & Onuoha, 2018). Furthermore, recent research (Aldaihani & Ali, 2018;Hallikainen et al, 2017) has suggested that banks that have an entrepreneurial orientation should place more emphasis on the use of SCRM systems to enhance CRM processes. Aldaihani and Ali (2018) observed that social media can dramatically influence a bank's reputation and public image, where customer behavior in this context is strongly affected by word of mouth communication.…”

“…Furthermore, recent research (Aldaihani & Ali, 2018;Hallikainen et al, 2017) has suggested that banks that have an entrepreneurial orientation should place more emphasis on the use of SCRM systems to enhance CRM processes. Aldaihani and Ali (2018) observed that social media can dramatically influence a bank's reputation and public image, where customer behavior in this context is strongly affected by word of mouth communication. Therefore, the banking industry was deemed an appropriate population to address the study aims.…”

The Influence of Digital Marketing, Customer Experience and Relationship Marketing on Customer Satisfaction

“…Relationship marketing is a business philosophy developed from the need to maintain a committed current customer base for the organization which involves strengthening relationships with current customers and retaining them rather than seeking new customers (Ojiaku et al, 2017). Another opinion says that relationship marketing will create strengthening and maintaining strong relationships with customers and stakeholders (Aldaihani & Ali, 2019).…”