Factors Affecting Customer Petention in an Internet Based Environment: The Case of E-Banking in the State of Kuwait
| العنوان بلغة أخرى: |
العوامل المؤثرة على الاحتفاظ بالزبائن في بيئة الخدمات الإلكترونية المقدمة من قبل البنوك في دولة الكويت |
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| المؤلف الرئيسي: | Al-Nasser, Fatemah Khaled (Author) |
| مؤلفين آخرين: | Al Jawazneh, Bahjat (Advisor) |
| التاريخ الميلادي: |
2019
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| موقع: | المفرق |
| الصفحات: | 1 - 79 |
| رقم MD: | 975609 |
| نوع المحتوى: | رسائل جامعية |
| اللغة: | الإنجليزية |
| الدرجة العلمية: | رسالة ماجستير |
| الجامعة: | جامعة آل البيت |
| الكلية: | كلية الاقتصاد والعلوم الادارية |
| الدولة: | الاردن |
| قواعد المعلومات: | Dissertations |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
132
| المستخلص: |
Internet and web-based applications created a disequilibrium in the space of ecommerce. With that disequilibrium comes a change in the role of online customers that presented many challenges to businesses operating in the pool of Internet and ecommerce settings. The main objective of this research is to determine the factors that affect customer retention in an Internet based environment. The case of e-banking in Kuwait was selected to represent the Internet environment where this research was conducted. A sample of Internet-banking users in Kuwait participated in an online survey to help formulate a better understanding of customer behavior and eventually exploring the main factors that affect customer retention in an Internet environment. The findings of the statistical analysis in this research have identified trust and perceived security as the two major determinants of customer retention in Kuwait. Another unique finding is that customers in Kuwait appreciated perceived benefits highly to the point it became a determinant of customer retention and commitment. As a result, to the findings, this research can be used as a reference for the e-commerce oriented organizations, and marketing researchers for developing better strategies intended to attain higher customer retention rate in an Internet based services and applications. |
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