عنوان الإطروحه
FACTORS AFFECTING CUSTOMER RETENTION IN AN INTERNET BASED ENVIRONMENT : THE CASE OF E-BANKING IN THE STATE OF KUWAIT
تاريخ مناقشة الاطروحه
2019-05-29
اسم الطالب
فاطمة خالد محمد الناصر
المشرف
بهجت عيد مفلح الجوازنة
المشرف المشارك
اعضاء لجنة المناقشة
زياد محمد علي الصمادي
سالم سفاح حنيان العون
عبد الغفور الزواهرة
الكلية
كلية الاقتصاد والعلوم الادارية
القسم
ادارة الأعمال
الملخص بالعربية
الملخص بالانجليزي
 Internet and web-based applications created a disequilibrium in the space of e-commerce. 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 e-commerce 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
رقم ISN
6030
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