The mediating role of technology innovation in the relationship between customer relationship management and customer loyalty, a case of Kuwaiti banking industry

International Journal of Business Innovation and Research Pub Date : 2023-01-01 DOI:10.1504/ijbir.2023.128589

Faraj Mazyed Faraj Aldaihani, Noor Azman Bin Ali

引用次数: 1

Abstract

This study examines the mediating role of technology innovation in the relationship between customer relationship management (CRM) and customer loyalty in Kuwait's local banks. The study also investigates the impact of CRM practices such as information sharing, customer involvement, knowledge management and technology based-CRM on customer loyalty in the Kuwaiti local banks. Using the convenience-sampling technique, 433 useful questionnaires were collected from the 460 distributed questionnaires in the survey. The collected data were analysed using AMOS to test the hypotheses that show a significant mediating effect of the technology innovation in the relationship between the CRM practices and customer loyalty. The study also identifies the significant or moderate impact of different CRM practices on customer loyalty in Kuwait's case of local banks. The discussion, implications and limitations and direction for future research have been discussed.

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技术创新在客户关系管理与客户忠诚关系中的中介作用，以科威特银行业为例

本研究考察了技术创新在科威特地方银行客户关系管理(CRM)与客户忠诚关系中的中介作用。该研究还调查了科威特当地银行的客户关系管理实践，如信息共享、客户参与、知识管理和基于技术的客户关系管理对客户忠诚度的影响。本次调查共发放问卷460份，采用方便抽样法，收集到有用问卷433份。利用AMOS对收集到的数据进行分析，检验了技术创新在CRM实践与客户忠诚度之间的关系中具有显著中介作用的假设。该研究还确定了不同的客户关系管理实践对科威特当地银行客户忠诚度的显著或中等影响。讨论了本文的讨论、启示和局限性以及未来研究的方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Business Innovation and Research Business, Management and Accounting-Business and International Management

CiteScore

2.10

自引率

0.00%

发文量

期刊介绍： One of the largest unrealised opportunities in organisations is fully leveraging ideas and knowledge to transform business processes into continuing innovation. Global markets and operations force companies to rethink business innovation and research activities and in turn their overall competitiveness. Business innovation and research contribute significantly to improvement in enterprise productivity and quality, integral components of business strategy and success. IJBIR covers developments in the theory and applications of business and entrepreneurship innovation strategies, methods and tools to enhance competitiveness. Topics covered include: -Business research methods- Innovation in finance/accounting- International business/finance- Strategy innovation, strategic alliances, BPR- Business research for decision making- Innovation/research in marketing, SMEs- Buyer/consumer behaviour, CSR- Global supply chain/networks, outsourcing, export/import, retailing- Organisational competitiveness/learning/leadership- Service industries, healthcare, new product/process innovation- Empirical analysis, case studies, performance measures- Benchmarking/best practices in innovation activities- Role of IT/IS, e-business, technological innovation- Knowledge management, technology transfer- Business law, ethics, environmental standards