ISSN 2394-5125
 

Research Article 


ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST

Dr. Owais Barkat Al-Ghraibah.

Abstract
Online customer retention has become essential for the success of businesses during COVID 19. A shift in
customers toward the online has increased the important of this variable. Nevertheless, few studies examined the
predictors of online customer retention. Based on social exchange theory service quality model, and technology
acceptance model, this study proposes that attitude, customer satisfaction, ease of use and responsiveness will
have a direct effect on online customer retention among customers of retailers in Saudi Arabia. The study also
proposes that online trust will moderate the relationship. Data was collected from Saudi online customers. A
total 224 respondents were obtained. The data was analysed using smart partial least square. The findings
showed that responsiveness, customer satisfaction, ease of use and attitude are important for online customer
retention. In addition, the findings indicated that the online trust can moderate the effect of the variables with
online customer retention. Retailers are advised to enhance the delivery time and reward customers for late
delivery to increase their retention.

Key words: Online trust; Customer Satisfaction; Online customer retention; Attitude; COVID 19.


 
ARTICLE TOOLS
Abstract
PDF Fulltext
How to cite this articleHow to cite this article
Citation Tools
Related Records
 Articles by Dr. Owais Barkat Al-Ghraibah
on Google
on Google Scholar


How to Cite this Article
Pubmed Style

Dr. Owais Barkat Al-Ghraibah. ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. JCR. 2020; 7(9): 2464-2472. doi:10.31838/jcr.07.09.399


Web Style

Dr. Owais Barkat Al-Ghraibah. ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. http://www.jcreview.com/?mno=121493 [Access: May 30, 2021]. doi:10.31838/jcr.07.09.399


AMA (American Medical Association) Style

Dr. Owais Barkat Al-Ghraibah. ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. JCR. 2020; 7(9): 2464-2472. doi:10.31838/jcr.07.09.399



Vancouver/ICMJE Style

Dr. Owais Barkat Al-Ghraibah. ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. JCR. (2020), [cited May 30, 2021]; 7(9): 2464-2472. doi:10.31838/jcr.07.09.399



Harvard Style

Dr. Owais Barkat Al-Ghraibah (2020) ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. JCR, 7 (9), 2464-2472. doi:10.31838/jcr.07.09.399



Turabian Style

Dr. Owais Barkat Al-Ghraibah. 2020. ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. Journal of Critical Reviews, 7 (9), 2464-2472. doi:10.31838/jcr.07.09.399



Chicago Style

Dr. Owais Barkat Al-Ghraibah. "ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST." Journal of Critical Reviews 7 (2020), 2464-2472. doi:10.31838/jcr.07.09.399



MLA (The Modern Language Association) Style

Dr. Owais Barkat Al-Ghraibah. "ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST." Journal of Critical Reviews 7.9 (2020), 2464-2472. Print. doi:10.31838/jcr.07.09.399



APA (American Psychological Association) Style

Dr. Owais Barkat Al-Ghraibah (2020) ONLINE CONSUMER RETENTION IN SAUDI ARABIA DURING COVID 19: THE MODERATING ROLE OF ONLINE TRUST. Journal of Critical Reviews, 7 (9), 2464-2472. doi:10.31838/jcr.07.09.399