The role of knowledge management in achieving customer satisfaction in the electronic store sector: A survey study of the opinions of a sample of customers of Noon store

Abstract

The purpose of this study is to identify the role of knowledge management in achieving customer satisfaction in the electronic store sector. An exploratory study of the opinions of a sample of customers of the Saudi Noon store. To achieve this purpose, a questionnaire was used as a tool for collecting primary data. The study population consisted of all electronic stores in the Kingdom of Saudi Arabia, by applying it to a simple random sample of customers of the Saudi Noon store, and the sample size reached (210) individuals. The study concluded a number of results, the most important of which are: There is a statistically significant effect of knowledge management on achieving customer satisfaction from the point of view of the study sample members. In light of the results, the study presented a number of recommendations, the most prominent of which are: that online stores adopt a knowledge management system, in order to benefit from their operations and practices in achieving customer satisfaction.