Deema Qadri.pdf - An-Najah Scholars - An-Najah National University

238 Pages·2013·1.44 MB·English

An-Najah National University
Faculty of Graduate Studies

Strategic Framework for a Successful
E-commerce in Palestine

By
Deema Walid Ghaleb Qadri

Supervisor
Prof. Sameer Abu Eisheh

This Thesis is Submitted in Partial Fulfillment of the Requirements for
the Degree of Master in Engineering Management, Faculty of
Graduate Studies, An-Najah National University, Nablus, Palestine.
2013

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Dedication
I dedicate this thesis to my beloved family; without their
care, support, and encouragement, this thesis would have
never been completed.
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Acknowledgment
“No one who achieves success does so without acknowledging the
help of others.”
Alfred North whitehead
I cannot find the words to express my special gratitude to all the
people who have generously supported me throughout the stages of writing
this thesis.
I am very thankful to my supervisor, Professor Sameer Abu Eisheh,
for his valuable input, support, guidance, motivation, encouragement, and
patience to get this work completed, and special thanks for the defense
committee members, Dr. Sabri Saidam, and Dr. Omar Abd Al-Raziq for
their support.
I am very grateful to my beloved husband, Ammar, for always being
there for me and for his continuous encouragement, support, and
unwavering faith in me at all times.
I would like also to express my special gratitude to my dear parents
for their endless love, for giving me wisdom, encouragement, and for their
prayers to complete this work successfully.
I am very grateful to my lovely precious kids Nada, Kareem and
Nadine, the little one who was born while doing my thesis, for their
unconditional love, and support at all times. Finally, I would like to thank
my sister, brothers, and in-laws for their understanding and
encouragement during my work.
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ﺭﺍﺭﻗﻹﺍ
:ﻥﺍﻭﻨﻌﻝﺍ لﻤﺤﺘ ﻲﺘﻝﺍ ﺔﻝﺎﺴﺭﻝﺍ ﻡﺩﻘﻤ ﻩﺎﻨﺩﺃ ﺔﻌﻗﻭﻤﻝﺍ ﺎﻨﺃ
Strategic Framework for a Successful
e-commerce in Palestine
ﻥﻴﻁﺴﻠﻓ ﻲﻓ ﺔﺤﺠﺎﻨ ﺔﻴﻨﻭﺭﺘﻜﻝﺇ ﺓﺭﺎﺠﺘﻝ ﻲﺠﻴﺘﺍﺭﺘﺴﻹﺍ ﺭﺎﻁﻹﺍ
ﺕﻤﺘ ﺎﻤ ﺀﺎﻨﺜﺘﺴﺎﺒ ،ﺹﺎﺨﻝﺍ ﻱﺩﻬﺠ ﺝﺎﺘﻨ ﻲﻫ ﺎﻤﻨﺇ ﺔﻝﺎﺴﺭﻝﺍ ﻩﺫﻫ ﻪﻴﻠﻋ ﺕﻠﻤﺘﺸﺍ ﺎﻤ ﻥﺄﺒ ﺭﻗﺃ
ﺏﻘﻝ ﻭﺃ ﺔﺠﺭﺩ لﻴﻨﻝ لﺒﻗ ﻥﻤ ﻡﺩﻘﻴ ﻡﻝ ﺎﻬﻨﻤ ﺀﺯﺠ ﻱﺃ ﻭﺃ ،لﻜﻜ ﺔﻝﺎﺴﺭﻝﺍ ﻩﺫﻫ ﻥﺇﻭ ،ﺩﺭﻭ ﺎﻤﺜﻴﺤ ﻪﻴﻝﺇ ﺓﺭﺎﺸﻹﺍ
.ﻯﺭﺨﺃ ﺔﻴﺜﺤﺒ ﻭﺃ ﺔﻴﻤﻴﻠﻌﺘ ﺔﺴﺴﺅﻤ ﺔﻴﺃ ﻯﺩﻝ ﻲﺜﺤﺒ ﻭﺃ ﻲﻤﻠﻋ
DECLARATION
The work provided in this thesis, unless otherwise referenced, is the
researcher’s own work, and has not been submitted elsewhere for any other
degree or qualification.

Name Student's: :ﺔﺒﻝﺎﻁﻝﺍ ﻡﺴﺍ

Signature: :ﻊﻴﻗﻭﺘﻝﺍ

Date: :ﺦﻴﺭﺎﺘﻝﺍ
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List of Abbreviations/Acronyms
2G Second Generation
3G Third Generation
ACH Automated Clearance House
ADNI Arab Developer Network Initiative
ADSL Asymmetric Digital Subscriber Line
ASREN Arab States Research and Education Network
ATM Automated Teller Machine
B2B Business to Business
B2C Business to Customer
BOP Bank Of Palestine
BSA Bit Stream Access
C2B Customer to Business
C2C Customer to Customer
COD Cash On Delivery
DIC Dubai Internet City
DSL Digital Subscriber Line
EDGE Enhanced Data Rates for GSM Evolution
EDI Electronic Data Interchange
EDPI Enterprise Development Initiative Program
EFT Electronic Fund Transfer
ESA Economic and Statistics Administration
ESCWA Economic Social Commission for Western Asia
FCC Federal Communications Commission
GCC Gulf Cooperation Council
GDP Gross Domestic Product
GNI Gross National Income
GNP Gross National Product
GSM Global System for Mobile Communications
ICDL International Computer Driving License
ICT Information and Communications Technology
IMRG Interactive Media in Retail Group
IPO Initial Public Offering
ISEF Scientific and Engineering Fair
ISIC International Standard Industrial Certification
ISP Internet Service Providers
IT Information Technology
ITU International Telecommunication Union
JTC Joint Technical Committee
KSA Kingdom of Saudi Arabia
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MCIT Ministry of Communications and Information Technology
MEHE Ministry of Education and Higher Education
MENA Middle East and North Africa
MENASA Middle East and North Africa and South Asia
MMORPG Massively Multiplayer Online Role-Playing Games
MNE Ministry of Economy
MOE Ministry Of Education
MOHE Ministry Of Higher Education
MOICT Ministry Of Information and Communication Technology
NGO Non Governmental Organization
NIS National ICT Strategy
NRI Network Readiness Index
National Telecommunications and Information
NTIA
Administration
OECD Organization for Economic Cooperation and Development
PalTel Palestinian Telecommunications Company
PBC Palestine Banking Cooperation
PC Personal Computer
PCBS Palestinian Central Bureau of Statistics
PEI Palestinian Education Initiative
PEX Palestine Exchange
Palestinian Information and Communication Technology
PICTI
Incubator
PIPA Palestinian Investment Promotion Agency
PITA Palestinian Information and Technology Association
PMA Palestinian Monetary Authority
PNDP Palestinian National Development Plan
PNINA Palestinian National Internet Naming Authority
POS Point Of Sales
PRDP Palestinian Reform and Development Plan
PSI Palestinian Standards Institute
PTRA Palestinian Telecommunications Regulatory Authority
SAMA Saudi Arabian Monetary Agency
SHDSL Single High Digital Speed Line
SME Small and Medium Enterprises
SWOT Strengths, Weaknesses, Opportunities, and Threats
TRA Telecommunications Regulatory Authority
TRC Telecommunications Regulatory Commission
UAE United Arab Emirates
United Nation Development Program | Program of
UNDP|PAPP
Assistance to the Palestinian People
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UPU Universal Postal Union
USA The United States of America
USPS United States Postal Services
USTDA U.S Trade Development Agency
VOIP Voice Over IP
WEF World Economic Forum
WTO World Trade Organization
WWW World Wide Web
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List of Definitions
• Second Generation (2G): it is digital wireless technology for cell
phones. It started with data transmission of SMS text messages. It is
characterized by slow speed data transmissions (Garg, 2002).
• Third Generation (3G): it is a cell phone technology which is
characterized by fast speed data transmissions. It is used in multimedia
phones such as smart phones (Garg, 2002).
• Asymmetric DSL (ADSL): it is type of DSL technology, allocating
more bandwidth for downloading than uploading files. Its maximum
speed for downloading is 8-10 Kbps, and its maximum speed for
uploading is 1Mbps (ITU, 2012).
• Automated Teller Machine (ATM): it is a computerized device which
enables a bank's client to perform financial transfer, such as cash
withdrawal, and access his bank account to check his balance (Erne and
Nelson, 2013).
• Bit Stream Access (BSA): it is an open access for internet, allowing
third parties to use the existing internet infrastructure, retailing
broadband services for ISPs (ITU, 2012).
• Digital Subscriber Line (DSL): it provides internet access, using the
fixed line infrastructure to include data transmission (ITU, 2012).
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• Enhanced Data Rate for GSM Evolution (EDGE): The result of 2G
enhancement, EDGE increases capacity, and performance. The highest
speed for EDGE is 1 Mbps, and the typical speed reaches 400Kbps
(Garg, 2002).
• Global System for Mobile (GSM): it is a global standard for digital
cellular network (Garg, 2002).
• Internet Broadband: it is a new technology to access internet, using
fixed line technology, offering faster speed for downloading and
uploading files through internet. The speed starts from 256Kbps (ITU,
2012).
• Payment Gateway: it is software solution which authorizes credit
cards or other forms of e-payment, transmits client's data through
secured link between the merchant account, and the payment processor.
It plays the role of a middle man between the client and the merchant
(Erne and Nelson, 2013).
• Point Of Sales (POS): it is the place where a retail transaction is
completed; the customers pay the merchants through POS machine in
exchange for goods or services (Erne and Nelson, 2013).
• Single Pair High Speed DSL (SHDSL): it is like DSL technology but
with one exception. It uses a copper pair for sending and receiving data
through two separate bandwidths to increase the internet speed, the
same speed for downloading and uploading: 2.3 Mbps (ITU, 2012).