Electronic service quality: An empirical investigation in Saudi Arabia
Abstract
Despite the increase of Internet users and the development of web based technology and infrastructure, electronic services in developing countries is not yet very diffused and well used compared with other developed regions. In fact, the issue related to the determinants of service quality in the e-banking context is still subject of debate, particularly in Saudi Arabia. Also, few studies examine the antecedents and consequences of electronic service quality in an integrated model. Thus, in this study we will try to respond to this gap.
Downloads
References
Al-Ghaith, W. A., Sanzogni, L., &Sandhu, K. (2010). Factors influencing the adoption and usage of online services in Saudi Arabia. The Electronic Journal of Information Systems in Developing Countries, 40.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
DeLone, W. H. & McLean, E. R. (2003), The DeLone and McLean Model of Information systems Success: A Ten-Year Update, Journal of Management Information Systems, 19(4), 9-30.
DeLone, W. H. & McLean, E. R. (2004), Measuring E-commerce Success: Applying the DeLone& McLean Information Systems Success Model, International Journal of Electronic Commerce, 9(1), 31-47.
DeLone, W. H., & McLean, E. R. (1992). Information systemssuccess: the quest for the dependent variable. Information Systems Research, 3(1), 60-95.
Elmorshidy, A. (2013). Applying The Technology Acceptance And Service Quality Models To Live Customer Support Chat For E-Commerce Websites. Journal of Applied Business Research (JABR), 29(2), 589-596.
Goh, K. H., & Kauffman, R. J. (2013). Firm Strategy and the Internet in US Commercial Banking. Journal of Management Information Systems, 30(2), 9-40.
Gupta, B., Dasgupta, S., & Gupta, A. (2008). Adoption of ICT in a government organization in a developing country: An empirical study. The Journal of Strategic Information Systems, 17(2), 140-154.
Gupta, K. K., &Bansal, I. (2012). Development of an instrument to measure internet banking service quality in India. J Arts SciComm, 3(2/2), 11-25.
Hair, J. F., Ringle, C. M., &Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. The Journal of Marketing Theory and Practice, 19(2), 139-152.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
Hanafizadeh, P., Keating, B. W., &Khedmatgozar, H. R. (2014). A systematicreview of Internet banking adoption. Telematics and Informatics, 31(3), 492-510.
Henseler, J., Ringle, C. M., &Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in international marketing, 20, 277-319.
Herington, C., &Weaven, S. (2009). E-retailing by banks: e-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9/10), 1220-1231.
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Threedecades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54(1), 122-132.
Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information systemsresearch, 13(2), 205-223.
Liao, Z., & Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: an empirical study. Information & Management, 39(4), 283-295.
Martins, C., Oliveira, T., &Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1-13.
Mishra, V., & Singh, V. (2014). Factors affecting the adoption or acceptance of internet banking services: a review and analysis of past research. International Journal of Electronic Business, 11(3), 234-255.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 41-50.
Parasuraman, A., Zeithaml, V.A., &Malhotra, A. (2005), E-S-Qual: A Multiple-Item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(3), 213-233.
Petter, S., DeLone, W., & McLean, E. (2008). Measuring information systemssuccess: models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236-263.
Pitt, L. F., Watson, R. T., &Kavan, C. B. (1995). Service quality: ameasure of information systems effectiveness. MIS quarterly, 173-187.
Riffai, M. M. M. A., Grant, K., & Edgar, D. (2012). Big TAM in Oman: Exploring the promise of on-line banking, its adoption by customers and the challenges of banking in Oman. International Journal of Information Management, 32(3), 239-250.
Ringle, Christian M., Wende, Sven, & Becker, Jan-Michael. (2015). SmartPLS 3. Bönningstedt: SmartPLS. Retrieved from http://www.smartpls.com
Safeena, R., Kammani, A., & Date, H. (2014). Assessment of Internet Banking Adoption: An Empirical Analysis. Arabian Journal for Science and Engineering, 39(2), 837-849.
Sambasivan, M., Wemyss, G. P., & Rose, R. C. (2010). User acceptance of a G2B system: A case of electronic procurement system in Malaysia. Internet Research, 20(2), 169-187.
Sohail, M. S., & Al-Jabri, I. M. (2014). Attitudes towards mobile banking: are there any differences between users and non-users?. Behaviour& Information Technology, 33(4), 335-344.
Sohail, M. S., &Shaikh, N. M. (2008). Internet banking and quality of service: perspectives from a developing nation in the Middle East. Online Information Review, 32(1), 58-72.
Straub, D. W., & Watson, R. T. (2001). Research commentary: Transformational issues in researching IS and net-enabled organizations.Information Systems Research, 12(4), 337-345.
The State of ICT Market Development in Saudi Arabia, Online, Field Work (x3) & Interviews: 2009 - 2010.
Vatanasombut, B., Igbaria, M., Stylianou, A. C., & Rodgers, W. (2008). Information systems continuance intention of web-based applications customers: The case of online banking. Information & Management, 45(7), 419-428.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: four longitudinal field studies. Management science, 46(2), 186-204.
Venkatesh, V., & Zhang, X. (2010). Unified Theory of Acceptance and Use of Technology: US Vs. China. Journal of Global Information Technology Management, 13(1).
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 425-478.
Venkatesh, V., Thong, J. Y., &Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS quarterly, 36(1), 157-178.
Wangpipatwong, S., Chutimaskul, W., &Papasratorn, B. (2009). Quality enhancing the continued use of e-government web sites: Evidence from e-citizens of Thailand. International Journal of Electronic Government Research (IJEGR), 5(1), 19-35.
Wetzels, M., Odekerken-Schroder, G., & Van Oppen, C. (2009). Using PLS pathmodeling for assessing hierarchical construct models: guidelines and empirical illustration. Management Information Systems Quarterly, 33(1), 11.
Wixom, B. H., & Todd, P. A. (2005). A theoretical integration of user satisfaction and technology acceptance. Information systemsresearch, 16(1), 85-102.
Wolfinbarger, M., &Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
Xu, J. D., Benbasat, I., &Cenfetelli, R. T. (2013). Integrating service quality with system and information quality: An empirical test in the e-service context. Management Information Systems Quarterly, 37(3), 777-794.
Yadav, M. S., &Pavlou, P. A. (2014). Marketing in Computer-Mediated Environments: Research Synthesis and New Directions. Journal of Marketing, 78(1), 20-40.
Copyright (c) 2015 Journal of Information Sciences and Computing Technologies
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
TRANSFER OF COPYRIGHT
JISCT is pleased to undertake the publication of your contribution to Journal of Information Sciences and Computing Technologies
The copyright to this article is transferred to JISCT(including without limitation, the right to publish the work in whole or in part in any and all forms of media, now or hereafter known) effective if and when the article is accepted for publication thus granting JISCT all rights for the work so that both parties may be protected from the consequences of unauthorized use.
