PurposeThe main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.Design/methodology/approachTo examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.FindingsIt is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.Practical implicationsThis research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.Originality/valueThe research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.
Although considerable research has been conducted on improving sustainability performance, many important questions remain. Drawing on Social Learning Theory (SLT) and Stakeholder Theory (ST), our model suggests a mechanism, Environmental Organizational Citizenship Behavior (EOCB), through which Environmental Transformational Leadership (ETL) influences Organizational Sustainability Performance (SP). In addition, employees’ Work Passion (WP) will moderate the relationship between ETL and EOCB. A total of 240 full-time employees in Saudi Arabia’s petrochemical industries submitted responses via survey questionnaires, and the proposed hypotheses were tested using hierarchical regression analysis. Results were consistent with the hypothesized conceptual scheme in that ETL indirectly impacts SP through EOCB. In the meantime, the WP of employees plays a moderating role in the relationship between ETL and EOCB as well as in the indirect effect of ETL on SP via EOCB. As a way to improve their sustainability performance, organizations must hire and nominate ETLs who can influence their employees to become aware of environmental protection and instill these values. Furthermore, employees’ passion for their work encourages them to engage in voluntary environmental behaviors. A discussion of the findings, implications, limitations, and future research avenues is included.
This paper studied how Saudi working mothers experience spousal support, and what types of support are most relevant for them. Drawing on a qualitative research design with 17 semi-structured in-depth interviews with Saudi working mothers, and a thematic analysis approach, this study explored and discussed in-depth six types of spousal support and how working mothers experience each. We find that the most relevant and welcomed type of support is professional support, especially as it relates to current and future career aspirations, followed by more practical support in the household and with childcare/parenting responsibilities. Intellectual and emotional support are appreciated, but not a must, as most women feel they should be able to deal with their own emotions without their husband’s involvement. Financial support is becoming less relevant and the least-needed type of spousal support. Overall, we find that most working mothers struggle to find a balance between their work and non-work-related life, and male partners have an essential role in helping their wives find that balance.
COVID-19 has redefined flexible working arrangements. Work from home (WFH) has emerged as a reality, and most of the organizations in Saudi Arabia also adopted WFH, allowing employees to work from home or other locations. This research explores WFH and its impact on the wellbeing and the work family reconciliation of female workers in Saudi Arabia. This is a case study based on the unstructured in-depth interview of 13 women workers employed in the public and private sector in Saudi Arabia in the last two years. The study concluded that work from home has improved the overall wellbeing of the women workers because of the flexibility and freedom this type of work arrangement is offering. The women workers had better work-life balance (WLB) despite having higher level of stress and working longer hours.
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