Increasing Customer Trust Towards Mobile Commerce in a Multicultural Society: A Case of Qatar

Al-Khalaf, Eiman; Choe, Pilsung

doi:10.1080/15332861.2019.1695179

Cited by 31 publications

(24 citation statements)

References 92 publications

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“…Customers feel comfortable using ATMs to withdraw cash, e-money, and internet banking frequently, which minimizes the customer's visit to the bank branch. studied customer satisfaction in the Islamic banking sector in Jordan doing a confirmatory factor analysis on data obtained and found a significant (Sharif & Raza, 2017;Hossain & Leo, 2009;and Al-Khalaf & Choe, 2020) also found significant results. Hence, past studies and the statistical results of this research endeavor support the premise that e-service quality has a strong link to customer satisfaction and customer purchase intention.…”

Section: Discussionmentioning

confidence: 96%

“…Online banking and mobile banking are two platforms through which banks can provide better-access services to customers. Specifically, the customer using online banking is through the computer associated with the internet, whereas the customer using mobile banking is through the wireless gadget (Al-Khalaf & Choe, 2020). Khraim et al (2011) clarified that the use of mobile banking by wireless shows the difference between online banking and mobile banking settings, while customers consider portability to be the most critical feature of the mobile banking industry.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to Al-Khalaf and Choe (2020), Qatar is one of the advanced states with access to E-banking facilities with robust e-commerce ecosystems. A total of 75% population of Qatar was using smartphones and positioned on the top in the Gulf region in access to (Metodieva, 2012) with an increasing shift toward online services (Al-Khalaf & Choe, 2020).…”

Section: Introductionmentioning

confidence: 99%

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The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

2020

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This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

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Section: Discussionmentioning

confidence: 96%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

2020

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“…From the consumer’s point of view, trust in the provider in this context has been referred to by Moorman et al [ 101 ] as “willingness to rely on an exchange partner in whom one has confidence”. Since trust (and the act of trust based on it) is preceded by the expectation of the trustworthiness of an (online) provider, this particular aspect plays a central role in explaining and shaping the phenomenon of trust, which is why it requires further consideration [ 75 , 77 , 102 , 103 , 104 , 105 , 106 , 107 , 108 ].…”

Section: Theoretical Framework and Hypothesis Developmentmentioning

confidence: 99%

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Akram

Fülöp

Tiron-Tudor

et al. 2021

IJERPH

104

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Order increases, supply chain disruptions, changing customer behavior, store closures, and more that have been caused by the coronavirus epidemic (COVID-19) will undoubtedly affect the online commerce forms of business. The coronavirus pandemic has a significant impact on digitalization and customer experience and well-being in mobile commerce. Since the beginning of the coronavirus pandemic, online sales and the number of online shoppers using wireless internet-enabled devices have increased tremendously. The article develops, an experimental study that captures COVID-19 and digital commerce’s impact in terms of customers’ experience and well-being during the pandemic period. The study explores the synergy between technology evolution and the effects of the COVID-19 pandemic on customers’ behavior based on survey data collection and the technology acceptance model (TAM). The results reveal that, for millennials, digital commerce seems to be the typical way of shopping and paying in the pandemic period since the oldest generations adopted in a smaller proportion the use of mobile devices for shopping and payments. Besides, retailers are confronted with great challenges raised by millennials’ expectations. The result confirms four of the six hypotheses based on the technology acceptance model (TAM). As a result, it shows that the easiness of use, trust, mobility, and customer involvement influences the behavioral intention of the customer to use mobile commerce, and that usefulness and customization does not influence the behavioral intention.

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“…According to Christine (2018), access to consumers' individual information offers a better chance to accomplish their demands. The results explain that users are fonder of the idea of tailored search results as it satisfies their requirements (Al-Khalaf & Choe, 2020). In this situation, the overview of customized promotion can be more operational.…”

Section: Customization and Perceived Usefulnessmentioning

confidence: 97%

Data-Privacy Concerns and Its Influence on Consumer Purchasing Intention in Bangladesh and India

Shaily¹

2021

IJMS

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The research studies the factors of customers’ awareness of their online behavior. This paper aims to highlight the gaps in customer awareness and views regarding data privacy, marketing research, and factors that impact the purchasing intentions in developing nations like India and Bangladesh. Previously it can be seen that there has been much research done in this area, but mostly those were for developed nations. However, in developing nations, like Bangladesh and India, which are outstanding and growing markets for online marketers, the concept of data privacy is not observed meticulously. Descriptive, relational, and quantitative research methodologies were applied for the study. Inferential statistics via SPSS were used to accomplish the purpose of the research. The target population was infinite, and the sampling frame was focused on Bangladesh and India’s internet users. 440 respondents were approached, and the received response rate was close to 81%, 354 responses. Unlike this study, commonly explorative and qualitative research methodologies were considered for similar research before. The research outcomes demonstrate that consumers in Bangladesh and India are mindful of data privacy, and the result of this research supports the current literature. The outcomes showed a significant positive relationship between the consumers’ view of how online platforms of companies handle their data with their buying intentions. Nevertheless, in these recommended relationships from the framework, customer commitment’s moderating influence plays a significant role in forming buying intention. The research is particularly important for marketing professionals to understand customers’ expectations from the companies regarding customize marketing. This research envisioned to cause some influence the literature and executive implications with development of a new research framework, adjusting new variables, and hypotheses, which were solely based on keeping in mind, the customers of Bangladesh and India.

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Increasing Customer Trust Towards Mobile Commerce in a Multicultural Society: A Case of Qatar

Cited by 31 publications

References 92 publications

The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Data-Privacy Concerns and Its Influence on Consumer Purchasing Intention in Bangladesh and India

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