Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach

Khan, Mohammed Arshad; Alhumoudi, Hamad A.

doi:10.3390/su14127224

Cited by 25 publications

(18 citation statements)

References 54 publications

(55 reference statements)

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“…Further, SAT was shown to have the greatest impact on CUI, with a path coefficient of 0.540 and significance at the 0.001 level. HB is a powerful predictor of future behavior; this was in line with previous research that found a link between the use of technology and greater academic achievement (Arshad Khan & Alhumoudi, 2022;Hwang et al, 2022).…”

Section: Structural Modelsupporting

confidence: 89%

“…When students perceive m-learning systems as effective, user-friendly, and equipped with high-quality communication tools, they are more likely to feel satisfied with their learning experiences. This satisfaction, in turn, reinforces their intention to continue using the technology (Arshad Khan & Alhumoudi, 2022;Hwang et al, 2022). By integrating this mediating role into the research framework, this study aims to shed light on the intricate dynamics between students' perceptions, satisfaction, and their determination to persist in utilizing m-learning solutions within the unique context of Iraqi universities facing an unstable environment.…”

Section: Mediating Role Of Satisfactionmentioning

confidence: 98%

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Continued Usage Intention of Mobile Learning (M-Learning) in Iraqi Universities Under an Unstable Environment: Integrating the ECM and UTAUT2 Models

Ghazi Hameed Al-Rikabi,

Bin Sumari,

A. Younis

2024

IJIKM

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Aim/Purpose: This study examines the adoption and continued use of m-learning in Iraqi universities amidst an unstable environment by extending the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) and Expectation-Confirmation Model (ECM) models. The primary goal is to address the specific challenges and opportunities in Iraq’s higher education institutions (HEIs) due to geopolitical instability and understand their impact on student acceptance, satisfaction, and continued m-learning usage. Background: The research builds on the growing importance of m-learning, especially in HEIs, and recognizes the unique challenges faced by institutions in Iraq, given the region’s instability. It identifies gaps in existing models and proposes extensions, introducing the variable “civil conflicts” to account for the volatile context. The study aims to contribute to a deeper understanding of m-learning acceptance in conflict-affected regions and provide insights for improving m-learning initiatives in Iraqi HEIs. Methodology: To achieve its objectives, this research employed a quantitative survey to collect data from 399 students in five Iraqi universities. PLS-SEM is used for the analysis of quantitative data, testing the extended UTAUT2 and ECM models. Contribution: The study’s findings are expected to contribute to the development of a nuanced understanding of m-learning adoption and continued usage in conflict-affected regions, particularly in the Iraqi HEI context. Findings: The study’s findings may inform strategies to enhance the effectiveness of m-learning initiatives in Iraqi HEIs and offer insights into how education can be supported in regions characterized by instability. Recommendations for Practitioners: Educators and policymakers can benefit from the research by making informed decisions to support education continuity and quality, particularly in conflict-affected areas. Recommendation for Researchers: Researchers can build upon this study by further exploring the adoption and usage of m-learning in unstable environments and evaluating the effectiveness of the proposed model extensions. Impact on Society: The research has the potential to positively impact society by improving access to quality education in regions affected by conflict and instability. Future Research: Future research can expand upon this study by examining the extended model’s applicability in different conflict-affected regions and assessing the long-term impact of m-learning initiatives on students’ educational outcomes.

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Section: Structural Modelsupporting

confidence: 89%

Section: Mediating Role Of Satisfactionmentioning

confidence: 98%

Continued Usage Intention of Mobile Learning (M-Learning) in Iraqi Universities Under an Unstable Environment: Integrating the ECM and UTAUT2 Models

Ghazi Hameed Al-Rikabi,

Bin Sumari,

A. Younis

2024

IJIKM

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“…While there are instances where authors treated service quality as a unidimensional construct [59], it is more commonly measured multidimensionally [56,58,60]. As shown in Table 1, the most frequently reported measures include privacy and security, efficiency, responsiveness, assurance (trust), ease of use, and others [48].…”

Section: Literature Reviewmentioning

confidence: 99%

The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS

Malc,

Dlačić,

Pisnik

et al. 2023

Sustainability

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Perceived service quality is a well-researched concept in the marketing literature. Several measurement scales have been proposed, including for banking services, but most apply to the physical service environment. On the other hand, there is a lack of instruments available to measure the quality of banking services in a digital environment. Nowadays, especially pushed by the COVID-19 situation and sustainable development goals promoted by the United Nations, digitalization of services is a new normal. It is often perceived as a green banking practice and a prerequisite to contribute to the SDGs and environment per se. The purpose of this paper is to develop and validate a perceived quality scale of e-banking services. The proposed measurement model was tested on a convenience sample of 335 respondents from Slovenia and Croatia via web-based questionnaires. Content validity, construct validity, dimensionality, and discriminant validity were assessed with EFA and CFA. The results prove that the instrument is appropriate for measuring the perceived quality of e-banking services. It measures six dimensions: efficiency, availability, contact, design, security, and fulfillment. Additional group analysis shows that the scale applies to different cultural contexts. The main limitation of the research is that the instrument measures only the perceived quality of e-banking services provided through online channels. The main theoretical and managerial implications are also discussed.

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“…Vijayanand and Kumar (2021) conducted an empirical study to analyze the impact of SQ on satisfaction in e-banking services in public sector banks in India, for a simple random sample of (667) clients and concluded that the various e-banking factors (Responsiveness, Convenience, and Security) and demographic variables have a positive correlation on CS. Khan and Alhumoudi (2022) presented the structural equation model approach, using CS as a mediator to measure the performance of e-banking services for a stratified random sample. As a result, efficiency, reliability, and service quality are a direct influence on CS and retention.…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya

‎Al-Salami¹,

El-Zelawi²,

Sultan³

2023

Cihan U Erbil J H SOC SCI

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Despite the availability of some electronic banking (e-banking) services in Libya, these services are still facing difficulties in many ways, they have advantages and disadvantages, and so far, they have not been understood by some customers to get their satisfaction. This research aims to know the extent of customer satisfaction (CS) with e-banking services in Libya through ISO 9126 standards. The research population consisted of all customers of (Al-Wahda) and (Commerce & Development (C&D)) bank in Benghazi city, a random sample of 180 and 207 clients were selected respectively. Research hypotheses have been tested, and we noticed a relationship between the existence of a strong significant correlation between the quality services of e-banking according to quality standards ISO 9126 software and CS among the banks under study. The value of this research comes from the new scientific results to study the impact of the quality of e-banking services on CS in Libyan banks, and its originality lies because of the lack of this research applied to Libyan banks in general and Benghazi city in particular.

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Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach

Cited by 25 publications

References 54 publications

Continued Usage Intention of Mobile Learning (M-Learning) in Iraqi Universities Under an Unstable Environment: Integrating the ECM and UTAUT2 Models

Continued Usage Intention of Mobile Learning (M-Learning) in Iraqi Universities Under an Unstable Environment: Integrating the ECM and UTAUT2 Models

The Development of E-Banking Services Quality Measurement Instrument: MPQe-BS

Customer Satisfaction on Quality of ISO Standard 9126 Services in Electronic Banking in Libya

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