The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

Zalloum, Lama; Alghadeer, H.; Nusairat, Nawras M.

doi:10.5539/ibr.v12n9p62

Cited by 15 publications

(7 citation statements)

References 41 publications

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“…This result is supported by previous research(Giantari et al 2021;Mahadin and Akroush 2019).H6: Perceived Trust effect on Word of Mouth Perceived Trust has positive effect on Word of mouth with estimate LISREL value 0.24 and t-value > t-table (2.78 > 1.96) meaning that the cruise passengers who has trust the cruise operators will create word of mouth. This result is supported by previous research(Radiah et al 2021;Zalloum et al 2019). H7: Perceived Service Quality effect on Word of Mouth Perceived Service Quality has positive effect on Word of mouth with estimate LISREL value 0.35 and t-value > ttable (3.94 > 1.96) meaning that the cruise passengers who experienced good service quality then will create word of mouth.…”

supporting

confidence: 84%

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Proceedings of the International Conference on Industrial Engineering and Operations Management

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The COVID-19 pandemic that has hit the world has had an impact on almost all sectors. All countries are trying to implement health protocols by shutting the border, seaports, and airports in order to reduce the transmission rate of the virus in their country. One of the industries that have had an impact is the cruise ship industry where on early February 2020 when the virus began to spread, the first transmission occurred abroad on the Diamond Princess cruise ship. Since then, the cruise ship has been suspended globally. After almost a year of trying to discuss with the authorities and epidemiologists, a health protocol panel was put in place in order to resume operation during the pandemic. This study aims to analyze the effect of perceived value, perceived trust, and perceived service quality on behavioral intention and mediated by word-of-mouth for Indonesian cruise passengers. Data was collected using a questionnaire method via a google form. The respondents in the research are Indonesian tourists who have traveled by cruise ship at least once before the pandemic. The total sample of the study was 253 respondents. The data collected were analyzed and tested for hypotheses using SPSS and SEM LISREL. The results of the research with direct effect show that perceived value, perceived trust, and perceived service quality have positive and significant relationships between word-of-mouth and behavioral intention. For indirect effect show that word-of-mouth has a mediating relationship between perceived value, perceived trust, and perceived service quality on behavioral intention. The results of this research are beneficial for cruise ship operators, travel agents, academicians, and related parties in forming behavioral intentions to travel on cruise ships.

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supporting

confidence: 84%

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Proceedings of the International Conference on Industrial Engineering and Operations Management

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“…E-banking was one of the first applications of mobile commerce in the business world. Banks have developed their mobile applications to satisfy their picky clientele and provide effective, dependable, and prompt services (Zalloum et al, 2019). But banks have found that they must update it often and stay abreast of any new e-services (Abu Shanab & Abu Shanab, 2022;Hammouri et al, 2021).…”

Section: Respondentmentioning

confidence: 99%

Exploring Project Managers&#8217; Influence on Client Satisfaction: The UBA Nigeria Perspective

David,

Abbey,

Ibeh

2024

OJBM

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Background: The Nigerian banking sector is currently grappling with a multitude of obstacles that are having a detrimental impact on consumer satisfaction and trust in the ability of financial institutions to carry out their obligations. However, research has been scarce on how project managers can contribute to enhancing the situation. Hence, this study centres on the responsibilities of project managers in augmenting customer contentment in Nigerian banks, specifically emphasizing UBA Nigeria. Methods: The main data were gathered via interviews with five project managers purposively sampled from UBA, and the responses were qualitatively analyzed using the content analysis framework. Results: The study findings demonstrate that UBA places a strong emphasis on customer satisfaction, and project managers extensively utilize soft skills to enhance customer satisfaction. Nevertheless, project managers do not have a predetermined budget to execute projects aimed at improving customer satisfaction. The UBA employs digital and technological tools to enhance customer satisfaction levels. Conclusion: The study concludes that banks should actively promote the cultivation of interpersonal skills among project managers to foster customer relationships, even in the face of advancing digital technology.

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“…This pervasiveness of mobile services prompted studies to explore mobility's impact on mobile service adoption as one of the main determinants (Zarmpou et al, 2012;Zalloum et al, 2019). Mobile services are independent of the user's physical location, the type of transaction, and the availability of ATMs.…”

Section: Mobilitymentioning

confidence: 99%

The Impact of Self-Efficacy, Mobility, and Benefits Awareness on adoption of mobile banking applications in Jordan

2022

Central European Management Journal

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In addition to the pressure brought on by the rapid development of computer technology, the world faces a pandemic caused by covid-19. Digital applications and technologies, such as mobile banking applications, will help Jordan grow its usage of technology. In Jordan, mobile banking application adoption, digital laws and regulations, and implementations are still in their infancy. The fundamental objective of this study is to build a theoretical framework to analyze in depth the primary factors that may influence the adoption of mobile banking applications in Jordan. Self-Efficacy, Mobility, and Benefits Awareness were extracted from prior literatures that focused on identifying the impact of these variables on boosting perceived usefulness and intention to utilize mobile banking services. At the conclusion of the paper, the suggested research model is illustrated for future testing.

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The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

Cited by 15 publications

References 41 publications

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Exploring Project Managers&#8217; Influence on Client Satisfaction: The UBA Nigeria Perspective

The Impact of Self-Efficacy, Mobility, and Benefits Awareness on adoption of mobile banking applications in Jordan

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The Effect of Using Mobile Banking Services Applications on Electronic Word of Mouth: The Mediating Role of Perceived Trust

Cited by 15 publications

References 41 publications

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Antecedents of Behavioral Intention Indonesian Cruise Passengers to Travel on Cruise Ship

Exploring Project Managers&amp;#8217; Influence on Client Satisfaction: The UBA Nigeria Perspective

The Impact of Self-Efficacy, Mobility, and Benefits Awareness on adoption of mobile banking applications in Jordan

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Exploring Project Managers’ Influence on Client Satisfaction: The UBA Nigeria Perspective