Customer behaviour towards internet banking: a study of the dormant users of Saudi Arabia

Technology acceptance, especially internet banking acceptance has become a vital issue in the business world today. A number of studies agree on the importance of customer adoption and full utilization of internet banking services as the key factors for banks to achieve the benefits from launching this channel (eg. Guriting & Ndubisi, 2006; Nor, 2005; Yousafzai, 2005; Mols et al., 1999). They also highlight the crucial role of the comprehensive understanding of the factors and their interactions with each other that influence customers in accepting and using internet banking services. A review of literature related to internet banking indicates that while there are numerous studies that have tried to identify the factors affecting non-adopters and/or users of internet banking there is no single study, specifically in Saudi Arabia, that sheds light on the factors affecting dormant users of internet banking. Hence, the present study provides additional insights into this issue. The study adds to the body of knowledge in the technology acceptance field by developing a comprehensive model for internet banking acceptance. The model extended the Technology Acceptance Model (TAM) to include additional components, namely task-technology fit (TTF), perceived trust and perceived risk. The subjects for this study were Saudi bank customers who are dormant users of internet banking services. One thousand copies of the questionnaire were distributed in five Saudi cities: Riyadh, Jeddah, Dammam, Abhah and Buraydah. A total of 430 completed questionnaires were received, giving a response rate of 43% of the original sample. Structural equation modelling (SEM) was the statistical technique employed in this study. The main results of this study suggest that two factors, namely perceived usefulness and service visibility directly influence Saudi customers’ intention to use internet banking. Perceived ease of use is indirectly significant on the behavioral intentions through perceived usefulness. Moreover, perceived trust, system reliability and accessibility significantly influence perceived ease of use of internet banking. The results also reveal that customer trust in internet banking can be developed by focusing on only one theoretical construct of trust, perceived bank trustworthiness of the internet banking provider. Based on the findings, implications for internet banking practice and related future research have been identified

CONFIRMATORY FACTOR ANALYSIS FOR TESTING THE VALIDITY AND RELIABILITY OF AN INTERNAL CAPABILITY AND LOGISTICS OUTSOURCING MEASUREMENT SCALE

This study aims to develop and validate a measurement scale for internal capability and logistics outsourcing. Regarding the goal of this study, data were obtained from 180 respondents who are currently performing logistics outsourcing in different fields in Sudan (oil industry, telecommunications, logistics services and manufacturing). Depending on the questioner technique, a total of 36 items and 5 subscales were generated based on the literature. The study uses a five-point Likert-style response scale (ranging from strongly agree to strongly disagree). The scale was subjected to confirmatory factor analysis (CFA) for determining the validity and reliability of the study dataset. Cronbach’s alpha reliability coefficient (α) of the scale was reported to be 0.88. Findings of the study indicate that the resulting internal capability and Logistics outsourcing measurement scale can serve as a valuable tool for measuring the Logistics outsourcing drivers, namely time-related drivers, cost-related drivers, flexibility-related drivers, and quality-related drivers

The impacts of brand experiences on customer satisfaction and electronic word of mouth

The problem addressed in this study is that the impact of the customer experience on the achievement of positive customer outcomes is still unknown in Arabic restaurants. Hence, the aim of this study is to explore the effect of brand experience, as measured through sensory, emotional, behavioural, and intellectual brand experience, on customer satisfaction and customer electronic word of mouth (eWOM) as well as the effect of customer satisfaction on eWOM. Data were collected using an electronic questionnaire consisting of 18 items distributed to a convenience sample of Facebook users. A total of 311 valid responses were collected. The participants were asked to evaluate their satisfaction and eWOM based on 6 items and their brand experience based on 12 items. Using IBM SPSS AMOS, the study revealed that three dimensions of brand experience (sensory, emotional, and behavioural) were significantly related to customer satisfaction and eWOM. Intellectual brand experience, according to the results of the current study, had no significant effect on customer satisfaction or eWOM. This conclusion is highlighted at the end of the paper along with its implications and recommendations. The contribution of this study stems from the fact that it alerts organizations to the factors influencing customer behaviour that ultimately lead to positive outcomes

Internal service quality and external service quality using two versions of SERVQUAL scale: An empirical evidence from five malls in the capital city of Saudi Arabia

Much of service quality research has been carried out on external service quality, i.e., services delivered by organizations to their own customers. The aim of this study was to investigate the influence of internal service quality (ISQ) on external service quality (ESQ), under the existence of variables such as learning organization (LO), employee job satisfaction (ES) and employee loyalty (EL). The study posited three conceptual models from which the best one was adopted based on the results of goodness of fitness indices. The sample comprised 500 employees working in five malls in the capital city of Saudi Arabia and 500 customers visited the same places during data collection process. The required data was collected using a questionnaire administered to the participated employees and customers. Out of the distributed questionnaires, 367 questionnaires were returned from employees and 384 questionnaires from customers. Returned questionnaires were analyzed using IMBSPSS.23 and AMOS.22. The results revealed a non-significant influence of LO on ISQ. From employees’ viewpoints, ISQ was regarded as a main driver of their satisfaction and but not of their loyalty. Nevertheless, the findings showed that both employee job satisfaction (EM_SAT) and employee loyalty (EM_LOY) have significant influences on ESQ as measured on the basis of customers’ perspectives. Lastly, ISQ has a significant impact on ESQ

Saudi women behavior towards the acceptance of industrial small business

The aim of this research was to canvass Saudi women’s opinions about behavioral beliefs, i.e., attitudes, subjective norms and perceived behavioral control on their behavioral intention and hence adopting the small business initiative. Following the descriptive method, adopting the planned behavior theory PBT, a questionnaire consisted of 15 items was adapted to measure the variables of the research, i.e., three predictors, which are attitudes toward the behavior, subjective norms and perceived behavioral control, one mediating variable, which is behavioral intent and one dependent variable, which is the actual behavior. The questionnaire was electronically administered. A total of 724 questionnaires was collected in 2019. The results indicated that attitudes towards the behavior, subjective norms and perceived behavioral control had significant effects on behavioral intention, which in turn affect the target behavior. Behavioral intention had shown a mediating effect on the relationship between predictors and the response variable. Consequently, decision-makers are required to conduct awareness campaigns in order to promote the involvement in small businesses in the community, raising women’s attitudes towards this type of business via success stories and full government support. Their perceived behavioral control can be enhanced through training to acquire business-related skills