Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model

YesMobile banking is one of the most promising technologies that has emerged in recent years and could prove to have considerable value to both banks and customers. Thus, this study recognises the need to test the main factors that could predict the use of mobile banking as well as how using such a system could contribute to both customer satisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and the D&M IS Success Model). A questionnaire survey was conducted to collect the required data from convenience sampling of Saudi bank customers. The main factors – performance expectancy, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality – were found to have a significant impact on actual use behaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order to re-collect the findings. Further, this study adopted convenience sampling of Saudi M-Banking users. This may adversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in Saudi Arabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of M-Banking from the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data in order to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudi population

Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

YesPurpose – This study aims to examine the impact of mobile interactivity dimensions (active control, personalization, ubiquitous connectivity, connectedness, responsiveness, and synchronicity) on customer engagement. Design/methodology/approach – A quantitative field survey study was conducted to collect the required data from actual users of mobile shopping in three countries: Jordan, the United Kingdom (UK) and Saudi Arabia. Findings – The results are based on structural equation modelling and support the impact of five dimensions of mobile interactivity: active control, personalization, ubiquitous connectivity, responsiveness, and synchronicity. Research limitations/implications – This study only considered the shopping activities conducted by mobile channels, while other channels (e.g. online channels, traditional channels, and social media shopping channels) are not considered. Furthermore, the current model does not consider the impact of personal factors (e.g. technology readiness, self-efficacy, user experience). The results of the current study present a foundation that can guide marketers and practitioners in the area of mobile shopping. Originality/value – This study enriches the current understanding of the impact of mobile interactivity on mobile shopping, as well as how mobile interactivity can enhance the level of customer engagement

Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust

YesMobile internet represents a breakthrough technology that has derived much attention from mobile organizations and services providers in the Kingdom of Saudi Arabia (KSA).1 However, the level of acceptance of mobile internet in the KSA is still below the level of ambition. This is in addition to the fact that there is a considerable need to discover the main factors shaping Saudi customers' intention and adoption of such a mobile system. For this reason, this study is conducted in the hope of providing further understanding about the adoption of mobile internet in the KSA. The extension version of Technology Acceptance Model TAM2 with perceived enjoyment was adopted as a theoretical foundation of the current study model. This was expanded by considering two additional factors: innovativeness and trust. The main empirical data collected through questionnaires was analysed using structural equation modelling (SEM).3 Perceived usefulness, perceived enjoyment, trust, and innovativeness are statistically supported to have a significant impact on the Saudi customer intention to adopt mobile internet. Further discussion regarding the main contribution as well as research limitations and future directions are presented at the end of this paper

Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media

YesThe current research is concerned with identifying and testing the role of three main predictors: consumer involvement, consumer participation, and self-expressive brand on the customer brand engagement (CBE). The customer brand engagement is treated in the current study as multidimensional constructs comprising three main aspects: cognitive processing (CP), affection (AF), and activation (AC). It was also proposed a direct influence for these three aspects of CBE on consumer-based brand equity (CBBE). Using online surveys, we gathered data from fans/followers of mobile phone service providers, via Facebook fan pages in Jordan. The data were analysed using structural equation modelling. Based on structural equation modelling analyses (SEM), it was supported that CBE aspects were largely predicted by the role of consumer involvement (INV), consumer participation (COP), and self-expressive brand (SEB). However, we find that activation impact one dimension of the CBBE dimensions, namely, brand loyalty. Further, we find that brand awareness/associations affect perceived quality but not brand loyalty. To validate the CBE scale, future studies could investigate the impact of the scale using other social media platforms for different brands. The limited amount of empirical research on CBE was the motivation behind this research. In particular, there is no study that has investigated the main predictors of CBE and its consequences over developing context by proposing and testing the association between the antecedents of CBE with the dimensions of CBE, which in turn affect the dimensions of CBBE

An integrated model for m-banking adoption in Saudi Arabia

YesPurpose The purpose of this paper is to identify and examine the most important factors that could predict the Saudi customer’s continued intention towards adoption of mobile banking. Design/methodology/approach The proposed conceptual model was based on the technology acceptance model (TAM) and task-technology fit (TTF) model. This is also expanded by considering two additional factors: perceived privacy and perceived security. By using a self-administered questionnaire, the data were collected from a convenience sample of Saudi banking customers from different parts of Saudi Arabia. Findings The main results based on structural equation modelling analyses supported the impact of perceived privacy, perceived security, perceived usefulness and TTF on the customers’ continued intention to use mobile banking. Research limitations/implications The moderation influence of the demographic factors (i.e. age, gender, income level, educational level) was not tested. The data were also collected using a self-report questionnaire; however, it would be more accurate to utilise more statistics from the bank database about the users of m-banking. Originality/value This study represents a worthy attempt to test such novel technology (m-banking) in the KSA where there is a scarcity of literature. A considerable theoretical contribution was also made by integrating the TTF model with the TAM in addition to consider privacy and security in one single model. Moreover, considering both perceived privacy and security in the current model creates an accurate picture about the adoption of m-banking especially as there are a limited number of m-banking studies that have considered privacy and security alongside the TTF model and TAM in the same model

Smart monitoring and controlling of government policies using social media and cloud computing

YesThe governments, nowadays, throughout the world are increasingly becoming dependent on public opinion regarding the framing and implementation of certain policies for the welfare of the general public. The role of social media is vital to this emerging trend. Traditionally, lack of public participation in various policy making decision used to be a major cause of concern particularly when formulating and evaluating such policies. However, the exponential rise in usage of social media platforms by general public has given the government a wider insight to overcome this long pending dilemma. Cloud-based e-governance is currently being realized due to IT infrastructure availability along with mindset changes of government advisors towards realizing the various policies in a best possible manner. This paper presents a pragmatic approach that combines the capabilities of both cloud computing and social media analytics towards efficient monitoring and controlling of governmental policies through public involvement. The proposed system has provided us some encouraging results, when tested for Goods and Services Tax (GST) implementation by Indian government and established that it can be successfully implemented for efficient policy making and implementation

Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

YesOrganizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections

Metaverse marketing: how the metaverse will shape the future of consumer research and practice

The initial hype and fanfare from the Meta Platforms view of how the metaverse could be brought to life has evolved into an ongoing discussion of not only the metaverse's impact on users and organizations but also the societal and cultural implications of widespread usage. The potential of consumer interaction with brands within the metaverse has engendered significant debate within the marketing-focused discourse on the key challenges and transformative opportunities for marketers. Drawing on insights from expert contributors, this study examines the marketing implications of the hypothetical widespread adoption of the metaverse. We identify new research directions and propose a new framework offering valuable contributions for academia, practice, and policy makers. Our future research agenda culminates in a checklist for researchers which clarifies how the metaverse can be beneficial to digital marketing and advertising, branding, services, value creation, and consumer wellbeing

Metaverse marketing: how the metaverse will shape the future of consumer research and practice

The initial hype and fanfare from the Meta Platforms view of how the metaverse could be brought to life has evolved into an ongoing discussion of not only the metaverse's impact on users and organizations but also the societal and cultural implications of widespread usage. The potential of consumer interaction with brands within the metaverse has engendered significant debate within the marketing-focused discourse on the key challenges and transformative opportunities for marketers. Drawing on insights from expert contributors, this study examines the marketing implications of the hypothetical widespread adoption of the metaverse. We identify new research directions and propose a new framework offering valuable contributions for academia, practice, and policy makers. Our future research agenda culminates in a checklist for researchers which clarifies how the metaverse can be beneficial to digital marketing and advertising, branding, services, value creation, and consumer wellbeing

An Evaluation of the COVID-19 Pandemic and Perceived Social Distancing Policies in Relation to Planning, Selecting, and Preparing Healthy Meals: An Observational Study in 38 Countries Worldwide

Objectives: To examine changes in planning, selecting, and preparing healthy foods in relation to personal factors (time, money, stress) and social distancing policies during the COVID-19 crisis. Methods: Using cross-sectional online surveys collected in 38 countries worldwide in April-June 2020 (N = 37,207, Mage 36.7 SD 14.8, 77% women), we compared changes in food literacy behaviors to changes in personal factors and social distancing policies, using hierarchical multiple regression analyses controlling for sociodemographic variables. Results: Increases in planning (4.7 SD 1.3, 4.9 SD 1.3), selecting (3.6 SD 1.7, 3.7 SD 1.7), and preparing (4.6 SD 1.2, 4.7 SD 1.3) healthy foods were found for women and men, and positively related to perceived time availability and stay-at-home policies. Psychological distress was a barrier for women, and an enabler for men. Financial stress was a barrier and enabler depending on various sociodemographic variables (all p < 0.01). Conclusion: Stay-at-home policies and feelings of having more time during COVID-19 seem to have improved food literacy. Stress and other social distancing policies relate to food literacy in more complex ways, highlighting the necessity of a health equity lens. Copyright 2021 De Backer, Teunissen, Cuykx, Decorte, Pabian, Gerritsen, Matthys, Al Sabbah, Van Royen and the Corona Cooking Survey Study Group.This research was funded by the Research Foundation Flanders (G047518N) and Flanders Innovation and Entrepreneurship (HBC.2018.0397). These funding sources had no role in the design of the study, the analysis and interpretation of the data or the writing of, nor the decision to publish the manuscript.Scopu