How to cite this paper
Alwehabie, A. (2020). The effect of the quality of electronic banking services on improving the level of communication and building trust with customers: case of the MENA countries.Accounting, 6(6), 1151-1160.
Refrences
Adapa, S., & Roy, S.K., (2017). Consumers' post-adoption behaviour towards Internet banking: Empirical evidence from Australia. Behaviour & Information Technology, 36(9), 970-983.
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Alalwan, A. A., Dwivedi, Y., Rana., (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110.
Alnaser, F., Ghani, M., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4(2), 63-72.
Alt, R., (2018). Electronic Markets and current general research. Electronic Markets, 28(2), 123–128. https://doi.org/10.1007/ s12525-018-0299-0.
Alt, R., & Puschmann, T. (2012). The rise of customer-oriented banking - electronic markets are paving the way for change in the financial industry. Electronic Markets, 22(4), 203–215. https://doi.org/10. 1007/s12525-012-0106-2.
Amato-McCoy, D., (2005). Creating virtual value. Bank Systems and Technology, 1(22).
Anderson, R.E., & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-38.
Asiyanbi, H., & Ishola, A. (2018). E-Banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria. Accounting, 4(4), 153-160.
Banerjee, S. B. (2002). Corporate environmentalism: The construct and its measurement. Journal of Business Research, 55(1), 177-191.
Bei, L., & Chiao, Y., (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125-40.
Bolton, R.N., McColl-Kennedy, J.R., Cheung, L., Gallan, A., Orsingher, C., Witell, L. and Zaki, M., (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29(5), 776-808.
Casu, B., Zhao, T., & Ferrari, A. (2010). The impact of regulatory reforms on cost structure, ownership and competition in Indian banking. Journal of Banking & Finance, 34, 246–254.
Chan, S.C., & Lu, M.T. (2004). Understanding internet banking adoption and use behavior: a Hong Kong perspective. Journal of Global Information Management, 12, 21–43.
Chong, E., Kennedy, R., Riquire, C., & Rungie, C. (1997). The Difference between Satisfaction and Service Quality’, New and Evolving Paradigm: The Emerging Future of Marketing, The American Marketing Association’s 1997 Special Conference, Dublin, 12–15 June.
Cooper, R.B., & Zmud, R.W. (1990). Information technology implementation research: A technological diffusion approach. Management Science, 36, 123-139.
Cronin, J. J., Brady, M. K. & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76 (2), 193-218.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
Crosby, L., Evans, K., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54 (July), 68-81.
Darwish, A., & Lakhtaria, K. I., (2011). The impact of the new Web 2.0 technologies in communication, development, and revolutions of societies. Journal of Advances in Information Technology, 2, 204-216
De Leaniz, P.M.G., Rodriguez, D.B., & Rodriguez, I. (2016) Corporate image and reputation as drivers of customer loyalty. Corporate Reputation Review, 19, 166- 178.
Doney, P.M., & Cannon, J.P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51.
Doyle, P., & Bridgewater, S. (2012). Innovation in marketing. Routledge
Goyal, K. A., & Joshi, V., (2011). A study of social and ethical issues in banking industry. International Journal of Economics and Research, 2(5), 49-57.
Grönroos, C. (1994). From marketing mix to relationship marketing. Toward a paradigm shift in marketing. Management Decision, 32(2), 4-32.
Guo, Y., & Liang, C. (2016). Blockchain application and outlook in the banking industry. Financial Innovation, 2(1), 24.
Javalgi, R. R. G., & Moberg, C. R. (1997). Service loyalty: implications for service providers. Journal of services marketing, 11 (3), 165-79.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: The development of an instrument. Journal of Marketing Management, 20(1-2), 185-207
Jin, R., Hoi, S. C., & Yang, T. (2010, October). Online multiple kernel learning: Algorithms and mistake bounds. In International conference on algorithmic learning theory (pp. 390-404). Springer, Berlin, Heidelberg.
Joseph, M., McClure, C., & Joseph, B. (1999). Service quality in the banking sector: The impact of technology on service delivery. International Journal of Bank Marketing, 17(4),182-193.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351 – 371.
Keller, K.L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57, 1-22.
Khadem, P., & Mousavi, S. (2013). Effects of self-service technology on customer value and customer readiness: The case of banking industry. Management Science Letters, 3, 2107-2112.
Khalfan, A. M., & Alshawaf, A. (2004). Adoption and implementation problems of E-Banking: A study of the managerial perspective of the banking industry in Oman. Journal of Global Information Technology Management, 7(1), 47-64
Kim, J., Ma, Y.-J., & Park, J. (2009). Are US consumers ready to adopt mobile technology for fashion goods? An integrated theoretical approach. Journal of Fashion Marketing and Management, 13(2), 215–230.
Kotler, P., & Bernard, D. (2003). Marketing Management. Pearson Education, 11th Ed. (1977), Paris.
Kirakosyana, K., & Dănăiaţăb, D. (2014), Communication management in electronic banking. Better communication for better relationship. Procedia - Social and Behavioral Sciences, doi: 10.1016/j.sbspro.2014.02.497
Lang, B., & Colgate, M. (2003). Relationship quality, on-line banking and the information technology gap. International Journal of Bank Marketing, 21(1), 29-37.
Lustsik, O. (2004, November). Can E-Banking services be profitable? (University of Tartu Economics and Business Administration Working Paper No.30-2004). doi:10.2139/ssrn.612762
Makdadi, Y.A.A., & Al-Sukkar, A.S. (2014). Determined factors of marketing innovation and its impact on improving the quality of banking services: An empirical study in Jordanian commercial banks. Mu'tah Research and Studies, Series of Humanities and Social Sciences, 29(3).
Marjanovic, O., & Murthy, V. (2016). From product-centric to customercentric services in a financial institution – Exploring the organizational challenges of the transition process. Information Systems Frontiers, 18(3), 479–497.
Morgan, RM., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing. 58(July), 1994.
Nagaraju, S., Parthiban, L. (2015). Trusted framework for online banking in public cloud using multi-factor authentication and privacy protection gateway. Journal of Cloud Computing, 4 (22) (2015). https://doi.org/10.1186/s13677-015-0046-4
Nkem, I. S., & Akujinma, A. F. (2017). Financial innovation and efficiency on the banking sub-sector: The case of deposit money banks and selected instruments of electronic banking. Asian Journal of Economics, Business and Accounting, 2(1), 1-12
Novokreshchenova, O. A., Novokreshchenova, N. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies Journal, 19(3), 19–38.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978- 3005.
Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia. Management Science Letters, 9(11), 1763-1772.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of Retailing, 64(1), 12-37.
Ponsignon, F., Klaus, P., & Maull, R. (2015). Experience co-creation in financial services: an empirical exploration. Journal of Service Management, 26(2), 295-320.
Reichheld, F. F., & Schefter, P. (2000). ìE-Loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), 2000, pp. 105-113
Ribbink, D., van Riel Allard, C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust, and loyalty on the Internet. Managing Service Quality, 14(6), 446–56.
Shaikh, A.A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics 32(1), 129–142.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: a moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119-1142.
Shareef, M. A., Mukerji, B., Alryalat, M. A. A., Wright, A., & Dwivedi, Y. K. (2018). Advertisements on Facebook: Identifying the persuasive elements in the development of positive attitudes in consumers. Journal of Retailing and Consumer Services, 43, 258-268.
Shih, Y., & Fang, K. (2004). The use of a decomposed theory of planned behavior to study Internet banking in Taiwan. Internet Research, 14, 213-223.
Srinivasan, S.S., Anderson, R.E., & Ponnavolu, K. (2002). Customer loyalty in ecommerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-51.
Taylor, S.A., & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in formation of consumers’ purchase intentions. Journal of Retailing, 70, 163-178.
Tseng, C. H., Tansuhaj, P. S., & Rose, J. (2004). Are strategic assets contributions or constraints for SMEs to go international? An empirical study of the US manufacturing sector. Journal of American Academy of Business, 5(1/2), 246-254.
van der Cruijsen, C., & Diepstraten, M. (2017). Banking products: you can take them with you, so why don’t you?. Journal of Financial Services Research, 52(1-2), 123-154.
Westland, J.C. (2010). Lower bounds on sample size in structural equation modeling. Electronic Commercial Resources, 2, 476–487
Wolfinbarger, M. & Gilly, M. (2003). E-TailQ: Dimensionalizing, measuring and predicting Etail quality. Journal of Retailing, 27, 183-198.
Woodside, A. G. (2013). Moving beyond multiple regression analysis to algorithms: Calling for a paradigm shift from symmetric to asymmetric thinking in data analysis, and crafting theory. Journal of Business Research, 66, 463-472.
Yaseen, S.G., & El Qirem, I.A. (2018). Intention to use e-banking services in the Jordanian commercial banks. International Journal of Bank Marketing, 36(3), 557-571
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Zeithaml, V. A., Berry, L.L. & Parasuraman, A., (1996). The behavioural consequences of service quality. Journal of Marketing Management, 60(2), 31-46.
Zhang, P., & von Dran, G. M. (2002). User expectations and rankings of quality factors in different web site domains. International Journal of Electronic Commerce, 6(2), 9e34.
Zollinger, M., & Lamarque, É. (2008). Marketing et stratégie de la banque.
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Alalwan, A. A., Dwivedi, Y., Rana., (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110.
Alnaser, F., Ghani, M., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4(2), 63-72.
Alt, R., (2018). Electronic Markets and current general research. Electronic Markets, 28(2), 123–128. https://doi.org/10.1007/ s12525-018-0299-0.
Alt, R., & Puschmann, T. (2012). The rise of customer-oriented banking - electronic markets are paving the way for change in the financial industry. Electronic Markets, 22(4), 203–215. https://doi.org/10. 1007/s12525-012-0106-2.
Amato-McCoy, D., (2005). Creating virtual value. Bank Systems and Technology, 1(22).
Anderson, R.E., & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-38.
Asiyanbi, H., & Ishola, A. (2018). E-Banking services impact and customer satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria. Accounting, 4(4), 153-160.
Banerjee, S. B. (2002). Corporate environmentalism: The construct and its measurement. Journal of Business Research, 55(1), 177-191.
Bei, L., & Chiao, Y., (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 14, 125-40.
Bolton, R.N., McColl-Kennedy, J.R., Cheung, L., Gallan, A., Orsingher, C., Witell, L. and Zaki, M., (2018). Customer experience challenges: bringing together digital, physical and social realms. Journal of Service Management, 29(5), 776-808.
Casu, B., Zhao, T., & Ferrari, A. (2010). The impact of regulatory reforms on cost structure, ownership and competition in Indian banking. Journal of Banking & Finance, 34, 246–254.
Chan, S.C., & Lu, M.T. (2004). Understanding internet banking adoption and use behavior: a Hong Kong perspective. Journal of Global Information Management, 12, 21–43.
Chong, E., Kennedy, R., Riquire, C., & Rungie, C. (1997). The Difference between Satisfaction and Service Quality’, New and Evolving Paradigm: The Emerging Future of Marketing, The American Marketing Association’s 1997 Special Conference, Dublin, 12–15 June.
Cooper, R.B., & Zmud, R.W. (1990). Information technology implementation research: A technological diffusion approach. Management Science, 36, 123-139.
Cronin, J. J., Brady, M. K. & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76 (2), 193-218.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
Crosby, L., Evans, K., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54 (July), 68-81.
Darwish, A., & Lakhtaria, K. I., (2011). The impact of the new Web 2.0 technologies in communication, development, and revolutions of societies. Journal of Advances in Information Technology, 2, 204-216
De Leaniz, P.M.G., Rodriguez, D.B., & Rodriguez, I. (2016) Corporate image and reputation as drivers of customer loyalty. Corporate Reputation Review, 19, 166- 178.
Doney, P.M., & Cannon, J.P. (1997). An examination of the nature of trust in buyer-seller relationships. Journal of Marketing, 61(2), 35-51.
Doyle, P., & Bridgewater, S. (2012). Innovation in marketing. Routledge
Goyal, K. A., & Joshi, V., (2011). A study of social and ethical issues in banking industry. International Journal of Economics and Research, 2(5), 49-57.
Grönroos, C. (1994). From marketing mix to relationship marketing. Toward a paradigm shift in marketing. Management Decision, 32(2), 4-32.
Guo, Y., & Liang, C. (2016). Blockchain application and outlook in the banking industry. Financial Innovation, 2(1), 24.
Javalgi, R. R. G., & Moberg, C. R. (1997). Service loyalty: implications for service providers. Journal of services marketing, 11 (3), 165-79.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: The development of an instrument. Journal of Marketing Management, 20(1-2), 185-207
Jin, R., Hoi, S. C., & Yang, T. (2010, October). Online multiple kernel learning: Algorithms and mistake bounds. In International conference on algorithmic learning theory (pp. 390-404). Springer, Berlin, Heidelberg.
Joseph, M., McClure, C., & Joseph, B. (1999). Service quality in the banking sector: The impact of technology on service delivery. International Journal of Bank Marketing, 17(4),182-193.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia Pacific Journal of Marketing and Logistics, 22(3), 351 – 371.
Keller, K.L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57, 1-22.
Khadem, P., & Mousavi, S. (2013). Effects of self-service technology on customer value and customer readiness: The case of banking industry. Management Science Letters, 3, 2107-2112.
Khalfan, A. M., & Alshawaf, A. (2004). Adoption and implementation problems of E-Banking: A study of the managerial perspective of the banking industry in Oman. Journal of Global Information Technology Management, 7(1), 47-64
Kim, J., Ma, Y.-J., & Park, J. (2009). Are US consumers ready to adopt mobile technology for fashion goods? An integrated theoretical approach. Journal of Fashion Marketing and Management, 13(2), 215–230.
Kotler, P., & Bernard, D. (2003). Marketing Management. Pearson Education, 11th Ed. (1977), Paris.
Kirakosyana, K., & Dănăiaţăb, D. (2014), Communication management in electronic banking. Better communication for better relationship. Procedia - Social and Behavioral Sciences, doi: 10.1016/j.sbspro.2014.02.497
Lang, B., & Colgate, M. (2003). Relationship quality, on-line banking and the information technology gap. International Journal of Bank Marketing, 21(1), 29-37.
Lustsik, O. (2004, November). Can E-Banking services be profitable? (University of Tartu Economics and Business Administration Working Paper No.30-2004). doi:10.2139/ssrn.612762
Makdadi, Y.A.A., & Al-Sukkar, A.S. (2014). Determined factors of marketing innovation and its impact on improving the quality of banking services: An empirical study in Jordanian commercial banks. Mu'tah Research and Studies, Series of Humanities and Social Sciences, 29(3).
Marjanovic, O., & Murthy, V. (2016). From product-centric to customercentric services in a financial institution – Exploring the organizational challenges of the transition process. Information Systems Frontiers, 18(3), 479–497.
Morgan, RM., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing. 58(July), 1994.
Nagaraju, S., Parthiban, L. (2015). Trusted framework for online banking in public cloud using multi-factor authentication and privacy protection gateway. Journal of Cloud Computing, 4 (22) (2015). https://doi.org/10.1186/s13677-015-0046-4
Nkem, I. S., & Akujinma, A. F. (2017). Financial innovation and efficiency on the banking sub-sector: The case of deposit money banks and selected instruments of electronic banking. Asian Journal of Economics, Business and Accounting, 2(1), 1-12
Novokreshchenova, O. A., Novokreshchenova, N. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies Journal, 19(3), 19–38.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978- 3005.
Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia. Management Science Letters, 9(11), 1763-1772.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4).
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of Retailing, 64(1), 12-37.
Ponsignon, F., Klaus, P., & Maull, R. (2015). Experience co-creation in financial services: an empirical exploration. Journal of Service Management, 26(2), 295-320.
Reichheld, F. F., & Schefter, P. (2000). ìE-Loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), 2000, pp. 105-113
Ribbink, D., van Riel Allard, C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust, and loyalty on the Internet. Managing Service Quality, 14(6), 446–56.
Shaikh, A.A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics 32(1), 129–142.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: a moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119-1142.
Shareef, M. A., Mukerji, B., Alryalat, M. A. A., Wright, A., & Dwivedi, Y. K. (2018). Advertisements on Facebook: Identifying the persuasive elements in the development of positive attitudes in consumers. Journal of Retailing and Consumer Services, 43, 258-268.
Shih, Y., & Fang, K. (2004). The use of a decomposed theory of planned behavior to study Internet banking in Taiwan. Internet Research, 14, 213-223.
Srinivasan, S.S., Anderson, R.E., & Ponnavolu, K. (2002). Customer loyalty in ecommerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-51.
Taylor, S.A., & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in formation of consumers’ purchase intentions. Journal of Retailing, 70, 163-178.
Tseng, C. H., Tansuhaj, P. S., & Rose, J. (2004). Are strategic assets contributions or constraints for SMEs to go international? An empirical study of the US manufacturing sector. Journal of American Academy of Business, 5(1/2), 246-254.
van der Cruijsen, C., & Diepstraten, M. (2017). Banking products: you can take them with you, so why don’t you?. Journal of Financial Services Research, 52(1-2), 123-154.
Westland, J.C. (2010). Lower bounds on sample size in structural equation modeling. Electronic Commercial Resources, 2, 476–487
Wolfinbarger, M. & Gilly, M. (2003). E-TailQ: Dimensionalizing, measuring and predicting Etail quality. Journal of Retailing, 27, 183-198.
Woodside, A. G. (2013). Moving beyond multiple regression analysis to algorithms: Calling for a paradigm shift from symmetric to asymmetric thinking in data analysis, and crafting theory. Journal of Business Research, 66, 463-472.
Yaseen, S.G., & El Qirem, I.A. (2018). Intention to use e-banking services in the Jordanian commercial banks. International Journal of Bank Marketing, 36(3), 557-571
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Zeithaml, V. A., Berry, L.L. & Parasuraman, A., (1996). The behavioural consequences of service quality. Journal of Marketing Management, 60(2), 31-46.
Zhang, P., & von Dran, G. M. (2002). User expectations and rankings of quality factors in different web site domains. International Journal of Electronic Commerce, 6(2), 9e34.
Zollinger, M., & Lamarque, É. (2008). Marketing et stratégie de la banque.