How to cite this paper
AL-Zubi, K & Al-Gasawneh, J. (2022). An integrated model of mobile banking service quality and customers’ satisfaction: Evidence from Jordanian mobile banking users.International Journal of Data and Network Science, 6(4), 1609-1618.
Refrences
Al-Adwan, A.S., Alrousan, M., Al-Soud, A., & Al-Yaseen, H. (2019). Revealing the black box of shifting from electronic commerce to mobile commerce: the case of Jordan. Journal of Theoretical and Applied Electronic Commerce Re-search, 14(1), p 51-67.
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110.
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139.
Alsaleh, D. A., Elliott, M. T., Fu, F. Q., & Thakur, R. (2019). Cross-cultural differences in the adoption of social media. Journal of Research in Interactive Marketing, 13(1), 119-140.
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al-Weshah, G., Al-Manasrah, E., & Al-Qatawneh, M. (2019). Customer relationship management systems and organiza-tional performance: a quantitative evidence from Jordanian telecommunication industry. Journal of Marketing Com-munications, 25(8), 799-819.
Al-Weshah, G. (2018). E-marketing practices from Jordanian tourism agencies perspectives: a qualitative evidence. Inter-national Journal of Online Marketing (IJOM), 8(1), 21-36.
Al-Weshah, G. (2017). Marketing intelligence and customer relationships: empirical evidence from Jordanian banks. Journal of Marketing Analytics, 5(3/4), 141-152.
Al-Weshah, G. (2013). The role of internet banking in continuous improvement areas: a quantitative evidence from Jorda-nian banks. International Journal of Business Performance Management, 14(2), 181-196.
Anderson, J. (2010). M-banking in developing markets: competitive and regulatory implications. Info, 12(1), 18–25.
Hammouri, Q., Majali, T., Almajali, D., Aloqool, A., & AlGasawneh, J. A. (2021). Explore the Relationship between Se-curity Mechanisms and Trust in E-Banking: A Systematic Review. Annals of the Romanian Society for Cell Biolo-gy, 25(6), 17083-17093.
Anouze, A. L. M., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86-112.
Baabdullah, A. M., ALalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. (2019). An integrated model for m-banking adoption in Saudi Arabia. International Journal of Bank Marketing, 37(2), 452-478
Baptista, G., & Oliveira, T. (2016). A weight and a meta-analysis on mobile banking acceptance research. Computers in Human Behavior, 63, 480-489.
Baptista, G., & Oliveira, T. (2017). Why so serious? Gamification impact in the acceptance of mobile banking ser-vices. Internet Research, 27(1), 118-139.
Brase, C. H., & Brase, C. P. (2013). Understanding basic statistics. Sixth edition. Boston: Books/Cole.
Cao, M., Zhang, O., & Seydel, J. (2005). B2C e-commerce web site quality: an empirical examination. Industrial Man-agement and Data Systems, 105(5), 645- 661.
Chaouali, W., Souiden, N., & Ladhari, R. (2017). Explaining adoption of mobile banking with the theory of trying, general self-confidence, and cynicism. Journal of Retailing and Consumer Services, 35, 57-67.
Chawla, D. and Joshi, H. (2018). The moderating effect of demographic variables on mobile banking adoption: an empiri-cal investigation. Global Business Review, 19. Suppl 3, S90-S113.
Choudrie, J., Junior, C.O., McKenna, B. & Richter, S. (2018). Understanding and conceptualizing the adoption, use and diffusion of mobile banking in older adults: a research agenda and conceptual framework. Journal of Business Re-search, 88, 449-465.
Cocosila, M., & Trabelsi, H. (2016). An integrated value-risk investigation of contactless mobile payments adoption. Electronic Commerce Research and Applications, 20, 159-170.
Danyali, A. (2018). Factors influencing customers’ change of behaviors from online banking to mobile banking in Tejarat Bank, Iran. Journal of Organizational Change Management, 31(6), 1226-1233.
Davey, A., & Savla, J. (2010). Statistical power analysis with missing data: A structural equation modeling approach. Routledge: Taylor & Francis Group.
De Leon, M. (2020). Factors influencing behavioral intention to use mobile banking among retail banking clients. Indo-nesian Journal of Communications Studies, 3(2), 118-137.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
Frimpong, K., Shuridah, O., Wilson, A., & Sarpong, F. (2020). A cross-national investigation of trait antecedents of mo-bile-banking adoption. Thunderbird International Business Review, 62(4), 411-424.
Gorla, N., Somers, T., & Wong, B. (2010). Organizational impact of system quality, information quality, and service qual-ity. The Journal of Strategic Information Systems, 19(3), 207-228.
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., Jalilvand, M., & Tabar, S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
Halimi, F. F., Gabarre, S., Rahi, S., Al-Gasawneh, J. A., & Ngah, A. H. (2021). Modelling Muslims’ revisit intention of non-halal certified restaurants in Malaysia. Journal of Islamic Marketing.
Jun , M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307 – 326.
Klesel, M., Schuberth, F., Henseler, J., & Niehaves, B. (2019). A test for multi-group comparison using partial least squares path modeling. Internet Research, 29(3), 464-477.
Lin, H. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards and Interfac-es, 35(2), 195–204.
Malaquias, R. F., & Silva, A. F. (2020). Understanding the use of mobile banking in rural areas of Brazil. Technology in Society, 62, 114-128.
Mohd Thas Thaker, M. A., Allah Pitchay, A. B., Mohd Thas Thaker, H. B., & Amin, M. F.. (2019). Factors influencing consumers’ adoption of Islamic mobile banking services in Malaysia: An approach of partial least squares (PLS). Journal of Islamic Marketing, 10(4), 1037-1056
Moser, F. (2015). Mobile Banking: A fashionable concept or an institutionalized channel in future retail banking? Analyz-ing patterns in the practical and academic mobile banking literature. International Journal of Bank Marketing, 33(2), pp. 162-177.
Mostafa, R. B. (2020). Mobile banking service quality: a new avenue for customer value co-creation. International Jour-nal of Bank Marketing, 38(5), 1107-1132.
Nusairat, N., Al-Gasawneh, J., Aloqool, A., Alzubi, K., Akhorshaideh, A., Joudeh, J., & Ibrahim, H. (2021). The relation-ship between Internet of things and search engine optimization in Jordanian Tele-Communication Companies: The mediating role of user behavior. International Journal of Data and Network Science, 5(3), 163-172.
O’Cass, A., & Carlson, J. (2012). An empirical assessment of consumers’ evaluations of web service quality: conceptual-izing and testing a formative model. Journal of Services Marketing, 26(6), 419 – 434.
Owusu Kwateng, K., Osei Atiemo, K. A., & Appiah, C. (2019). Acceptance and use of mobile banking: an application of UTAUT2. Journal of Enterprise Information Management, 32(1), 118-151.
Poromatikul, C., De Maeyer, P., Leelapanyalert, K., & Zaby, S. (2019). Drivers of continuance intention with mobile banking apps. International Journal of Bank Marketing, 38(1), 242-262.
Saeed, K. A., & Xu, J. (2020). Understanding diffusion of information systems-based services: evidence from mobile banking services. Internet Research, 30 (4), 1281-1304.
Sampaio, C. H., Ladeira, W. J., & Santini, F. D. (2017). Apps for mobile banking and customer satisfaction: a cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153
Shaikh, A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129 - 142.
Spatz, C. (2007). Basic statistics: Tales of distributions. 9th edition. Thomson learning. Inc.
Sumita, U., & Yoshii, J. (2010). Enhancement of e-commerce via mobile accesses to the internet. Electronic Commerce Research and Applications, 9(3), 217–227.
Tam, C., & Oliveira, T. (2016). Performance impact of mobile banking: Using the task-technology fit (TTF) approach. In-ternational Journal of Bank Marketing, 34(4), 434 – 457.
Tan, E. & Lau, J. (2016). Behavioural intention to adopt mobile banking among the millennial generation. Young Consum-ers, 17(1), 18-31.
Tarhini, A., Alalwan, A. B., Shammout, A. B., & Al-Badi, A. (2019). An analysis of the factors affecting mobile com-merce adoption in developing countries towards an integrated model. Review of International Business and Strategy, 29(3), 157-180.
Thakur, R. (2014). What keeps mobile banking customers loyal?. International Journal of Bank Marketing, 32(7), 628 – 646.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfac-tion towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442 – 456.
Zhang, T., Lu, C., & Kizildag, M. (2018). Banking “on-the-go”: examining consumers’ adoption of mobile banking ser-vices. International Journal of Quality and Service Sciences, 10(3), 279-295.
Zhang, J., Zhao, Y. and Wang, Y. (2016). A study on statistical methods used in six journals of library and information science. Online Information Review, 40(3), 416-434.
Zhou, T. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527–540.
Alalwan, A. A., Dwivedi, Y. K., & Rana, N. P. (2017). Factors influencing adoption of mobile banking by Jordanian bank customers: Extending UTAUT2 with trust. International Journal of Information Management, 37(3), 99-110.
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118-139.
Alsaleh, D. A., Elliott, M. T., Fu, F. Q., & Thakur, R. (2019). Cross-cultural differences in the adoption of social media. Journal of Research in Interactive Marketing, 13(1), 119-140.
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al-Weshah, G., Al-Manasrah, E., & Al-Qatawneh, M. (2019). Customer relationship management systems and organiza-tional performance: a quantitative evidence from Jordanian telecommunication industry. Journal of Marketing Com-munications, 25(8), 799-819.
Al-Weshah, G. (2018). E-marketing practices from Jordanian tourism agencies perspectives: a qualitative evidence. Inter-national Journal of Online Marketing (IJOM), 8(1), 21-36.
Al-Weshah, G. (2017). Marketing intelligence and customer relationships: empirical evidence from Jordanian banks. Journal of Marketing Analytics, 5(3/4), 141-152.
Al-Weshah, G. (2013). The role of internet banking in continuous improvement areas: a quantitative evidence from Jorda-nian banks. International Journal of Business Performance Management, 14(2), 181-196.
Anderson, J. (2010). M-banking in developing markets: competitive and regulatory implications. Info, 12(1), 18–25.
Hammouri, Q., Majali, T., Almajali, D., Aloqool, A., & AlGasawneh, J. A. (2021). Explore the Relationship between Se-curity Mechanisms and Trust in E-Banking: A Systematic Review. Annals of the Romanian Society for Cell Biolo-gy, 25(6), 17083-17093.
Anouze, A. L. M., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86-112.
Baabdullah, A. M., ALalwan, A. A., Rana, N. P., Patil, P., & Dwivedi, Y. (2019). An integrated model for m-banking adoption in Saudi Arabia. International Journal of Bank Marketing, 37(2), 452-478
Baptista, G., & Oliveira, T. (2016). A weight and a meta-analysis on mobile banking acceptance research. Computers in Human Behavior, 63, 480-489.
Baptista, G., & Oliveira, T. (2017). Why so serious? Gamification impact in the acceptance of mobile banking ser-vices. Internet Research, 27(1), 118-139.
Brase, C. H., & Brase, C. P. (2013). Understanding basic statistics. Sixth edition. Boston: Books/Cole.
Cao, M., Zhang, O., & Seydel, J. (2005). B2C e-commerce web site quality: an empirical examination. Industrial Man-agement and Data Systems, 105(5), 645- 661.
Chaouali, W., Souiden, N., & Ladhari, R. (2017). Explaining adoption of mobile banking with the theory of trying, general self-confidence, and cynicism. Journal of Retailing and Consumer Services, 35, 57-67.
Chawla, D. and Joshi, H. (2018). The moderating effect of demographic variables on mobile banking adoption: an empiri-cal investigation. Global Business Review, 19. Suppl 3, S90-S113.
Choudrie, J., Junior, C.O., McKenna, B. & Richter, S. (2018). Understanding and conceptualizing the adoption, use and diffusion of mobile banking in older adults: a research agenda and conceptual framework. Journal of Business Re-search, 88, 449-465.
Cocosila, M., & Trabelsi, H. (2016). An integrated value-risk investigation of contactless mobile payments adoption. Electronic Commerce Research and Applications, 20, 159-170.
Danyali, A. (2018). Factors influencing customers’ change of behaviors from online banking to mobile banking in Tejarat Bank, Iran. Journal of Organizational Change Management, 31(6), 1226-1233.
Davey, A., & Savla, J. (2010). Statistical power analysis with missing data: A structural equation modeling approach. Routledge: Taylor & Francis Group.
De Leon, M. (2020). Factors influencing behavioral intention to use mobile banking among retail banking clients. Indo-nesian Journal of Communications Studies, 3(2), 118-137.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50.
Frimpong, K., Shuridah, O., Wilson, A., & Sarpong, F. (2020). A cross-national investigation of trait antecedents of mo-bile-banking adoption. Thunderbird International Business Review, 62(4), 411-424.
Gorla, N., Somers, T., & Wong, B. (2010). Organizational impact of system quality, information quality, and service qual-ity. The Journal of Strategic Information Systems, 19(3), 207-228.
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., Jalilvand, M., & Tabar, S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62-78.
Halimi, F. F., Gabarre, S., Rahi, S., Al-Gasawneh, J. A., & Ngah, A. H. (2021). Modelling Muslims’ revisit intention of non-halal certified restaurants in Malaysia. Journal of Islamic Marketing.
Jun , M., & Palacios, S. (2016). Examining the key dimensions of mobile banking service quality: an exploratory study. International Journal of Bank Marketing, 34(3), 307 – 326.
Klesel, M., Schuberth, F., Henseler, J., & Niehaves, B. (2019). A test for multi-group comparison using partial least squares path modeling. Internet Research, 29(3), 464-477.
Lin, H. (2013). Determining the relative importance of mobile banking quality factors. Computer Standards and Interfac-es, 35(2), 195–204.
Malaquias, R. F., & Silva, A. F. (2020). Understanding the use of mobile banking in rural areas of Brazil. Technology in Society, 62, 114-128.
Mohd Thas Thaker, M. A., Allah Pitchay, A. B., Mohd Thas Thaker, H. B., & Amin, M. F.. (2019). Factors influencing consumers’ adoption of Islamic mobile banking services in Malaysia: An approach of partial least squares (PLS). Journal of Islamic Marketing, 10(4), 1037-1056
Moser, F. (2015). Mobile Banking: A fashionable concept or an institutionalized channel in future retail banking? Analyz-ing patterns in the practical and academic mobile banking literature. International Journal of Bank Marketing, 33(2), pp. 162-177.
Mostafa, R. B. (2020). Mobile banking service quality: a new avenue for customer value co-creation. International Jour-nal of Bank Marketing, 38(5), 1107-1132.
Nusairat, N., Al-Gasawneh, J., Aloqool, A., Alzubi, K., Akhorshaideh, A., Joudeh, J., & Ibrahim, H. (2021). The relation-ship between Internet of things and search engine optimization in Jordanian Tele-Communication Companies: The mediating role of user behavior. International Journal of Data and Network Science, 5(3), 163-172.
O’Cass, A., & Carlson, J. (2012). An empirical assessment of consumers’ evaluations of web service quality: conceptual-izing and testing a formative model. Journal of Services Marketing, 26(6), 419 – 434.
Owusu Kwateng, K., Osei Atiemo, K. A., & Appiah, C. (2019). Acceptance and use of mobile banking: an application of UTAUT2. Journal of Enterprise Information Management, 32(1), 118-151.
Poromatikul, C., De Maeyer, P., Leelapanyalert, K., & Zaby, S. (2019). Drivers of continuance intention with mobile banking apps. International Journal of Bank Marketing, 38(1), 242-262.
Saeed, K. A., & Xu, J. (2020). Understanding diffusion of information systems-based services: evidence from mobile banking services. Internet Research, 30 (4), 1281-1304.
Sampaio, C. H., Ladeira, W. J., & Santini, F. D. (2017). Apps for mobile banking and customer satisfaction: a cross-cultural study. International Journal of Bank Marketing, 35(7), 1133-1153
Shaikh, A., & Karjaluoto, H. (2015). Mobile banking adoption: A literature review. Telematics and Informatics, 32(1), 129 - 142.
Spatz, C. (2007). Basic statistics: Tales of distributions. 9th edition. Thomson learning. Inc.
Sumita, U., & Yoshii, J. (2010). Enhancement of e-commerce via mobile accesses to the internet. Electronic Commerce Research and Applications, 9(3), 217–227.
Tam, C., & Oliveira, T. (2016). Performance impact of mobile banking: Using the task-technology fit (TTF) approach. In-ternational Journal of Bank Marketing, 34(4), 434 – 457.
Tan, E. & Lau, J. (2016). Behavioural intention to adopt mobile banking among the millennial generation. Young Consum-ers, 17(1), 18-31.
Tarhini, A., Alalwan, A. B., Shammout, A. B., & Al-Badi, A. (2019). An analysis of the factors affecting mobile com-merce adoption in developing countries towards an integrated model. Review of International Business and Strategy, 29(3), 157-180.
Thakur, R. (2014). What keeps mobile banking customers loyal?. International Journal of Bank Marketing, 32(7), 628 – 646.
Zameer, H., Tara, A., Kausar, U., & Mohsin, A. (2015). Impact of service quality, corporate image and customer satisfac-tion towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442 – 456.
Zhang, T., Lu, C., & Kizildag, M. (2018). Banking “on-the-go”: examining consumers’ adoption of mobile banking ser-vices. International Journal of Quality and Service Sciences, 10(3), 279-295.
Zhang, J., Zhao, Y. and Wang, Y. (2016). A study on statistical methods used in six journals of library and information science. Online Information Review, 40(3), 416-434.
Zhou, T. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527–540.