How to cite this paper
Aldosari, B & Ali, M. (2022). The effect of e-store website quality in terms of consumer rights on the reliability and respon-siveness of the e-customer.International Journal of Data and Network Science, 6(4), 1631-1642.
Refrences
Akinci, S., Atilgan-Inan, E., & Aksoy, S. (2010). Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting. Journal of Business Research, 63(3), 232- 240. doi: 10.1016/j.jbusres.2009.02.018
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web qual-ity. Information and Management, 39(6), 467–476.
Al-Khalaf, Abdul Rahman bin Ahmed bin Mohammed (2019). Consumer Protection in Electronic Commerce in the Saudi law: A Comparative Study with the Egyptian Law. Thesis (Master’s), Naif Arab University for Security Sciences, Col-lege of Criminal Justice, Department of Sharia and Law, Specialization in Comparative Criminal Law.
Al-Mutairi, A. R. (2021). The criminal responsibility of the service provider according to the electronic commerce system in the Saudi system: a comparative study (Doctoral dissertation, Naif Arab University for Security Sciences).
Anderson, J.C., & Gerbing, D.W. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Arasli, H., Abdullahi, M., & Gunay, T. (2021). Social Media as a Destination Marketing Tool for a Sustainable Heritage Festival in Nigeria: A Moderated Mediation Study. Sustainability, 13, 6191. https://doi.org/10.3390/su13116191
Armstrong, J.S., & Overton, T.S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396-402.
Azudin, N., Norhashim, M., & Nachiappan, G. (2018). Service quality of uber in a small city: A case study of Ipoh Uber Drivers. Journal of Advanced Research in Business, 2(1), 19-25.
Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(6), 875–886.
Bin Ali, Abdullah bin Ahmed Abdul Malik (2014). E-commerce fraud (Doctoral dissertation Naif Arab University for Se-curity Sciences).
Bollen, K. A. (1989). Structural equations with latent variables. John Wiley & Sons. https://doi.org/10.1002/9781118619179
Byrne, D. (1998). Complexity Theory and the Social Sciences: An Introduction (1st ed.). Routledge. https://doi.org/10.4324/9780203003916
Cebi, S. (2013). Determining importance degrees of website design parameters based on interactions and types of web-sites. Decision Support Systems, 54(2), 1030- 1043. doi: 10.1016/j.dss.2012.10.036
Chang, H. H., & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: Trust and per-ceived risk as a mediator. Online Information Review, 32(6), 818-841.
Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic com-merce. Information and Management, 46(7), 411–417.
Egeln, L. (2015). An empirical investigation of the impacts of website quality on consumer loyalty: A case of baby boomers. NC: The University of North Carolina at Greensboro.
Elliott, M.T., & Speck, P.S. (2005). Factors that affect attitude toward a retail web site. Journal of Marketing Theory and Practice, 13(1), 40-51.
Ennew, C., & Waite, N. (2013). Waite, R. Financial Services Marketing: An International Guide to Principles and Prac-tice. Routledge: London, UK, 2013; ISBN 978-0-415-52167-3
Ganesh, J., Reynolds, K.E., Luckett, M., & Pomirleanu, N. (2010). Online shopper motivations, and e-store attributes: an examination of online patronage behavior and shopper typologies, Journal of Retailing, 86(1), 106-115.
Ghazizadeh, H., Besheli, A., & Talebi, V. (2010). Assessing of Bank Customers Retention and Loyalty: A Case Study of State-Owned Banks in Tehran. European Journal of Social Sciences, 17(2), 274-287.
Gobena, A. B. (2019). The impact of service quality on customer satisfaction: A case study on nekemte municipality, Oromia Region, Ethiopia. Annals of Social Sciences & Management Studies, 4(1).
Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis. 7th Edition, Pearson, New York.
Hasan, L., & Abuelrub, E. (2011). Assessing the quality of web sites. Applied Computing and Informatics, 9, 11–29.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modelling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Herman, R. D. (1979). Book Reviews. Humanity & Society, 3(4), 330–333. https://doi.org/10.1177/016059767900300415
Huang, P.L., Lee, B.C., & Chen, C.C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence, 30(13-14),1449-65
Huang, Z., & Benyoucef, M. (2013). From e-commerce to social commerce: a close look at design features. Electronic Commerce Research and Applications, 12(4), 246-259.
Król, K., & Zdonek, D. (2020). Aggregated Indices in Website Quality Assessment. Future Internet, 12(4), 1-23, April.
Kaur, B., Kiran, S., Grima, S., Rupeika-Apoga, R. (2021). Digital Banking in Northern India: The Risks on Customer Sat-isfaction. Risks 2021, 9, 209. https://doi.org/10.3390/risks9110209
Khuong, M.N., & Dai, N.Q. (2016). The factors affecting customer satisfaction and customer loyalty-a study of local taxi companies in Ho Chi Minh City, Vietnam. International Journal of Innovation, Management and Technology, 7(5), 228.
Khurana, S. (2009). Managing service quality: An empirical study on internet banking. IUP Journal of Marketing Man-agement, 8(3/4), 96–113.
Kim, H., & Niehm, L.S. (2009). The impact of website quality on information quality, value, and loyalty intentions in ap-parel retailing. Journal of Interactive Marketing, 23(3), 221-233.
Kline, R.B. (2011). Principles and Practice of Structural Equation Modelling. 3rd ed., The Guilford Press, New York, NY.
Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal E-Collaboration, 11, 1–10.
Kouser, R., Niazi, G. S. K., & Bakari, H. (2018). How does website quality and trust towards website influence online pur-chase intention?. Pakistan Journal of Commerce and Social Sciences (PJCSS), 12(3), 909-934.
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Re-tail & Distribution Management, 33, 161–176.
Liang, T.P., Lin, Y.-L., Shiau, W.L., & Chen, S.F. (2021). INVESTIGATING COMMON METHOD BIAS VIA AN EEG STUDY OF THE FLOW EXPERIENCE IN WEBSITE DESIGN. Journal of Electronic Commerce Research, 22(4), 305-321.
Liu, L., Suh, A., & Wagner, C. (2018). Empathy or perceived credibility? An empirical study on individual donation be-havior in charitable crowdfunding. Internet Research, 28(3), 623-651. https://doi.org/10.1108/IntR-06-2017-0240
Loiacono, E.T., Watson, R.T., & Goodhue, D.T. (2007). WebQual: an instrument for consumer evaluation of web sites. In-ternational Journal of Electronic Commerce, 11(3), 51-87.
Madhani, Pankaj M., Building a Customer-Centric Supply Chain Strategy: Enhancing Competitive Advantages (July 23, 2019). The IUP Journal of Business Strategy, 16(2), 28-42, 2019, Available at SSRN: https://ssrn.com/abstract=3424669
Malhotra, N.K. (2010). Marketing research: an applied orientation. New Jersey: Pearson Prentice Hall.
Mburu, P. N. (2014). Demographic Statistics, Customer Satisfaction and Retention: The Kenyan Banking Industry. Jour-nal of Business and Economics, 5(11), 2105-2118.
Menard, S. (1995). Applied logistic regression analysis: Sage University series on quantitative applications in the social sciences. Thousand Oaks, CA: Sage.
Mittal, M. (2019). Gender difference in customer satisfaction and brand loyalty towards banking services. The IUP jour-nal of marketing management: IJMM, 18(1).
Myers, R. H. (1990). Classical and modern regression. 2nd ed.. CA: Duxbury Press.
Nupur, J. M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International Review of Business Research Papers, 6(4), 145–156.
Oliver, R. L. (1977). Effect of expectation and disconfirmation on post exposure product evaluations: An alternative inter-pretation. Journal of Applied Psychology, 62(4), 480–486. https://doi.org/10.1037/0021-9010.62.4.480
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Mar-keting Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1990). Guidelines for Conducting Service Quality Research. Marketing Research, 2(4).
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Podsakoff, M.P., & Organ, W.D. (1986). Self-reports in organizational research: problems and prospects. Journal of Man-agement, 12(4), 531-544.
Podsakoff, N.P. (2003). Common method biases in behavioural research: a critical review of the literature and recom-mended remedies. Journal of Applied Psychology, 88(5), 879-903.
Ravichandran, K., Mani, B. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfac-tion application of SERVQUAL model. International Journal of Business and Management, 5(4), 117.
Sekaran, U. (2006). Research methods for business: A skill building approach. John Wiley & Sons, Ltd.
Sharif, M. (2011). Factors of e-commerce adoption and its effects on e-business strategy in the Kingdom of Saudi Arabia.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of Site Quality on Repurchase Intention in Internet Shopping through Mediating Variables: The Case of University Students in South Korea. International Journal of In-formation Management, 33, 453-463.doi.org/10.1016/j.ijinfomgt.2013.02.003
Sorum, H., Andersen, K., & Vatrapu, R. (2012). Public websites and human-computer interaction: An empirical study of measurement of website quality and user satisfaction. Behavior & Information Technology, 31(7), 697-706. doi: 10.1080/0144929X.2011.577191
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E.Z. (2019). How to manage customer satisfaction through brand association and perceived value strategy. Journal of Management and Marketing Review, 4(3), 184–193.
Tabachnick, B.G., & Fidel, L.S. (2000). Using Multivariate Statistics. 4th ed., Harper Collins, New York, NY.
Teo, T.S.H., Srivastava, S.C., & Jiang, L. (2008). Trust and electronic government success: an empirical study. Journal of Management Information Systems, 25(3), 99-132.
Toor, A. (2016). The impact of e-banking on customer satisfaction: Evidence from banking sector of Pakistan. Interna-tional journal of trends in business administration, 5, 27–40.
Umair Akram, Peng Hui, Muhammad Kaleem Khan, Yasir Tanveer, Khalid Mehmood, Wasim Ahmad (2018). How web-site quality affects online impulse buying: Moderating effects of sales promotion and credit card use, Asia Pacific Journal of Marketing and Logistics, 30(1), 235-256. https://doi.org/10.1108/APJML-04-2017-0073/
Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: dimensionalizing, measuring and predicting retail quality. Journal of Re-tailing, 79, 183-198.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web qual-ity. Information and Management, 39(6), 467–476.
Al-Khalaf, Abdul Rahman bin Ahmed bin Mohammed (2019). Consumer Protection in Electronic Commerce in the Saudi law: A Comparative Study with the Egyptian Law. Thesis (Master’s), Naif Arab University for Security Sciences, Col-lege of Criminal Justice, Department of Sharia and Law, Specialization in Comparative Criminal Law.
Al-Mutairi, A. R. (2021). The criminal responsibility of the service provider according to the electronic commerce system in the Saudi system: a comparative study (Doctoral dissertation, Naif Arab University for Security Sciences).
Anderson, J.C., & Gerbing, D.W. (1988). Structural equation modeling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Arasli, H., Abdullahi, M., & Gunay, T. (2021). Social Media as a Destination Marketing Tool for a Sustainable Heritage Festival in Nigeria: A Moderated Mediation Study. Sustainability, 13, 6191. https://doi.org/10.3390/su13116191
Armstrong, J.S., & Overton, T.S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396-402.
Azudin, N., Norhashim, M., & Nachiappan, G. (2018). Service quality of uber in a small city: A case study of Ipoh Uber Drivers. Journal of Advanced Research in Business, 2(1), 19-25.
Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(6), 875–886.
Bin Ali, Abdullah bin Ahmed Abdul Malik (2014). E-commerce fraud (Doctoral dissertation Naif Arab University for Se-curity Sciences).
Bollen, K. A. (1989). Structural equations with latent variables. John Wiley & Sons. https://doi.org/10.1002/9781118619179
Byrne, D. (1998). Complexity Theory and the Social Sciences: An Introduction (1st ed.). Routledge. https://doi.org/10.4324/9780203003916
Cebi, S. (2013). Determining importance degrees of website design parameters based on interactions and types of web-sites. Decision Support Systems, 54(2), 1030- 1043. doi: 10.1016/j.dss.2012.10.036
Chang, H. H., & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: Trust and per-ceived risk as a mediator. Online Information Review, 32(6), 818-841.
Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic com-merce. Information and Management, 46(7), 411–417.
Egeln, L. (2015). An empirical investigation of the impacts of website quality on consumer loyalty: A case of baby boomers. NC: The University of North Carolina at Greensboro.
Elliott, M.T., & Speck, P.S. (2005). Factors that affect attitude toward a retail web site. Journal of Marketing Theory and Practice, 13(1), 40-51.
Ennew, C., & Waite, N. (2013). Waite, R. Financial Services Marketing: An International Guide to Principles and Prac-tice. Routledge: London, UK, 2013; ISBN 978-0-415-52167-3
Ganesh, J., Reynolds, K.E., Luckett, M., & Pomirleanu, N. (2010). Online shopper motivations, and e-store attributes: an examination of online patronage behavior and shopper typologies, Journal of Retailing, 86(1), 106-115.
Ghazizadeh, H., Besheli, A., & Talebi, V. (2010). Assessing of Bank Customers Retention and Loyalty: A Case Study of State-Owned Banks in Tehran. European Journal of Social Sciences, 17(2), 274-287.
Gobena, A. B. (2019). The impact of service quality on customer satisfaction: A case study on nekemte municipality, Oromia Region, Ethiopia. Annals of Social Sciences & Management Studies, 4(1).
Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis. 7th Edition, Pearson, New York.
Hasan, L., & Abuelrub, E. (2011). Assessing the quality of web sites. Applied Computing and Informatics, 9, 11–29.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modelling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Herman, R. D. (1979). Book Reviews. Humanity & Society, 3(4), 330–333. https://doi.org/10.1177/016059767900300415
Huang, P.L., Lee, B.C., & Chen, C.C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence, 30(13-14),1449-65
Huang, Z., & Benyoucef, M. (2013). From e-commerce to social commerce: a close look at design features. Electronic Commerce Research and Applications, 12(4), 246-259.
Król, K., & Zdonek, D. (2020). Aggregated Indices in Website Quality Assessment. Future Internet, 12(4), 1-23, April.
Kaur, B., Kiran, S., Grima, S., Rupeika-Apoga, R. (2021). Digital Banking in Northern India: The Risks on Customer Sat-isfaction. Risks 2021, 9, 209. https://doi.org/10.3390/risks9110209
Khuong, M.N., & Dai, N.Q. (2016). The factors affecting customer satisfaction and customer loyalty-a study of local taxi companies in Ho Chi Minh City, Vietnam. International Journal of Innovation, Management and Technology, 7(5), 228.
Khurana, S. (2009). Managing service quality: An empirical study on internet banking. IUP Journal of Marketing Man-agement, 8(3/4), 96–113.
Kim, H., & Niehm, L.S. (2009). The impact of website quality on information quality, value, and loyalty intentions in ap-parel retailing. Journal of Interactive Marketing, 23(3), 221-233.
Kline, R.B. (2011). Principles and Practice of Structural Equation Modelling. 3rd ed., The Guilford Press, New York, NY.
Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal E-Collaboration, 11, 1–10.
Kouser, R., Niazi, G. S. K., & Bakari, H. (2018). How does website quality and trust towards website influence online pur-chase intention?. Pakistan Journal of Commerce and Social Sciences (PJCSS), 12(3), 909-934.
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Re-tail & Distribution Management, 33, 161–176.
Liang, T.P., Lin, Y.-L., Shiau, W.L., & Chen, S.F. (2021). INVESTIGATING COMMON METHOD BIAS VIA AN EEG STUDY OF THE FLOW EXPERIENCE IN WEBSITE DESIGN. Journal of Electronic Commerce Research, 22(4), 305-321.
Liu, L., Suh, A., & Wagner, C. (2018). Empathy or perceived credibility? An empirical study on individual donation be-havior in charitable crowdfunding. Internet Research, 28(3), 623-651. https://doi.org/10.1108/IntR-06-2017-0240
Loiacono, E.T., Watson, R.T., & Goodhue, D.T. (2007). WebQual: an instrument for consumer evaluation of web sites. In-ternational Journal of Electronic Commerce, 11(3), 51-87.
Madhani, Pankaj M., Building a Customer-Centric Supply Chain Strategy: Enhancing Competitive Advantages (July 23, 2019). The IUP Journal of Business Strategy, 16(2), 28-42, 2019, Available at SSRN: https://ssrn.com/abstract=3424669
Malhotra, N.K. (2010). Marketing research: an applied orientation. New Jersey: Pearson Prentice Hall.
Mburu, P. N. (2014). Demographic Statistics, Customer Satisfaction and Retention: The Kenyan Banking Industry. Jour-nal of Business and Economics, 5(11), 2105-2118.
Menard, S. (1995). Applied logistic regression analysis: Sage University series on quantitative applications in the social sciences. Thousand Oaks, CA: Sage.
Mittal, M. (2019). Gender difference in customer satisfaction and brand loyalty towards banking services. The IUP jour-nal of marketing management: IJMM, 18(1).
Myers, R. H. (1990). Classical and modern regression. 2nd ed.. CA: Duxbury Press.
Nupur, J. M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International Review of Business Research Papers, 6(4), 145–156.
Oliver, R. L. (1977). Effect of expectation and disconfirmation on post exposure product evaluations: An alternative inter-pretation. Journal of Applied Psychology, 62(4), 480–486. https://doi.org/10.1037/0021-9010.62.4.480
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Mar-keting Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1990). Guidelines for Conducting Service Quality Research. Marketing Research, 2(4).
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ES-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233.
Podsakoff, M.P., & Organ, W.D. (1986). Self-reports in organizational research: problems and prospects. Journal of Man-agement, 12(4), 531-544.
Podsakoff, N.P. (2003). Common method biases in behavioural research: a critical review of the literature and recom-mended remedies. Journal of Applied Psychology, 88(5), 879-903.
Ravichandran, K., Mani, B. T., Kumar, S. A., & Prabhakaran, S. (2010). Influence of service quality on customer satisfac-tion application of SERVQUAL model. International Journal of Business and Management, 5(4), 117.
Sekaran, U. (2006). Research methods for business: A skill building approach. John Wiley & Sons, Ltd.
Sharif, M. (2011). Factors of e-commerce adoption and its effects on e-business strategy in the Kingdom of Saudi Arabia.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of Site Quality on Repurchase Intention in Internet Shopping through Mediating Variables: The Case of University Students in South Korea. International Journal of In-formation Management, 33, 453-463.doi.org/10.1016/j.ijinfomgt.2013.02.003
Sorum, H., Andersen, K., & Vatrapu, R. (2012). Public websites and human-computer interaction: An empirical study of measurement of website quality and user satisfaction. Behavior & Information Technology, 31(7), 697-706. doi: 10.1080/0144929X.2011.577191
Susanti, V., Sumarwan, U., Simanjuntak, M., & Yusuf, E.Z. (2019). How to manage customer satisfaction through brand association and perceived value strategy. Journal of Management and Marketing Review, 4(3), 184–193.
Tabachnick, B.G., & Fidel, L.S. (2000). Using Multivariate Statistics. 4th ed., Harper Collins, New York, NY.
Teo, T.S.H., Srivastava, S.C., & Jiang, L. (2008). Trust and electronic government success: an empirical study. Journal of Management Information Systems, 25(3), 99-132.
Toor, A. (2016). The impact of e-banking on customer satisfaction: Evidence from banking sector of Pakistan. Interna-tional journal of trends in business administration, 5, 27–40.
Umair Akram, Peng Hui, Muhammad Kaleem Khan, Yasir Tanveer, Khalid Mehmood, Wasim Ahmad (2018). How web-site quality affects online impulse buying: Moderating effects of sales promotion and credit card use, Asia Pacific Journal of Marketing and Logistics, 30(1), 235-256. https://doi.org/10.1108/APJML-04-2017-0073/
Wolfinbarger, M., & Gilly, M.C. (2003). eTailQ: dimensionalizing, measuring and predicting retail quality. Journal of Re-tailing, 79, 183-198.