How to cite this paper
Alkhaibari, M., Albarq, A., Elrayah, M., Moustafa, M., Ghaleb, M & Abbas, A. (2023). The impact of e-banking service quality on the sustainable customer satisfaction: Evidence from the Saudi Arabia commercial banking sector.International Journal of Data and Network Science, 7(3), 1153-1164.
Refrences
Abdulhadi, R. A., & Ahmad, S. (2021). Internet Banking in Saudi Arabia. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(13), 673-684.
Abdullai, H. M., & Nyaoga, R. B. (2017). Effect of automated teller machines usage on operational performance of Commercial Banks in Nakuru County, Kenya. International Journal of Economics, Finance and Management Sciences, 5(3), 162-167.
Abor, J. (2005). Technological innovations and banking in Ghana: an evaluation of customers' perceptions. IFE Psychologia: An International Journal, 13(1), 170-187.
Abualsauod, E. H., & Othman, A. M. (2020). A study of the effects of online banking quality gaps on customers’ perception in Saudi Arabia. Journal of King Saud University-Engineering Sciences, 32(8), 536-542.
Albarq, A. N. (2021). The Effect of Brand Perceptions on Repurchase When Using the E-commerce Website for Shopping. Jindal Journal of Business Research, 10(1), 77-89.
Albarq, A. N. (2021). Effect of Web atmospherics and satisfaction on purchase behavior: stimulus–organism–response model. Future Business Journal, 7(1), 1-8.
Albarq, A. N. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. Administrative Sciences, 13(3), 90.
Ajina, A. S. (2019). The perceived value of social media marketing: An empirical study of online word-of-mouth in Saudi Arabian context. Entrepreneurship and Sustainability Issues, 6(3), 1512.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
Akman, I., & Mishra, A. (2017). Factors influencing consumer intention in social commerce adoption. Information Technology & People, 30(2), 356-370.
Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Tamilmani, K., & Dwivedi, Y. K. (2018). Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust. Technology in Society, 55, 100-110.
Alghamdi, A., Elbeltagi, I., Elsetouhi, A., & Yacine Haddoud, M. (2018). Antecedents of continuance intention of using Internet banking in Saudi Arabia: A new integrated model. Strategic Change, 27(3), 231-243.
AlGhamdi, R., Drew, S., & AlFaraj, O. (2011). Issues influencing Saudi customers’ decisions to purchase from online retailers in the KSA: a qualitative analysis. European Journal of Scientific Research, 55(4), 580-593.
Ali, A., & Salameh, A. A. (2023). PAYMENT AND SETTLEMENT SYSTEM IN SAuDI ARABIA: A MuLTIDIMENSIONAL STuDY.
Anyasi, F., & Otubu, P. (2009). Mobile phone technology in banking system: Its economic effect. Research Journal of Information Technology, 1(1), 1-5.
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38-52.
Bakri, A. A. A. (2017). The impact of social media adoption on competitive advantage in the small and medium enterprises. International Journal of Business Innovation and Research, 13(2), 255-269.
Barnes, S. J., & Corbitt, B. (2003). Mobile banking: concept and potential. International journal of mobile Communications, 1(3), 273-288.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service-quality puzzle. Business horizons, 31(5), 35-43.
Chaimaa, B., Najib, E., & Rachid, H. (2021). E-banking Overview: Concepts, Challenges and Solutions. Wireless Personal Communications, 117(2), 1059-1078.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management.
Ghali, Z. (2021). Motives of customers’e-loyalty towards e-banking services: a study in Saudi Arabia. Journal of Decision Systems, 30(2-3), 172-193.
Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483-1492.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hanaysha, J. R., Al-Shaikh, M. E., Joghee, S., & Alzoubi, H. M. (2022). Impact of innovation capabilities on business sustainability in small and medium enterprises. FIIB Business Review, 11(1), 67-78.
HASSAN, M.-U., KHAN, M. N., AMIN, M. F. B., & KHOKHAR, I. (2018). Measuring the Performance of Islamic Banks in Saudi Arabia. International Journal of Economics & Management, 12(1).
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23, 563-567.
Hilliard, T. W., & Baloglu, S. (2008). Safety and security as part of the hotel servicescape for meeting planners. Paper presented at the Journal of Convention & Event Tourism.
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54(1), 122-132.
Jehan, S. N., & Ansari, Z. A. (2018). Internet banking adoption in Saudi Arabia: An empirical study. International Journal of Marketing Studies, 10(3), 57-72.
Johnson, M. D., & Nilsson, L. (2003). The importance of reliability and customization from goods to services. Quality Management Journal, 10(1), 8-19.
Johnson, R. L., Tsiros, M., & Lancioni, R. A. (1995). Measuring service quality: a systems approach. Journal of services marketing.
Keskin, O. F., Caramancion, K. M., Tatar, I., Raza, O., & Tatar, U. (2021). Cyber third-party risk management: A comparison of non-intrusive risk scoring reports. Electronics, 10(10), 1168.
Laukkanen, T., & Lauronen, J. (2005). Consumer value creation in mobile banking services. International journal of mobile Communications, 3(4), 325-338.
Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287-303.
Madani, W., & Faleel, J. (2021). ATM BANKING BEHAVIOR IN SAUDI ARABIA. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(13), 40-48.
Maddern, H., Maull, R., Smart, A., & Baker, P. (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management.
Mishra, V., & Singh, V. (2015). Selection of appropriate electronic banking channel alternative: Critical analysis using analytical hierarchy process. International Journal of Bank Marketing, 33(3), 223-242.
Mmutle, T., & Shonhe, L. (2017). Customers’ perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3), 1-25.
Mustapha, B., & Obid, S. N. B. S. (2015). Tax service quality: The mediating effect of perceived ease of use of the online tax system. Procedia-Social and Behavioral Sciences, 172, 2-9.
Muzafar, S., & Jhanjhi, N. (2020). Success stories of ICT implementation in Saudi Arabia. In Employing Recent Technologies for Improved Digital Governance (pp. 151-163): IGI Global.
Nawrocki, T. (2011). Data security in a tech-crazed world. Journal of Financial Planning, 24(7), 20.
Ngai, E. W., & Gunasekaran, A. (2007). A review for mobile commerce research and applications. Decision Support Systems, 43(1), 3-15.
Nochai, R., & Nochai, T. (2013). The impact of internet banking service on customer satisfaction in Thailand: A case study in Bangkok. International Journal of Humanities and Management Sciences (IJHMS), 1(1), 101-105.
Nupur, J. M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International review of business research papers, 6(4), 145-156.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of services marketing, 20(1), 59-72.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335-364.
Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants. International journal of quality and service sciences, 1(1), 78-95.
Samat, N., Ramayah, T., & Mat Saad, N. (2006). TQM practices, service quality, and market orientation: Some empirical evidence from a developing country. Management research news, 29(11), 713-728.
Sari, A., Lekidis, A., & Butun, I. (2020). Industrial networks and IIoT: Now and future trends. Industrial IoT: Challenges, Design Principles, Applications, and Security, 3-55.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., . . . WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Singh, J., & Kaur, G. (2011). Customer satisfaction and universal banks: an empirical study. International Journal of Commerce and Management, 21(4), 327-348.
Sullivan, M. J., Suddeth, B. N., Vardell, T., & Vojdani, A. (1996). Interruption costs, customer satisfaction and expectations for service reliability. IEEE Transactions on Power Systems, 11(2), 989-995.
Sun, W., & Pang, J. (2017). Service quality and global competitiveness: evidence from global service firms. Journal of Service Theory and Practice, 27(6), 1058-1080.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of applied psychology, 88(1), 179.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Thompson, M. C. (2017). ‘Saudi vision 2030’: A viable response to youth aspirations and concerns? Asian Affairs, 48(2), 205-221.
Toor, A., Hunain, M., Hussain, T., Ali, S., & Shahid, A. (2016). The impact of e-banking on customer satisfaction: Evidence from banking sector of Pakistan. Journal of Business Administration Research, 5(2), 27-40.
Trivedi, K., Trivedi, P., & Goswami, V. (2018). Sustainable marketing strategies: Creating business value by meeting consumer expectation. International Journal of Management, Economics and Social Sciences (IJMESS), 7(2), 186-205.
Wachira, E. W. (2013). The effect of technological innovation on the financial performance of commercial banks in Kenya. University of Nairobi,
Wang, Y., & Lo, H. P. (2002). Service quality, customer satisfaction and behavior intentions: Evidence from China’s telecommunication industry. info, 4(6), 50-60.
Yi, W. (2014). The Impact of Internet Banking Service Quality on Customers’ Satisfaction: A Case study of Industrial and Commercial Bank of China in KunMing, The People’s Republic of China. AU-GSB e-journal, 7(2).
Yoo, D. K., & Park, J. A. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management.
Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-Social and Behavioral Sciences, 40, 441-445.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of ser-vice. Journal of the academy of Marketing Science, 21, 1-12.
Abdullai, H. M., & Nyaoga, R. B. (2017). Effect of automated teller machines usage on operational performance of Commercial Banks in Nakuru County, Kenya. International Journal of Economics, Finance and Management Sciences, 5(3), 162-167.
Abor, J. (2005). Technological innovations and banking in Ghana: an evaluation of customers' perceptions. IFE Psychologia: An International Journal, 13(1), 170-187.
Abualsauod, E. H., & Othman, A. M. (2020). A study of the effects of online banking quality gaps on customers’ perception in Saudi Arabia. Journal of King Saud University-Engineering Sciences, 32(8), 536-542.
Albarq, A. N. (2021). The Effect of Brand Perceptions on Repurchase When Using the E-commerce Website for Shopping. Jindal Journal of Business Research, 10(1), 77-89.
Albarq, A. N. (2021). Effect of Web atmospherics and satisfaction on purchase behavior: stimulus–organism–response model. Future Business Journal, 7(1), 1-8.
Albarq, A. N. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. Administrative Sciences, 13(3), 90.
Ajina, A. S. (2019). The perceived value of social media marketing: An empirical study of online word-of-mouth in Saudi Arabian context. Entrepreneurship and Sustainability Issues, 6(3), 1512.
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170-192.
Akman, I., & Mishra, A. (2017). Factors influencing consumer intention in social commerce adoption. Information Technology & People, 30(2), 356-370.
Alalwan, A. A., Baabdullah, A. M., Rana, N. P., Tamilmani, K., & Dwivedi, Y. K. (2018). Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust. Technology in Society, 55, 100-110.
Alghamdi, A., Elbeltagi, I., Elsetouhi, A., & Yacine Haddoud, M. (2018). Antecedents of continuance intention of using Internet banking in Saudi Arabia: A new integrated model. Strategic Change, 27(3), 231-243.
AlGhamdi, R., Drew, S., & AlFaraj, O. (2011). Issues influencing Saudi customers’ decisions to purchase from online retailers in the KSA: a qualitative analysis. European Journal of Scientific Research, 55(4), 580-593.
Ali, A., & Salameh, A. A. (2023). PAYMENT AND SETTLEMENT SYSTEM IN SAuDI ARABIA: A MuLTIDIMENSIONAL STuDY.
Anyasi, F., & Otubu, P. (2009). Mobile phone technology in banking system: Its economic effect. Research Journal of Information Technology, 1(1), 1-5.
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38-52.
Bakri, A. A. A. (2017). The impact of social media adoption on competitive advantage in the small and medium enterprises. International Journal of Business Innovation and Research, 13(2), 255-269.
Barnes, S. J., & Corbitt, B. (2003). Mobile banking: concept and potential. International journal of mobile Communications, 1(3), 273-288.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). The service-quality puzzle. Business horizons, 31(5), 35-43.
Chaimaa, B., Najib, E., & Rachid, H. (2021). E-banking Overview: Concepts, Challenges and Solutions. Wireless Personal Communications, 117(2), 1059-1078.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management.
Ghali, Z. (2021). Motives of customers’e-loyalty towards e-banking services: a study in Saudi Arabia. Journal of Decision Systems, 30(2-3), 172-193.
Grissemann, U. S., & Stokburger-Sauer, N. E. (2012). Customer co-creation of travel services: The role of company support and customer satisfaction with the co-creation performance. Tourism Management, 33(6), 1483-1492.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hanaysha, J. R., Al-Shaikh, M. E., Joghee, S., & Alzoubi, H. M. (2022). Impact of innovation capabilities on business sustainability in small and medium enterprises. FIIB Business Review, 11(1), 67-78.
HASSAN, M.-U., KHAN, M. N., AMIN, M. F. B., & KHOKHAR, I. (2018). Measuring the Performance of Islamic Banks in Saudi Arabia. International Journal of Economics & Management, 12(1).
Hassan, R. S., Nawaz, A., Lashari, M. N., & Zafar, F. (2015). Effect of customer relationship management on customer satisfaction. Procedia Economics and Finance, 23, 563-567.
Hilliard, T. W., & Baloglu, S. (2008). Safety and security as part of the hotel servicescape for meeting planners. Paper presented at the Journal of Convention & Event Tourism.
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54(1), 122-132.
Jehan, S. N., & Ansari, Z. A. (2018). Internet banking adoption in Saudi Arabia: An empirical study. International Journal of Marketing Studies, 10(3), 57-72.
Johnson, M. D., & Nilsson, L. (2003). The importance of reliability and customization from goods to services. Quality Management Journal, 10(1), 8-19.
Johnson, R. L., Tsiros, M., & Lancioni, R. A. (1995). Measuring service quality: a systems approach. Journal of services marketing.
Keskin, O. F., Caramancion, K. M., Tatar, I., Raza, O., & Tatar, U. (2021). Cyber third-party risk management: A comparison of non-intrusive risk scoring reports. Electronics, 10(10), 1168.
Laukkanen, T., & Lauronen, J. (2005). Consumer value creation in mobile banking services. International journal of mobile Communications, 3(4), 325-338.
Lehtinen, U., & Lehtinen, J. R. (1991). Two approaches to service quality dimensions. Service Industries Journal, 11(3), 287-303.
Madani, W., & Faleel, J. (2021). ATM BANKING BEHAVIOR IN SAUDI ARABIA. PalArch's Journal of Archaeology of Egypt/Egyptology, 18(13), 40-48.
Maddern, H., Maull, R., Smart, A., & Baker, P. (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management.
Mishra, V., & Singh, V. (2015). Selection of appropriate electronic banking channel alternative: Critical analysis using analytical hierarchy process. International Journal of Bank Marketing, 33(3), 223-242.
Mmutle, T., & Shonhe, L. (2017). Customers’ perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3), 1-25.
Mustapha, B., & Obid, S. N. B. S. (2015). Tax service quality: The mediating effect of perceived ease of use of the online tax system. Procedia-Social and Behavioral Sciences, 172, 2-9.
Muzafar, S., & Jhanjhi, N. (2020). Success stories of ICT implementation in Saudi Arabia. In Employing Recent Technologies for Improved Digital Governance (pp. 151-163): IGI Global.
Nawrocki, T. (2011). Data security in a tech-crazed world. Journal of Financial Planning, 24(7), 20.
Ngai, E. W., & Gunasekaran, A. (2007). A review for mobile commerce research and applications. Decision Support Systems, 43(1), 3-15.
Nochai, R., & Nochai, T. (2013). The impact of internet banking service on customer satisfaction in Thailand: A case study in Bangkok. International Journal of Humanities and Management Sciences (IJHMS), 1(1), 101-105.
Nupur, J. M. (2010). E-banking and customers’ satisfaction in Bangladesh: An analysis. International review of business research papers, 6(4), 145-156.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of services marketing, 20(1), 59-72.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Perceived service quality as a customer‐based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30(3), 335-364.
Qin, H., & Prybutok, V. R. (2009). Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants. International journal of quality and service sciences, 1(1), 78-95.
Samat, N., Ramayah, T., & Mat Saad, N. (2006). TQM practices, service quality, and market orientation: Some empirical evidence from a developing country. Management research news, 29(11), 713-728.
Sari, A., Lekidis, A., & Butun, I. (2020). Industrial networks and IIoT: Now and future trends. Industrial IoT: Challenges, Design Principles, Applications, and Security, 3-55.
Sasono, I., JUBAEDI, A. D., NOVITASARI, D., WIYONO, N., RIYANTO, R., OKTABRIANTO, O., . . . WARUWU, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
Singh, J., & Kaur, G. (2011). Customer satisfaction and universal banks: an empirical study. International Journal of Commerce and Management, 21(4), 327-348.
Sullivan, M. J., Suddeth, B. N., Vardell, T., & Vojdani, A. (1996). Interruption costs, customer satisfaction and expectations for service reliability. IEEE Transactions on Power Systems, 11(2), 989-995.
Sun, W., & Pang, J. (2017). Service quality and global competitiveness: evidence from global service firms. Journal of Service Theory and Practice, 27(6), 1058-1080.
Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. Journal of applied psychology, 88(1), 179.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Thompson, M. C. (2017). ‘Saudi vision 2030’: A viable response to youth aspirations and concerns? Asian Affairs, 48(2), 205-221.
Toor, A., Hunain, M., Hussain, T., Ali, S., & Shahid, A. (2016). The impact of e-banking on customer satisfaction: Evidence from banking sector of Pakistan. Journal of Business Administration Research, 5(2), 27-40.
Trivedi, K., Trivedi, P., & Goswami, V. (2018). Sustainable marketing strategies: Creating business value by meeting consumer expectation. International Journal of Management, Economics and Social Sciences (IJMESS), 7(2), 186-205.
Wachira, E. W. (2013). The effect of technological innovation on the financial performance of commercial banks in Kenya. University of Nairobi,
Wang, Y., & Lo, H. P. (2002). Service quality, customer satisfaction and behavior intentions: Evidence from China’s telecommunication industry. info, 4(6), 50-60.
Yi, W. (2014). The Impact of Internet Banking Service Quality on Customers’ Satisfaction: A Case study of Industrial and Commercial Bank of China in KunMing, The People’s Republic of China. AU-GSB e-journal, 7(2).
Yoo, D. K., & Park, J. A. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management.
Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-Social and Behavioral Sciences, 40, 441-445.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of ser-vice. Journal of the academy of Marketing Science, 21, 1-12.