How to cite this paper
Sleimi, M., Musleh, M & Qubbaj, I. (2020). E-Banking services quality and customer loyalty: The moderating effect of customer service satisfaction: Empirical evidence from the UAE banking sector.Management Science Letters , 10(15), 3663-3674.
Refrences
Abuhjeeleh, M., Shamout, M. D., Sleimi, M. T., & Harazneh, I. (2019). Destination Marketing for Expatriates: A Case Study in Northern Cyprus. African Journal of Hospitality, Tourism and Leisure, 8(3), 201–219.
Agbloyor, E. K., Abor, J. Y., Adjasi, C. K. D., & Yawson, A. (2014). Private capital flows and economic growth in Africa: The role of domestic financial markets. Journal of International Financial Markets, Institutions and Money, 30, 137–152.
Al-Hawary, S. I. S., Al-Smeran, W. F., & others. (2017). Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sci-ences, 7(1), 170–188.
Albalawi, A. S., Naugton, S., Elayan, M. B., & Sleimi, M. T. (2019). Perceived Organizational Support, Alternative Job Opportunity, Organizational Commitment, Job Satisfaction and Turnover Intention: A Moderated-mediated Model. Organizacija, 52(4), 310–324.
AlSudairi, M. A. T. (2016). E-service quality strategy: Achieving customer satisfaction in online banking. Journal of The-oretical and Applied Information Technology, 38(1), 6–24.
Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23(2), 153–175. https://doi.org/10.1108/02652320510584395
Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students. Pal-grave macmillan.
Cowling, A., & Newman, K. (1995). Banking on people: TQM, service quality and human resources. Personnel Review, 24(7), 25–40.
Coyne, J. C., & DeLongis, A. (1986). Going beyond social support: The role of social relationships in adaptation. Journal of Consulting and Clinical Psychology, 54(4), 454.
Dauda, S. Y., & Lee, J. (2016). Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank cus-tomers. International Journal of Bank Marketing, 34(6), 841–867.
Dixit, N., & Datta, S. K. (2010). Customers perception on internet banking and their impact on customer satisfaction and loyalty: A study in Indian context. Journal of Computing, 2(7), 131–135.
Dufwenberg, M. (2015). Banking on experiments? Journal of Economic Studies, 42(6), 943–971. https://doi.org/10.1108/JES-08-2015-0145
F. Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106–121.
Forsythe, P. J. (2016). Construction service quality and satisfaction for a targeted housing customer. Engineering, Con-struction and Architectural Management, 23(3), 323–348. https://doi.org/10.1108/ECAM-05-2015-0076
Fraering, M., & S. Minor, M. (2013). Beyond loyalty: customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334–344.
Hair, Joe F, Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair, Joseph F, Ringle, C. M., & Sarstedt, M. (2013). Editorial-partial least squares structural equation modeling: Rigor-ous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135.
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statis-tics, 28(2), 565–580.
Hulland, J., & of Business, R. I. S. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195–204.
Hussien, M. I., & El Aziz, R. A. (2013). Investigating e-banking service quality in one of Egypt’s banks: A stakeholder analysis. TQM Journal, 25(5), 557–576. https://doi.org/10.1108/TQM-11-2012-0086
Ismail Hussien, M., & Abd El Aziz, R. (2013). Investigating e-banking service quality in one of Egypts banks: a stake-holder analysis. The TQM Journal, 25(5), 557–576.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25–38.
Jakobowicz, E. (2006). Understanding PLS path modeling parameters estimates: a study based on Monte Carlo simulation and customer satisfaction surveys. COMPSTAT 2006, 17th Symposium on Computational Statistics, Rome, 721–728.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction. Internation-al Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/ijbm-04-2016-0051
Katiyar, R., & Badola, S. (2018). Modelling the barriers to online banking in the Indian scenario: an ISM approach. Jour-nal of Modelling in Management, 13(3), 550–569. https://doi.org/10.1108/JM2-01-2018-0006
Kotler, P., & Keller, K. (2012). Dirección de marketing (Decimocuarta ed.). Naucalpan de Juárez: Pearson Education.
Lee, J. (Jiyeon), Patterson, P. G., & Ngo, L. V. (2017). In pursuit of service productivity and customer satisfaction: the role of resources. European Journal of Marketing, 51(11–12), 1836–1855. https://doi.org/10.1108/EJM-07-2016-0385
Luz, C. M. D. R., de Paula, S. L., & de Oliveira, L. M. B. (2018). Organizational commitment, job satisfaction and their possible influences on intent to turnover. REGE Revista de Gest{ã}o, 25(1), 84–101.
Mäenpää, K. (2006). Clustering the consumers on the basis of their perceptions of the Internet banking services. Internet Research, 16(3), 304–322.
Mansumitrchai, S., & Chiu, C. (2012). Adoptation of Internet banking in UAE: factors underlying adoption characteristics. International Journal of Management and Marketing Research, 5(1), 103–115.
Mishra, H. G., Sinha, P. K., & Koul, S. (2017). Customer dependence and customer loyalty in traditional and modern for-mat stores. Journal of Indian Business Research, 9(1), 59–78. https://doi.org/10.1108/JIBR-12-2015-0126
Nitzl, C. (2016). The use of partial least squares structural equation modelling (PLS-SEM) in management accounting re-search: Directions for future theory development. Journal of Accounting Literature, 37, 19–35.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
Palmer, S. L., Armstrong, C., Onar-Thomas, A., Wu, S., Wallace, D., Bonner, M. J., … others. (2013). Processing speed, attention, and working memory after treatment for medulloblastoma: an international, prospective, and longitudinal study. Journal of Clinical Oncology, 31(28), 3494.
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115.
Sekaran, U. (2006). Research methods for business: A skill building approach. John Wiley & Sons.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. International Journal of Bank Marketing, IJBM-03-2018-0063. https://doi.org/10.1108/IJBM-03-2018-0063
Siu, N. Y.-M., & Mou, J. C.-W. (2005). Measuring service quality in internet banking: the case of Hong Kong. Journal of International Consumer Marketing, 17(4), 99–116.
Sleimi, M. (2020). Effects of risk management practices on banks’ performance: An empirical study of the Jordanian banks. Management Science Letters, 10(2), 489–496.
Sleimi, M. T., & Davut, S. (2015). Intrinsic and Extrinsic Motivation: Pivotal Role in Bank Tellers Satisfaction and Per-formance: Case Study of Palestinian Local Banks. International Journal of Business and Social Science, 6(11), 127–136.
Sleimi, M. T., & Emeagwali, O. L. (2017). Do employee attitudes mediate the relationship between strategic human re-source management practices and organizational effectiveness? A SEM based investigation using SMART-PLS soft-ware. Business and Economic Horizons (BEH), 13(1232-2017–2403), 42.
Sleimi, M. T., Karam, A. A., & Qubbaj, I. S. (2018). The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan. Journal of Al-Quds Open University for Ad-ministrative & Economic Research, 3(9).
Stamenkov, G., & Dika, Z. (2015). A sustainable e-service quality model. Journal of Service Theory and Practice, 25(4), 414–442.
Tan, L. H., Chew, B. C., & Hamid, S. R. (2017). Service quality implementation in shaping sustainable banking operating system: A case study of Maybank Group. Qualitative Research in Financial Markets, 9(4), 359–381.
Tang, G., Yu, B., Cooke, F. L., & Chen, Y. (2017). High-performance work system and employee creativity: The roles of perceived organisational support and devolved management. Personnel Review, 46(7), 1318–1334.
van Esterik-Plasmeijer, P. W. J., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. Interna-tional Journal of Bank Marketing, 35(1), 97–111.
Wong, K. K.-K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Mar-keting Bulletin, 24(1), 1–32.
Wong, K. K. K., & Kwong, K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using Smart PLS. Marketing Buletin.
Yaseen, S. G., & El Qirem, I. A. (2018). Intention to use e-banking services in the Jordanian commercial banks. Interna-tional Journal of Bank Marketing, 36(3), 557–571. https://doi.org/10.1108/IJBM-05-2017-0082
Agbloyor, E. K., Abor, J. Y., Adjasi, C. K. D., & Yawson, A. (2014). Private capital flows and economic growth in Africa: The role of domestic financial markets. Journal of International Financial Markets, Institutions and Money, 30, 137–152.
Al-Hawary, S. I. S., Al-Smeran, W. F., & others. (2017). Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sci-ences, 7(1), 170–188.
Albalawi, A. S., Naugton, S., Elayan, M. B., & Sleimi, M. T. (2019). Perceived Organizational Support, Alternative Job Opportunity, Organizational Commitment, Job Satisfaction and Turnover Intention: A Moderated-mediated Model. Organizacija, 52(4), 310–324.
AlSudairi, M. A. T. (2016). E-service quality strategy: Achieving customer satisfaction in online banking. Journal of The-oretical and Applied Information Technology, 38(1), 6–24.
Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing, 23(2), 153–175. https://doi.org/10.1108/02652320510584395
Collis, J., & Hussey, R. (2013). Business research: A practical guide for undergraduate and postgraduate students. Pal-grave macmillan.
Cowling, A., & Newman, K. (1995). Banking on people: TQM, service quality and human resources. Personnel Review, 24(7), 25–40.
Coyne, J. C., & DeLongis, A. (1986). Going beyond social support: The role of social relationships in adaptation. Journal of Consulting and Clinical Psychology, 54(4), 454.
Dauda, S. Y., & Lee, J. (2016). Quality of service and customer satisfaction: a conjoint analysis for the Nigerian bank cus-tomers. International Journal of Bank Marketing, 34(6), 841–867.
Dixit, N., & Datta, S. K. (2010). Customers perception on internet banking and their impact on customer satisfaction and loyalty: A study in Indian context. Journal of Computing, 2(7), 131–135.
Dufwenberg, M. (2015). Banking on experiments? Journal of Economic Studies, 42(6), 943–971. https://doi.org/10.1108/JES-08-2015-0145
F. Hair Jr, J., Sarstedt, M., Hopkins, L., & G. Kuppelwieser, V. (2014). Partial least squares structural equation modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106–121.
Forsythe, P. J. (2016). Construction service quality and satisfaction for a targeted housing customer. Engineering, Con-struction and Architectural Management, 23(3), 323–348. https://doi.org/10.1108/ECAM-05-2015-0076
Fraering, M., & S. Minor, M. (2013). Beyond loyalty: customer satisfaction, loyalty, and fortitude. Journal of Services Marketing, 27(4), 334–344.
Hair, Joe F, Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139–152.
Hair, Joseph F, Ringle, C. M., & Sarstedt, M. (2013). Editorial-partial least squares structural equation modeling: Rigor-ous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135.
Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statis-tics, 28(2), 565–580.
Hulland, J., & of Business, R. I. S. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic Management Journal, 20(2), 195–204.
Hussien, M. I., & El Aziz, R. A. (2013). Investigating e-banking service quality in one of Egypt’s banks: A stakeholder analysis. TQM Journal, 25(5), 557–576. https://doi.org/10.1108/TQM-11-2012-0086
Ismail Hussien, M., & Abd El Aziz, R. (2013). Investigating e-banking service quality in one of Egypts banks: a stake-holder analysis. The TQM Journal, 25(5), 557–576.
Jain, S. K., & Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29(2), 25–38.
Jakobowicz, E. (2006). Understanding PLS path modeling parameters estimates: a study based on Monte Carlo simulation and customer satisfaction surveys. COMPSTAT 2006, 17th Symposium on Computational Statistics, Rome, 721–728.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction. Internation-al Journal of Bank Marketing, 35(3), 411–430. https://doi.org/10.1108/ijbm-04-2016-0051
Katiyar, R., & Badola, S. (2018). Modelling the barriers to online banking in the Indian scenario: an ISM approach. Jour-nal of Modelling in Management, 13(3), 550–569. https://doi.org/10.1108/JM2-01-2018-0006
Kotler, P., & Keller, K. (2012). Dirección de marketing (Decimocuarta ed.). Naucalpan de Juárez: Pearson Education.
Lee, J. (Jiyeon), Patterson, P. G., & Ngo, L. V. (2017). In pursuit of service productivity and customer satisfaction: the role of resources. European Journal of Marketing, 51(11–12), 1836–1855. https://doi.org/10.1108/EJM-07-2016-0385
Luz, C. M. D. R., de Paula, S. L., & de Oliveira, L. M. B. (2018). Organizational commitment, job satisfaction and their possible influences on intent to turnover. REGE Revista de Gest{ã}o, 25(1), 84–101.
Mäenpää, K. (2006). Clustering the consumers on the basis of their perceptions of the Internet banking services. Internet Research, 16(3), 304–322.
Mansumitrchai, S., & Chiu, C. (2012). Adoptation of Internet banking in UAE: factors underlying adoption characteristics. International Journal of Management and Marketing Research, 5(1), 103–115.
Mishra, H. G., Sinha, P. K., & Koul, S. (2017). Customer dependence and customer loyalty in traditional and modern for-mat stores. Journal of Indian Business Research, 9(1), 59–78. https://doi.org/10.1108/JIBR-12-2015-0126
Nitzl, C. (2016). The use of partial least squares structural equation modelling (PLS-SEM) in management accounting re-search: Directions for future theory development. Journal of Accounting Literature, 37, 19–35.
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: years 2000-2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29.
Palmer, S. L., Armstrong, C., Onar-Thomas, A., Wu, S., Wallace, D., Bonner, M. J., … others. (2013). Processing speed, attention, and working memory after treatment for medulloblastoma: an international, prospective, and longitudinal study. Journal of Clinical Oncology, 31(28), 3494.
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115.
Sekaran, U. (2006). Research methods for business: A skill building approach. John Wiley & Sons.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. International Journal of Bank Marketing, IJBM-03-2018-0063. https://doi.org/10.1108/IJBM-03-2018-0063
Siu, N. Y.-M., & Mou, J. C.-W. (2005). Measuring service quality in internet banking: the case of Hong Kong. Journal of International Consumer Marketing, 17(4), 99–116.
Sleimi, M. (2020). Effects of risk management practices on banks’ performance: An empirical study of the Jordanian banks. Management Science Letters, 10(2), 489–496.
Sleimi, M. T., & Davut, S. (2015). Intrinsic and Extrinsic Motivation: Pivotal Role in Bank Tellers Satisfaction and Per-formance: Case Study of Palestinian Local Banks. International Journal of Business and Social Science, 6(11), 127–136.
Sleimi, M. T., & Emeagwali, O. L. (2017). Do employee attitudes mediate the relationship between strategic human re-source management practices and organizational effectiveness? A SEM based investigation using SMART-PLS soft-ware. Business and Economic Horizons (BEH), 13(1232-2017–2403), 42.
Sleimi, M. T., Karam, A. A., & Qubbaj, I. S. (2018). The Impact of E-Banking Services Quality on Customers Satisfaction Moderated by Customer Trust: Survey on Arab Bank in Amman, Jordan. Journal of Al-Quds Open University for Ad-ministrative & Economic Research, 3(9).
Stamenkov, G., & Dika, Z. (2015). A sustainable e-service quality model. Journal of Service Theory and Practice, 25(4), 414–442.
Tan, L. H., Chew, B. C., & Hamid, S. R. (2017). Service quality implementation in shaping sustainable banking operating system: A case study of Maybank Group. Qualitative Research in Financial Markets, 9(4), 359–381.
Tang, G., Yu, B., Cooke, F. L., & Chen, Y. (2017). High-performance work system and employee creativity: The roles of perceived organisational support and devolved management. Personnel Review, 46(7), 1318–1334.
van Esterik-Plasmeijer, P. W. J., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. Interna-tional Journal of Bank Marketing, 35(1), 97–111.
Wong, K. K.-K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Mar-keting Bulletin, 24(1), 1–32.
Wong, K. K. K., & Kwong, K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using Smart PLS. Marketing Buletin.
Yaseen, S. G., & El Qirem, I. A. (2018). Intention to use e-banking services in the Jordanian commercial banks. Interna-tional Journal of Bank Marketing, 36(3), 557–571. https://doi.org/10.1108/IJBM-05-2017-0082