• Artificial Intelligence-based Public Healthcare Systems: G2G Knowledge-based Exchange to Enhance the Decision-making Process

      Nasseef, O.A.; Baabdullah, A.M.; Alalwan, A.A.; Lal, Banita; Dwivedi, Y.K. (2021)
      With the rapid evolution of data over the last few years, many new technologies have arisen with artificial intelligent (AI) technologies at the top. Artificial intelligence (AI), with its infinite power, holds the potential to transform patient healthcare. Given the gaps revealed by the 2020 COVID-19 pandemic in healthcare systems, this research investigates the effects of using an artificial intelligence-driven public healthcare framework to enhance the decision-making process using an extended model of Shaft and Vessey (2006) cognitive fit model in healthcare organizations in Saudi Arabia. The model was validated based on empirical data collected using an online questionnaire distributed to healthcare organizations in Saudi Arabia. The main sample participants were healthcare CEOs, senior managers/managers, doctors, nurses, and other relevant healthcare practitioners under the MoH involved in the decision-making process relating to COVID-19. The measurement model was validated using SEM analyses. Empirical results largely supported the conceptual model proposed as all research hypotheses are significantly approved. This study makes several theoretical contributions. For example, it expands the theoretical horizon of Shaft and Vessey's (2006) CFT by considering new mechanisms, such as the inclusion of G2G Knowledge-based Exchange in addition to the moderation effect of Experience-based decision-making (EDBM) for enhancing the decision-making process related to the COVID-19 pandemic. More discussion regarding research limitations and future research directions are provided as well at the end of this study.
    • Consumer Adoption of Self-Service Technologies in the Context of the Jordanian Banking Industry: Examining the Moderating Role of Channel Types

      Baabdullah, A.M.; Rana, Nripendra P.; Alalwan, A.A.; Islam, R.; Patil, P.; Dwivedi, Y.K. (2019)
      This study aimed to examine the key factors predicting Jordanian consumers’ intentions and usage of three types of self-service banking technologies. This study also sought to test if the impacts of these main predictors could be moderated by channel type. This study proposed a conceptual model by integrating factors from the unified theory of acceptance and use of technology (UTAUT), along with perceived risk. The required data were collected from a convenience sample of Jordanian banking customers using a survey questionnaire. The statistical results strongly support the significant influence of performance expectancy, social influence, and perceived risk on customer intentions for the three types of SSTs examined. The results of the X2 differences test also indicate that there are significant differences in the influence of the main predictors due to the moderating effect of channel type. One of the key contributions of this study is that three types of SSTs were tested in a single study, which had not been done before, leading to the identification of the factors common to all three types, as well as the salient factors unique to each type.
    • Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model

      Baabdullah, A.M.; Alalwan, A.A.; Rana, Nripendra P.; Kizgin, Hatice; Patil, P. (2019-02)
      Mobile banking is one of the most promising technologies that has emerged in recent years and could prove to have considerable value to both banks and customers. Thus, this study recognises the need to test the main factors that could predict the use of mobile banking as well as how using such a system could contribute to both customer satisfaction and customer loyalty. The conceptual model of this study combines two models (i.e. UTAUT2 and the D&M IS Success Model). A questionnaire survey was conducted to collect the required data from convenience sampling of Saudi bank customers. The main factors – performance expectancy, price value, facilitating conditions, hedonic motivation, habit, system quality and service quality – were found to have a significant impact on actual use behaviour. This study was cross-sectional, therefore future studies should implement longitudinal studies in order to re-collect the findings. Further, this study adopted convenience sampling of Saudi M-Banking users. This may adversely impact the issue of generalisability to the whole population. The gap in the M-Banking literature in Saudi Arabia would be bridged by proposing a comprehensive conceptual model that scrupulously clarifies the use of M-Banking from the perspective of Saudi users. Furthermore, this study would consider the adoption of numeric data in order to inferentially analyse them using SEM. This in turn would assist in generalising the findings to the whole Saudi population.
    • Et-moone and marketing relationship governance: The effect of digital transformation and ICT during the COVID-19 pandemic

      Alalwan, A.A.; Baabdullah, A.M.; Dwivedi, Y.K.; Rana, Nripendra P.; Lal, Banita; Raman, R. (Elsevier, 2021-10)
      This study aims to examine the drivers and impact of et-moone on relational governance within B2B relationships in the Arab Asian region. Building on commitment and trust theory, this study proposes how et-moone could be driven by IT-enabled interactions during the COVID-19 pandemic. Data were collected using an online questionnaire survey from the food, pharmaceutical, detergent and sterilizer industries in Jordan and Saudi Arabia. A two-stage structural equation modelling approach was used to test the model. The results largely support the significant impact of et-moone predictors. A strong and significant relationship was also found between et-moone and relational governance. This study expands the theoretical horizon of et-moone by considering a new driver (i.e., IT-enabled interactions) and its consequences in terms of relational governance. The outcomes of the current study also make contributions for both practitioners and researchers who are interested in socio-cultural values (i.e., et-Moone) in Arabic countries. An in-depth discussion on the above is presented in the subsections on theoretical and practical implications.
    • Examining adoption of mobile internet in Saudi Arabia: Extending TAM with perceived enjoyment, innovativeness and trust

      Alalwan, A.A.; Baabdullah, A.M.; Rana, Nripendra P.; Tamilmani, Kuttimani; Dwivedi, Y.K. (2018-11)
      Mobile internet represents a breakthrough technology that has derived much attention from mobile organizations and services providers in the Kingdom of Saudi Arabia (KSA).1 However, the level of acceptance of mobile internet in the KSA is still below the level of ambition. This is in addition to the fact that there is a considerable need to discover the main factors shaping Saudi customers' intention and adoption of such a mobile system. For this reason, this study is conducted in the hope of providing further understanding about the adoption of mobile internet in the KSA. The extension version of Technology Acceptance Model TAM2 with perceived enjoyment was adopted as a theoretical foundation of the current study model. This was expanded by considering two additional factors: innovativeness and trust. The main empirical data collected through questionnaires was analysed using structural equation modelling (SEM).3 Perceived usefulness, perceived enjoyment, trust, and innovativeness are statistically supported to have a significant impact on the Saudi customer intention to adopt mobile internet. Further discussion regarding the main contribution as well as research limitations and future directions are presented at the end of this paper.
    • Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

      Alalwan, A.A.; Algharabat, R.; Baabdullah, A.M.; Rana, Nripendra P.; Qasem, Z.; Dwivedi, Y.K. (2020-03)
      Purpose – This study aims to examine the impact of mobile interactivity dimensions (active control, personalization, ubiquitous connectivity, connectedness, responsiveness, and synchronicity) on customer engagement. Design/methodology/approach – A quantitative field survey study was conducted to collect the required data from actual users of mobile shopping in three countries: Jordan, the United Kingdom (UK) and Saudi Arabia. Findings – The results are based on structural equation modelling and support the impact of five dimensions of mobile interactivity: active control, personalization, ubiquitous connectivity, responsiveness, and synchronicity. Research limitations/implications – This study only considered the shopping activities conducted by mobile channels, while other channels (e.g. online channels, traditional channels, and social media shopping channels) are not considered. Furthermore, the current model does not consider the impact of personal factors (e.g. technology readiness, self-efficacy, user experience). The results of the current study present a foundation that can guide marketers and practitioners in the area of mobile shopping. Originality/value – This study enriches the current understanding of the impact of mobile interactivity on mobile shopping, as well as how mobile interactivity can enhance the level of customer engagement.
    • An integrated model for m-banking adoption in Saudi Arabia

      Baabdullah, A.M.; Alalwan, A.A.; Rana, Nripendra P.; Patil, P.; Dwivedi, Y.K. (2019-04-01)
      Purpose The purpose of this paper is to identify and examine the most important factors that could predict the Saudi customer’s continued intention towards adoption of mobile banking. Design/methodology/approach The proposed conceptual model was based on the technology acceptance model (TAM) and task-technology fit (TTF) model. This is also expanded by considering two additional factors: perceived privacy and perceived security. By using a self-administered questionnaire, the data were collected from a convenience sample of Saudi banking customers from different parts of Saudi Arabia. Findings The main results based on structural equation modelling analyses supported the impact of perceived privacy, perceived security, perceived usefulness and TTF on the customers’ continued intention to use mobile banking. Research limitations/implications The moderation influence of the demographic factors (i.e. age, gender, income level, educational level) was not tested. The data were also collected using a self-report questionnaire; however, it would be more accurate to utilise more statistics from the bank database about the users of m-banking. Originality/value This study represents a worthy attempt to test such novel technology (m-banking) in the KSA where there is a scarcity of literature. A considerable theoretical contribution was also made by integrating the TTF model with the TAM in addition to consider privacy and security in one single model. Moreover, considering both perceived privacy and security in the current model creates an accurate picture about the adoption of m-banking especially as there are a limited number of m-banking studies that have considered privacy and security alongside the TTF model and TAM in the same model.
    • Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media

      Algharabat, A.; Rana, Nripendra P.; Alalwan, A.A.; Baabdullah, A.M.; Gupta, A. (2020-03)
      The current research is concerned with identifying and testing the role of three main predictors: consumer involvement, consumer participation, and self-expressive brand on the customer brand engagement (CBE). The customer brand engagement is treated in the current study as multidimensional constructs comprising three main aspects: cognitive processing (CP), affection (AF), and activation (AC). It was also proposed a direct influence for these three aspects of CBE on consumer-based brand equity (CBBE). Using online surveys, we gathered data from fans/followers of mobile phone service providers, via Facebook fan pages in Jordan. The data were analysed using structural equation modelling. Based on structural equation modelling analyses (SEM), it was supported that CBE aspects were largely predicted by the role of consumer involvement (INV), consumer participation (COP), and self-expressive brand (SEB). However, we find that activation impact one dimension of the CBBE dimensions, namely, brand loyalty. Further, we find that brand awareness/associations affect perceived quality but not brand loyalty. To validate the CBE scale, future studies could investigate the impact of the scale using other social media platforms for different brands. The limited amount of empirical research on CBE was the motivation behind this research. In particular, there is no study that has investigated the main predictors of CBE and its consequences over developing context by proposing and testing the association between the antecedents of CBE with the dimensions of CBE, which in turn affect the dimensions of CBBE.
    • Mobile app stores from the user's perspectives

      Baabdullah, A.M.; Alalwan, A.A.; Rana, Nripendra P.; Shraah, A.A.; Kizgin, Hatice; Patil, P.P. (2019-05)
      The use of smartphones has become more prevalent in light of the boom in Internet services and Web 2.0 applications. Mobile stores (e.g., Apple’s App Store and Google Play) have been increasingly used by mobile users worldwide to download or purchase different kinds of applications. This has prompted mobile app practitioners to reconsider their mobile app stores in terms of design, features and functions in order to maintain their customers’ loyalty. Due to the lack of research on this context, this study aims to identify factors that may affect users’ satisfaction and continued intention toward using mobile stores. The proposed model includes various factors derived from information systems literature (i.e., usefulness, ease of use, perceived cost, privacy and security concerns) in addition to the dimensions of mobile interactivity (i.e. active control, mobility, and responsiveness). The study sets out 13 hypotheses that include mediating relationships (e.g., perceived usefulness mediates the influence of ease of use, active control, responsiveness and mobility; perceived ease of use mediates the influence of active control). As well as outlining the proposed research method, the research contributions, limitations and future research recommendations are also addressed.
    • Narcissism, interactivity, community, and online revenge behavior: The moderating role of social presence among Jordanian consumers

      Obeidat, Z.M.; Algharabat, R.S.; Alalwan, A.A.; Xiao, S.H.; Dwivedi, Y.K.; Rana, Nripendra P. (2020-03)
      This study tests the effect of personal and online characteristics on consumers' desire for revenge and their online revenge intentions. In light of the interactivity and community of social media platforms, it examines the notion that narcissism and social presence will increase consumers' desire for revenge and their online revenge intentions after a service failure. Based on a sample of 317 Jordanian consumers, the data analysis shows that the model has a very good fit and that narcissism, interactivity, and community significantly influenced consumers’ desire for revenge. Social presence was found to have a moderating influence on the relationship between the desire for revenge and online revenge intentions. Implications for marketing managers are also discussed.
    • Smart monitoring and controlling of government policies using social media and cloud computing

      Singh, P.; Dwivedi, Y.K.; Kahlon, K.S.; Sawhney, R.S.; Alalwan, A.A.; Rana, Nripendra P. (2020)
      The governments, nowadays, throughout the world are increasingly becoming dependent on public opinion regarding the framing and implementation of certain policies for the welfare of the general public. The role of social media is vital to this emerging trend. Traditionally, lack of public participation in various policy making decision used to be a major cause of concern particularly when formulating and evaluating such policies. However, the exponential rise in usage of social media platforms by general public has given the government a wider insight to overcome this long pending dilemma. Cloud-based e-governance is currently being realized due to IT infrastructure availability along with mindset changes of government advisors towards realizing the various policies in a best possible manner. This paper presents a pragmatic approach that combines the capabilities of both cloud computing and social media analytics towards efficient monitoring and controlling of governmental policies through public involvement. The proposed system has provided us some encouraging results, when tested for Goods and Services Tax (GST) implementation by Indian government and established that it can be successfully implemented for efficient policy making and implementation.
    • Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

      Baabdullah, A.M.; Rana, Nripendra P.; Alalwan, A.A.; Algharabat, R.; Kizgin, Hatice; Al-Weshah, G.A. (2019-01)
      Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.