• Achieving superior organizational performance via big data predictive analytics: A dynamic capability view

      Gupta, S.; Drave, V.A.; Dwivedi, Y.K.; Baabdullah, A.M.; Ismagilova, Elvira (2020)
      The art of unwinding voluminous data expects the expertise in analyzing meaningful decisions out of the acquired information. To encounter new age challenges, practitioners are trying hard to shatter the constraints and work edge-to-edge to achieve higher performance (Market, Financial and Operational performance). It is evident that organizations desire to exploit maximum of their injected resources, but often fail to reap their actual potential. Developing resource-based capabilities stands out to be the most concerned aspect for the firms in recent times, and the same is studied by the previous scholars. In the dearth of literature, it is challenging to find out evidence which marks up the effect of strategic resources in the development of dynamic organizational capability. This study is a two-fold attempt to examine the relationship between organizational capabilities, i.e. big data predictive analytics while achieving superior organizational performance; also, examining the effect of control variables on superior organizational of performance. We tested our research hypotheses using cross-sectional data of 209 responses collected using pre-tested single-informant questionnaire. The results underpin criticality human factor while developing analytical capabilities dynamic in nature in the process of achieving superior performance.
    • 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.
    • 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.
    • Examining the impact of social commerce dimensions on customers' value cocreation: The mediating effect of social trust

      Alalwan, A.; Algharabat, R.S.; Baabdullah, A.M.; Rana, Nripendra P.; Raman, R.; Dwivedi, R.; Aljafari, A. (2019-11)
      One of the main aspects of the Web 2.0 revolution has been social commerce that has resulted in many people across the world increasingly engaging with commercial activities over social media platforms. However, the academic and research interest in social commerce is still low, and more studies are required to accelerate awareness of the most important issues relating to social commerce, in particular, social trust and value cocreation. Thus, the present study aims to propose a conceptual model that is intended to enable greater understanding of the causal interactions between social commerce constructs, social trust, and customer value cocreation. We collected data using a sample of 300 followers and fans of online Facebook communities, and we analysed them by using a structural equation model. The results show that social commerce constructs positively impact on social trust. Furthermore, we found that social trust positively impacts on the three dimensions of customer value cocreation. We found that social trust mediates the relationship between the social commerce and customer value cocreation dimensions. The paper presents a considerable theoretical contribution for being the first study that links social commerce constructs with social trust. The linkage between social commerce constructs, social trust, and customer value cocreation dimensions will also be beneficial for social media marketing strategists and managers.
    • Exploring barriers of m-commerce adoption in SMEs in the UK: Developing a framework using ISM

      Rana, Nripendra P.; Barnard, D.J.; Baabdullah, A.M.; Rees, D.; Roderick, S. (2019-02)
      In the modern business era, mobile commerce (m-commerce) is changing the way the business is conducted using the Internet. However, the prominence of m-commerce among small and medium-sized enterprises (SMEs) in the UK is minimal. The purpose of this study is to evaluate the existing literature and to extend the research surrounding the barriers that prevent the adoption of m-commerce amongst SMEs. The study uses an Interpretive Structural Modelling (ISM) and MICMAC approach for guiding and helping managers of SMEs. Data was collected from an expert participant group each of whom had extensive knowledge of m-commerce. The findings represent the unstable nature of variables in the context of their impact on each other, their relationships, and themselves. The listed factors in the proposed framework and the interrelationships between them highlight the multi-dimensional element of m-commerce adoption prevention. This observation proves criticality of analysing data as a collective entity rather than viewing the barriers in isolation. The findings also indicated ‘perceived risk’ being a key barrier that demonstrates how personal opinions of the concept of adoption can have a great significance on the outcome and whether other variables will come into effect.
    • Identifying reputation collectors in community question answering (CQA) sites: Exploring the dark side of social media

      Roy, P.K.; Singh, J.P.; Baabdullah, A.M.; Kizgin, Hatice; Rana, Nripendra P. (2018-10)
      This research aims to identify users who are posting as well as encouraging others to post low-quality and duplicate contents on community question answering sites. The good guys called Caretakers and the bad guys called Reputation Collectors are characterised by their behaviour, answering pattern and reputation points. The proposed system is developed and analysed over publicly available Stack Exchange data dump. A graph based methodology is employed to derive the characteristic of Reputation Collectors and Caretakers. Results reveal that Reputation Collectors are primary sources of low-quality answers as well as answers to duplicate questions posted on the site. The Caretakers answer limited questions of challenging nature and fetches maximum reputation against those questions whereas Reputation Collectors answers have so many low-quality and duplicate questions to gain the reputation point. We have developed algorithms to identify the Caretakers and Reputation Collectors of the site. Our analysis finds that 1.05% of Reputation Collectors post 18.88% of low quality answers. This study extends previous research by identifying the Reputation Collectors and 2 how they collect their reputation points.
    • 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.
    • Purchase intention in an electronic commerce environment: A trade-off between controlling measures and operational performance

      Shareef, M.A.; Dwivedi, Y.K.; Kumar, V.; Davies, G.; Rana, Nripendra P.; Baabdullah, A.M. (2019)
      Purpose: The purpose of this paper is to understand the integrated impact of the application of protection measures against identity theft on consumers’ synergistic perception of trust, the cost of products/services and operational performance (OP) – all of which in turn is postulated to contribute to purchase intention (PI) when shopping online. Design/methodology/approach: In order to accomplish the specified aim, this study first conducted an experiment by involving the students from a university in Bangladesh. Then a survey was conducted to capture their opinion based on the previous experiment. Findings: The study identified that in e-commerce, OP and trust have potential impact on pursuing consumers’ PI. Traditionally, price is always an issue in marketing; however, for e-commerce, this issue does not have direct impact on PI. Research limitations/implications: The main limitation of this study is that a less established e-commerce example was utilized to conduct the experiment and survey for validating the model. Also, the study was conducted only in the context of Bangladesh and a student sample was utilized. Future studies can test the model in different contexts (particularly to verify the impact of privacy) by utilizing data from consumers. Practical implications: This study has resolved a controversial issue by generating clear guidelines that the overall conjoint effect of OP, trust, and price on PI is neither negative nor neutral. Synergistically, the application of these controlling tools of identity theft can substantially enhance consumers’ trust, which is the single most predictor to pursue consumer PI. Originality/value: This study has provided in-depth insight into the impact of different controlling measures in e-commerce PI. Practitioners have potential learning from this study that if consumers find the application of different controlling mechanisms against cybercrimes, particularly identity theft, enhancing the reliability, authenticity and security of transactions in this virtual medium, they do not mind paying a higher price. Such insights have not been provided by existing studies on this topic. Developing trust on e-commerce purchase is the driving force, not the price.
    • Ranking online consumer reviews

      Saumya, S.; Singh, J.P.; Baabdullah, A.M.; Rana, Nripendra P.; Dwivedi, Y.K. (2018-05)
      Product reviews are posted online by the hundreds and thousands for popular products. Handling such a large volume of continuously generated online content is a challenging task for buyers, sellers and researchers. The purpose of this study is to rank the overwhelming number of reviews using their predicted helpfulness scores. The helpfulness score is predicted using features extracted from review text, product description, and customer question-answer data of a product using the random-forest classifier and gradient boosting regressor. The system classifies reviews into low or high quality with the random-forest classifier. The helpfulness scores of the high-quality reviews are only predicted using the gradient boosting regressor. The helpfulness scores of the low-quality reviews are not calculated because they are never going to be in the top k reviews. They are just added at the end of the review list to the review-listing website. The proposed system provides fair review placement on review listing pages and makes all high-quality reviews visible to customers on the top. The experimental results on data from two popular Indian e-commerce websites validate our claim, as 3–4 newer high-quality reviews are placed in the top ten reviews along with 5–6 older reviews based on review helpfulness. Our findings indicate that inclusion of features from product description data and customer question-answer data improves the prediction accuracy of the helpfulness score.
    • 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.
    • Understanding AI adoption in manufacturing and production firms using an integrated TAM-TOE model

      Chatterjee, S.; Rana, Nripendra P.; Dwivedi, Y.K.; Baabdullah, A.M. (2021-09)
      This study aims to identify how environmental, technological, and social factors influence the adoption of Industry 4.0 in the context of digital manufacturing. The Industry 4.0 era has brought a breakthrough in advanced technologies in fields such as nanotechnology, quantum computing, biotechnology, artificial intelligence, robotics, the Internet of Things, fifth-generation wireless technology, fully autonomous vehicles, 3D printing and so on. In this study, we attempted to identify the socioenvironmental and technological factors that influence the adoption of artificial intelligence embedded technology by digital manufacturing and production organizations. In doing so, the extended technology-organization-environment (TOE) framework is used to explore the applicability of Industry 4.0. A conceptual model was proposed that used an integrated technology acceptance model (TAM)-TOE model and was tested using survey-based data collected from 340 employees of small, medium and large organizations. The results highlight that all the relationships, except organizational readiness, organizational compatibility and partner support on perceived ease of use, were found to be significant in the context of digital manufacturing and production organizations. The results further indicated that leadership support acts as a countable factor to moderate such an adoption.