A CONCEPTUAL FRAMEWORK: E-SATISFACTION'S MEDIATION IN E-BANKING ADOPTION

https://doi.org/10.5281/zenodo.14236802

Authors

  • Faridah Binti Aziz School of Business Management, College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia
  • Jamaluddin Bin Adnan School of Business Management, College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia
  • Aminah Binti Abdullah School of Business Management, College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia.

Keywords:

Internet, business environment, service sector, technology tools, World Wide Web

Abstract

In today's business landscape, the internet has evolved into an indispensable tool for various organizations, particularly within the thriving service sector. Its widespread integration has touched nearly every facet of human activities, including areas like dating, governance, commerce, education, communication, and banking. This pervasive influence of the World Wide Web has transformed business operations, enabling companies to reach and engage with customers in new ways. The digital age has ushered in a fundamental shift in the way organizations operate, communicate, and deliver services. As a result, understanding and harnessing the potential of the internet is imperative for modern businesses seeking to stay competitive and relevant in the rapidly evolving global market. This paper explores the multifaceted impact of the internet on diverse industries and emphasizes its significance in shaping the future of business in a digitally connected world

Published

2024-11-28

How to Cite

Faridah , B. A., Jamaluddin , B. A., & Aminah , B. A. (2024). A CONCEPTUAL FRAMEWORK: E-SATISFACTION’S MEDIATION IN E-BANKING ADOPTION. SADI Journal of Economics and Social Sciences (SJESS), 11(4), 180–188. https://doi.org/10.5281/zenodo.14236802

Issue

Section

Original Peer Review Articles

References

Abushanab, E., Pearson, J. M., & Setterstrom, A. J. (2010). Internet Banking and Customers ’ Acceptance in Jordan : The Unified Model ’ s Perspective Internet Banking and Customers ’ Acceptance in Jordan. Communications of the Association for Information Systems, 26(April 2010), 493–524.

Adesina, A. A., & Ayo, C. K. (2010). An empirical Investigation of the Level of Users’ acceptance of E-Banking in Nigeria. Journal of Internet Banking and Commerce, 15(1), 1–13.

Aldás-Manzano, J., Lassala-Navarré, C., Ruiz-Mafé, C., & Sanz-Blas, S. (2009). Key drivers of internet banking services use. Online Information Review, 33(4), 672–695. doi:10.1108/14684520910985675

Al-hawari, M. A., & Mouakket, S. (2010). The influence of technology acceptance model (TAM) factors on students’ e-satisfaction and e-retention within the context of UAE e-learning. Education, Business and Society: Contemporary Middle Eastern Issues, 3(4), 299–314. doi:10.1108/17537981011089596

Al-Kasasbeh, M., Dasgupta, S., & AL-Faouri, A. (2011). Factors Affecting E-Service Satisfaction. Communications of the IBIMA, 2011, 1–12. doi:10.5171/2011.547937

Al-Majali, M. M. (2011). The Antecedents of Internet Banking Service Adoption in Jordan: Using Decomposed Theory of Planned Behaviour.

Al-Majali, M., & Mat, N. K. N. (2011). Modeling the antecedents of internet banking service adoption ( IBSA ) in Jordan : A Structural Equation Modeling ( SEM ) approach. Journal of Internet Banking and Commerce, 16(1), 1–15.

Auta, E. M. (2010). Applications of Quantitative Methods to e-Commerce E-BANKING IN

DEVELOPING ECONOMY : EMPIRICAL EVIDENCE FROM NIGERIA Applications of Quantitative Methods to e-Commerce. Journal of Applied Quantitative Methods, 2(5), 212–223.

Chandio, F. H., Irani, Z., Abbasi, M. S., & Nizamani, H. A. (2013). Acceptance of online banking information systems: an empirical case in a developing economy. Behaviour & Information Technology, 32(7), 668–680. doi:10.1080/0144929X.2013.806593

Chiou, J.-S., & Shen, C.-C. (2012). The antecedents of online financial service adoption: the impact of physical banking services on Internet banking acceptance. Behaviour & Information Technology, 31(9), 859–871. doi:10.1080/0144929X.2010.549509

Chong, A. Y.-L., Ooi, K.-B., Lin, B., & Tan, B.-I. (2010). Online banking adoption: an empirical analysis. International Journal of Bank Marketing, 28(4), 267–287.

doi:10.1108/02652321011054963

Daniel, E. (1999). Provision of electronic banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, 17(2), 72–82. Retrieved from http://www.emeraldinsight.com/journals.htm?articleid=854975&show=abstract

Davis, F. D. (1989). Perceived Usefulness , Perceived Ease of Use , and User Acceptance of lnformation Technology. MIS Quarterly, 13(3), 319–340.

Eid, M. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1), 78–93. Retrieved from http://www.jecr.org/sites/default/files/12_1_p05.pdf

Juwaheer, T. D., Pudaruth, S., & Ramdin, P. (2012). Factors influencing the adoption of internet banking: a case study of commercial banks in Mauritius. World Journal of Science, Technology and Sustainable Development (Vol. 9, pp. 204–234). doi:10.1108/20425941211250552

Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for Successful e-Government Adoption : a Conceptual Framework. Electronic Journal of E-Government, 5(1), 63– 76.

Liébana-Cabanillas, F., Muñoz-Leiva, F., & Rejón-Guardia, F. (2013). The determinants of satisfaction with e-banking. Industrial Management & Data Systems, 113(5), 750– 767. doi:10.1108/02635571311324188

Musiime, A., & Ramadhan, M. (2011). Internet banking, consumer adoption and customer satisfaction. African Journal of Marketing …, 3(October), 261–269. Retrieved from http://docs.mak.ac.ug/sites/default/files/Musiime and Ramadhan.pdf

Ndubisi, N. O., & Sinti, Q. (2006). Consumer attitudes, system’s characteristics and internet banking adoption in Malaysia. Management Research News, 29(1/2), 16–27.

doi:10.1108/01409170610645411

Nunnally, J. C. (1978). Psychometric theory, 2nd ed. Newyork: McGraw Hill.

Odumeru, J. A. (2012). The Acceptance of E-banking by Customers in Nigeria Odumeru. World Review of Business Research, 2(2), 62–74.

Özkan, S., Bindusara, G., & Hackney, R. (2010). Facilitating the adoption of e-payment systems: theoretical constructs and empirical analysis. Journal of Enterprise

Information Management, 23(3), 305–325. doi:10.1108/17410391011036085

Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: an extension of the technology acceptance model. Internet Research, 14(3), 224–235. doi:10.1108/10662240410542652

Ranjbarian, B., Fathi, S., & Rezaei, Z. (2012). Factors Influencing on Customers’ Esatisfaction : A case Study from Iran. Interdisciplinary Journal of Comtemporary Researh in Business, 3(9), 1496–1511.

Sadiq Sohail, M., & Shanmugham, B. (2003). E-banking and customer preferences in Malaysia: An empirical investigation. Information Sciences, 150(3-4), 207–217. doi:10.1016/S0020-0255(02)00378-X

Safeena, R., Date, H., & Kammani, A. (2011). Internet Banking Adoption in an Emerging Economy : Indian Consumer ’ s Perspective. International Arab Journal of ETechnology, 2(1), 56–64.

Safeena, R., Hundewale, N., & Kamani, A. (2011). Customer ’ s Adoption of MobileCommerce A Study on Emerging Economy. International Journal of E-Education, E-Business, E-Management and E-Learning, 1(3), 228–233.

Safeena, R., Kammani, A., & Date, H. (2013). Assessment of Internet Banking Adoption: An Empirical Analysis. Arabian Journal for Science and Engineering, 39(2), 837–849. doi:10.1007/s13369-013-0707-x

Salhieh, L., Abu-Doleh, J., & Hijazi, N. (2011). The assessment of e-banking readiness in Jordan. International Journal of Islamic and Middle Eastern Finance and Management, 4(4), 325–342. doi:10.1108/17538391111186564

Sohrabi Maryam, Y. J. M. (2013). Critical Success Factors for the Adoption of e-Banking in Malaysia.

Tan, G. W.-H., Chong, C.-K., Ooi, K.-B., & Chong, A. Y.-L. (2010). The Adoption of Online Banking in Malaysia : An Empirical Analysis ♣. International Journal of Business and Management Science, 3(2), 169–193.

Wessels, L., & Drennan, J. (2010). An investigation of consumer acceptance of M-banking.

International Journal of Bank Marketing, 28(7), 547–568.

doi:10.1108/02652321011085194

Yap, B. W., Ramayah, T., & Shahidan, W. N. W. (2012). Satisfaction and trust on customer loyalty: a PLS approach. Business Strategy Series, 13(4), 154–167.

doi:10.1108/17515631211246221

Yap, K. B., Wong, D. H., Loh, C., & Bak, R. (2010). Offline and online banking – where to draw the line when building trust in e-banking? International Journal of Bank Marketing, 28(1), 27–46. doi:10.1108/02652321011013571

Yuan, S., Liu, Y., Yao, R., & Liu, J. (2014). An investigation of users’ continuance intention towards mobile banking in China. Information Development, 1–15.

doi:10.1177/0266666914522140

Zhou, T. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527–540. doi:10.1108/10662241111176353