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The Impact of the E-Service Quality of Online Databases on Users’ Behavioral Intentions: A Perspective of Postgraduate Students

Author

Listed:
  • Dia Zeglat

    (Department of Business Administration, The Hashemite University, Zarqa, Jordan)

  • Fayiz Shrafat

    (Department of Business Administration, The Hashemite University, Zarqa, Jordan,)

  • Ziad Al-Smadi

    (Department of Business Administration, The Hashemite University, Zarqa, Jordan.)

Abstract

This study aimed to explore the impact of the e-service quality (E-SQ) of the online academic databases offered in the Jordanian academic institutions on end users’ behavioral intentions. To do that, the current study employed a quantitative survey approach to test a set of hypotheses and answer the research questions. This study implemented the convenience sampling technique to select a representative sample of postgraduate students at Jordanian public and private universities. Two hundred and eighty questionnaires were distributed, 230 questionnaires were completed, and 50 questionnaires were excluded. The findings of the study showed that only four dimensions of E-SQ (ease of use, website design, security, and reliability variables) have a positive impact on users’ satisfaction. The results also showed that five dimensions of E-SQ (ease of use, security, reliability, website design, and responsiveness) have a positive impact on users’ behavioral intentions. Furthermore, the results demonstrated that users’ satisfaction has a positive impact on users’ behavioral intentions. The study also concluded that user satisfaction has mediated partially the impact of E-SQ on behavioral intention in the online database setting.

Suggested Citation

  • Dia Zeglat & Fayiz Shrafat & Ziad Al-Smadi, 2016. "The Impact of the E-Service Quality of Online Databases on Users’ Behavioral Intentions: A Perspective of Postgraduate Students," International Review of Management and Marketing, Econjournals, vol. 6(1), pages 1-10.
    • Handle: RePEc:eco:journ3:2016-01-01
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    References listed on IDEAS

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    1. Mohammad Al-Nasser & Rushami Zien Yusoff & Rabiul Islam & Abdullah ALNasser, 2013. "E-Service Quality and its Effect on Consumers’ Perceptions Trust," American Journal of Economics and Business Administration, Science Publications, vol. 5(2), pages 47-55, December.
    2. Ladhari, Riadh, 2010. "Developing e-service quality scales: A literature review," Journal of Retailing and Consumer Services, Elsevier, vol. 17(6), pages 464-477.
    3. Oded Nov & Chen Ye, 2008. "Users' personality and perceived ease of use of digital libraries: The case for resistance to change," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 59(5), pages 845-851, March.
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    Cited by:

    1. Chao, Shih-Liang & Yu, Ming-Miin & Wei, Sin-Yi, 2024. "Ascertaining the impact of e-service quality on e-loyalty for the e-commerce platform of liner shipping companies," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 184(C).
    2. Rami Mohammad Al-dweeri & Zaid Mohammad Obeidat & Mohammad Ahmad Al-dwiry & Muhammad Turki Alshurideh & Alaa Mohammad Alhorani, 2017. "The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 92-103, April.

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    More about this item

    Keywords

    E-service Quality; Users’ Satisfaction; Users’ Behavioral Intentions; Academic Online Data Bases;
    All these keywords.

    JEL classification:

    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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