IDEAS home Printed from https://ideas.repec.org/a/jso/coejss/v8y2019i2p169-188.html
   My bibliography  Save this article

The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector

Author

Listed:
  • Ayat Mazin Almahmoud

    (Marketing Department, University of Jordan, Amman, Jordan)

Abstract

This study analyses the effects of social media marketing characteristics and consumer attitudes on electronic word of mouth (eWOM) responses in the banking industry. A survey was conducted with a total of 416 customers who used social media accounts that are managed by companies within the banking sector; the collected data were then analysed using structural equation modelling. The results showed that banking Social media marketing characteristics (including interactivity, informativeness, and entertainment) have significant effects on eWOM. The results also demonstrated that customer attitudes significantly affect eWOM. It is expected that the results of this study may be used as fundamental data in the development of banking sector Social media marketing characteristics and attitude strategies, particularly by investigating the relative importance of each Social media marketing characteristics component.

Suggested Citation

  • Ayat Mazin Almahmoud, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(2), pages 169-188, April.
    • Handle: RePEc:jso:coejss:v:8:y:2019:i:2:p:169-188
    DOI: 10.25255/jss.2019.8.2.169.188
    as

    Download full text from publisher

    File URL: http://centreofexcellence.net/J/JSS/PDFs/jss.2019.8.2.157.168.pdf
    Download Restriction: no
    File URL: https://doi.org/10.25255/jss.2019.8.2.169.188
    Download Restriction: no
    File URL: https://libkey.io/10.25255/jss.2019.8.2.169.188?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Michael Anderson & Jeremy Magruder, 2012. "Learning from the Crowd: Regression Discontinuity Estimates of the Effects of an Online Review Database," Economic Journal, Royal Economic Society, vol. 122(563), pages 957-989, September.
    2. Tuck Siong Chung & Michel Wedel & Roland T. Rust, 2016. "Adaptive personalization using social networks," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 66-87, January.
    3. Ali Tarhini & Ali Abdallah Alalwan & Nabeel Al-Qirim & Raed Algharabat & Ra'ed Masa'deh, 2018. "An Analysis of the Factors Influencing the Adoption of Online Shopping," International Journal of Technology Diffusion (IJTD), IGI Global, vol. 9(3), pages 68-87, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jahangir Hamzavi, 2023. "Developing a comprehensive model for the knowledge productivity in electronic word-of-mouth marketing for banks," SN Business & Economics, Springer, vol. 3(2), pages 1-29, February.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. repec:jso:coejss:v:8:y:2019:i:2:p:169.188 is not listed on IDEAS
    2. repec:jso:coejss:v:8:y:2019:i:2:p:292.305 is not listed on IDEAS
    3. Almahmoud, Ayat Mazin, 2019. "The Impact of Social Media Characteristics and Customer Attitude on EWOM: An Empirical Study in Jordanian Banking Sector," MPRA Paper 93252, University Library of Munich, Germany.
    4. Ritu Agarwal & Michelle Dugas & Guodong (Gordon) Gao & P. K. Kannan, 2020. "Emerging technologies and analytics for a new era of value-centered marketing in healthcare," Journal of the Academy of Marketing Science, Springer, vol. 48(1), pages 9-23, January.
    5. repec:hal:spmain:info:hdl:2441/1q24hpq2919to8ct061g8p33kn is not listed on IDEAS
    6. Donald R. Davis & Jonathan I. Dingel & Joan Monras & Eduardo Morales, 2019. "How Segregated Is Urban Consumption?," Journal of Political Economy, University of Chicago Press, vol. 127(4), pages 1684-1738.
    7. Tobias Gesche, 2022. "Reference‐price shifts and customer antagonism: Evidence from reviews for online auctions," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 31(3), pages 558-578, August.
    8. Grégory Jolivet & Bruno Jullien & Fabien Postel-Vinay, 2014. "Reputation and Pricing on the e-Market: Evidence from a Major French Platform," SciencePo Working papers Main hal-03460312, HAL.
    9. Gordon Rausser & Leo Simon & Jinhua Zhao, 2015. "Rational exaggeration and counter-exaggeration in information aggregation games," Economic Theory, Springer;Society for the Advancement of Economic Theory (SAET), vol. 59(1), pages 109-146, May.
    10. Lim, Joon Soo & Zhang, Jun, 2022. "Adoption of AI-driven personalization in digital news platforms: An integrative model of technology acceptance and perceived contingency," Technology in Society, Elsevier, vol. 69(C).
    11. Engström, Per & Forsell, Eskil, 2018. "Demand effects of consumers’ stated and revealed preferences," Journal of Economic Behavior & Organization, Elsevier, vol. 150(C), pages 43-61.
    12. Adnan Ahmad Olwan & Hani Jaza’a Irtaimeh & Musa Al-Lozi, 2019. "Strategic Leadership Competencies and its Impact on Achieving Organizational Excellence via the Mediating Role of Organizational Commitment: A Case Study in National Center for Security and Crisis Man," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(1), pages 106-138, January.
    13. Michael Luca & Georgios Zervas, 2013. "Fake It Till You Make It: Reputation, Competition, and Yelp Review Fraud," Harvard Business School Working Papers 14-006, Harvard Business School, revised May 2015.
    14. Yazan Taher Shawabkeh & Prof. Dr. Musa Al-Lozi, 2019. "Organizational Justice and its Importance in Business Organizations: A Theoretical Perspective," Journal of Business & Management (COES&RJ-JBM), , vol. 7(2), pages 80-94, April.
    15. Balat, Jorge & Papageorge, Nicholas W. & Qayyum, Shaiza, 2017. "Positively Aware? Conflicting Expert Reviews and Demand for Medical Treatment," IZA Discussion Papers 10919, Institute of Labor Economics (IZA).
    16. repec:spo:wpmain:info:hdl:2441/1q24hpq2919to8ct061g8p33kn is not listed on IDEAS
    17. Tobias J. Klein & Christian Lambertz & Konrad O. Stahl, 2016. "Market Transparency, Adverse Selection, and Moral Hazard," Journal of Political Economy, University of Chicago Press, vol. 124(6), pages 1677-1713.
    18. Pei-Yu Chen & Yili Hong & Ying Liu, 2018. "The Value of Multidimensional Rating Systems: Evidence from a Natural Experiment and Randomized Experiments," Management Science, INFORMS, vol. 64(10), pages 4629-4647, October.
    19. Gesche, Tobias, 2018. "Reference Price Shifts and Customer Antagonism: Evidence from Reviews for Online Auctions," VfS Annual Conference 2018 (Freiburg, Breisgau): Digital Economy 181650, Verein für Socialpolitik / German Economic Association.
    20. Dominik Gutt & Jürgen Neumann & Steffen Zimmermann & Dennis Kundisch & Jianqing Chen, 2018. "Design of Review Systems - A Strategic Instrument to shape Online Review Behavior and Economic Outcomes," Working Papers Dissertations 42, Paderborn University, Faculty of Business Administration and Economics.
    21. Areej Al-Khateeb & Dr. Kholoud Sudqi Al-Louzi, 2020. "An Exploratory Study on the Impact of Work/Life Balance and Employee Engagement on Talent Management and Organization Performance: A Case of Jordan Telecom and IT Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 9(3), pages 617-647, July.
    22. Mohammad Noor Batah, 2021. "The Impact of Computer Learning in Mathematics Achievement of Seventh-Grade Students," Journal of Social Sciences (COES&RJ-JSS), , vol. 10(2), pages 257-276, April.
    23. Haneen Yassin & Mais Jaradat, 2020. "The Impact of Talent Management on Organizational Effectiveness in Healthcare Sector," Journal of Social Sciences (COES&RJ-JSS), , vol. 9(2), pages 535-572, April.
    24. Zhuang, Mengzhou & Cui, Geng & Peng, Ling, 2018. "Manufactured opinions: The effect of manipulating online product reviews," Journal of Business Research, Elsevier, vol. 87(C), pages 24-35.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:jso:coejss:v:8:y:2019:i:2:p:169-188. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: COES&RJ LLC. Maintainer-Workplace-Name: Centre of Excellence for Scientific & Research Journalism - COES&RJ LLC Maintainer-Address: 10685-B Hazelhurst Dr., Houston, TX 77043, USA The email address of this maintainer does not seem to be valid anymore. Please ask COES&RJ LLC. Maintainer-Workplace-Name: Centre of Excellence for Scientific & Research Journalism - COES&RJ LLC Maintainer-Address: 10685-B Hazelhurst Dr., Houston, TX 77043, USA to update the entry or send us the correct address or the person in charge The email address of this maintainer does not seem to be valid anymore. Please ask the person in charge to update the entry or send us the correct address (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.