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The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase intention; second, to investigate the mediating (unique and serial) effects of service quality and satisfaction; and third, to determine the moderating effects of consumer rights awareness (CRA) on the relationship between perceived CSR and consumer responses.

Survey data was collected from a sample of 604 customers of the 4 major mobile telecommunications companies in Nigeria. The partial least squares structural equation modeling approach was used to test the hypothesized model.

Research findings indicate that perceived CSR has direct and positive effects on service quality, satisfaction and repurchase intention. Also, service quality and satisfaction mediates (uniquely and in sequence) the effect of perceived CSR on repurchase intention. In addition, CRA moderates perceived CSR’s effect on service quality perceptions and repurchase intention.

The findings confirm the complementary relationships between CSR, service quality and satisfaction in influencing consumers’ repurchase intention. Managers should imbibe CSR as an intangible attribute that complements high-quality services, leading to enhanced customer satisfaction and repurchase intentions. The findings also suggest that CRA enhances perceived CSR’s effect on service quality perceptions and repurchase intentions. Thus, managers should take proactive steps to inform consumers of their rights, and also show efforts at protecting the same.

This study has overcome the limitation observed in previous studies by testing the sequential mediating effects of service quality and customer satisfaction in the perceived CSR–consumer response relationships. Also, this study represents a pioneering effort at empirically confirming the role of CRA in enhancing perceived CSR’s influence on consumer responses. In addition, the findings also provide insights on the impact of CSR on consumer behavior from a developing country’s perspective.

The current study aims at developing a conceptual framework containing original dimensions of SERVQUAL and adding two modified dimensions: patient safety and medical professionalism in healthcare service quality (HSQ) model.

An extensive review of HSQ literature pertaining to its dimensions and models with respect to content analysis and bibliometric studies of service quality in healthcare and SERVQUAL in healthcare were performed on 47 relevant studies, 4,689 and 529 documents after applying inclusion and exclusion criteria. Google Scholar and Scopus were the primary sources to find the relevant documents.

The content analysis was conducted to group HSQ dimensions into seven themes. Co-occurrence analysis of author keywords was performed in VOSviewer to find the links between service quality, SERVQUAL and proposed dimensions. Organization and analysis of different HSQ models and dimensions emerged from the literature result in a comprehensive conceptual framework comprising modified dimensions of healthcare service quality – medical professionalism and patient safety.

SERVQUAL is a widely accepted, tested and validated model in perceiving HSQ from the lenses of patients. But it does not cover the complex nature of healthcare service, thus requiring modification and the addition of new contextual dimensions. Therefore, a comprehensive conceptual framework is developed to validate and test quantitatively.

The purpose of this study is to explore the literature of healthcare service quality for identifying and analyzing the healthcare service quality models and dimensions and to present future research insights pertaining to the applications of these models and dimensions.

A literature review of healthcare service quality has been performed on 59 relevant studies after applying inclusion and exclusion criteria. Google Scholar and Scopus are the primary sources to find the relevant documents. Search was limited to keywords of “service quality,” “healthcare,” “models” and “dimensions.”

The results revealed that different models and dimensions have been evolved and developed after SERVQUAL in healthcare service quality literature. There is still a need to develop new models, add new contextual dimensions and items in existing models on different aspects of healthcare services. There is also a need to incorporate the perspective of service providers as respondents. Moreover, healthcare service quality models can be devolved or narrowed down at department and individual levels.

This study presents valuable research insights for the researchers and practitioners in ways that healthcare service quality models and dimensions can be developed, modified and tested further in different research contexts and settings. Besides, the literature on healthcare services can be enhanced and enriched.

Electronic library (E-library) is a form of computer mediated system that uses electronic media, such as Web/internet devices and distributes resources to improve on the quality of teaching and learning. Students’ use of e-library for learning is essential and as such the government has invested hugely into its subscription for several university libraries in Ghana. However, most university students feel reluctant to use the e-library resources for their studies. The purpose of this paper is therefore to examine the factors that influence students’ intention to use e-library resources for their studies.

Questionnaire was used to collect data from 200 students from one Technical University in Ghana. Structural equation modeling (SmartPLS) was used to analyze the data.

The study found that accessibility, attitude, perceived ease of use, perceived usefulness and relevance to studies have positive significant effect on students’ attitude to use e-library. In addition, self-efficacy, subjective norm and attitude have positive significant influence on students’ intention to use e-library.

Although the sample frame used for this study may be unique, but the total amount of data collected was limited to providing the general representative of the Ghanaian students in one particular university. Other researchers may consider collecting data from other universities to extend the sample frame for a larger sample size of students.

Academic administrators need to organize training and workshops on how to use the e-library portal for their search and other didactic assignments. Most importantly, students should be given IT or internet tutorials as foundation for the use of the e-library portal.

Universities have to provide internet access such as hotspot and network routers at the labs, classrooms and other vantage points. It is believed that with these in place, adequate access to the internet would promote students’ engagement on the e-library facility.

The study examines the factors that influence students’ intention to use e-library resources for their studies in Ghana.

The purpose of this study is to contribute to the current discussion on strategic alignment of information technology and business (strategic alignment) by developing a model for conceptualizing how strategic alignment can be enabled through of IT flexibility and IT capability.

A questionnaire instrument was created to measure the constructs and it was assessed in a pretest and two pilot-tests. The main data set was collected from IT managers (or similar titles) of medium- and large-sized firms.

Strategic alignment seems to be moving closer to firms’ core activity in today’s business environment. The findings revealed that strategic alignment was significantly affected by four dimensions of IT flexibility and IT capability. Furthermore, the significant role of two dimensions of IT flexibility in IT capability was supported.

Single key informants were used for data collection that could be a potential limitation.

It seems likely that firms will benefit from the results to manage and control their scarce IT resources more effectively for aligning IT with business strategies, goals and needs.

Strategic alignment has become a more complex and unstructured phenomenon and many firms are still considering how to reconcile to it. Furthermore, the lack of empirical examination of IT flexibility and IT capability in relation to strategic alignment from important perspectives, and the lack of research of the dimensions of IT flexibility for supporting IT capability, determines the purpose of this study.

The purpose of this paper is to focus on the impact of cultural traits on the intention to use internet banking. Drawing from the technology acceptance model and trust literature, the paper examines the influence of perceived ease of use, perceived usefulness, and trust on the intention to use internet banking among Malay and Chinese ethnic groups.

The questionnaire was distributed to final year business students and Master of Business Administration students at four public universities in Malaysia. A separate multiple regression was employed to analyze the data for each ethnic group.

For both ethnic groups, the results showed that perceived usefulness, perceived ease of use, and trust, all have significant effect on the intention to use internet banking. Further examination of the regression coefficients revealed the cultural traits that may explain the extent to which they influence factors that affect the intention to use.

Respondents of this study were students. This factor may decrease generalizability of the study because students' interest on the use of internet banking may be different from those of the general public. One research implication of this study is that there is a need to consider the role of culture in examining factors that affect behavioral intention.

Banks need to highlight the benefits of internet banking, make internet banking easy to use, and enhance internet banking's security to improve consumers' trust. Given the fact that culture affects one's behavior, each customer group needs to be evaluated differently and the “one‐size‐fit‐all” approach to encourage internet banking usage should be avoided.

This paper attempts to link cultural traits that may explain the extent to which it influences factors that affect the intention to use internet banking.

The purpose of this paper is to determine the factors that influence individuals’ intention to adopt internet banking in the Republic of Yemen. The current study found that a lack of empirical studies have been conducted in this field in Arab countries, in general, and in Yemen, in particular.

The theory of reasoned action (TRA) was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and technology readiness (TR). Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables. The TRA was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and TR. Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables.

Customer’s behavioral intention was significantly influenced by attitude, subjective norms and TR. Overall, the results indicate that the model provides a good understanding of factors that influence the intention to use internet banking service. The model explained 63.8 percent of the variance in the behavioral intention.

The findings are of great use to banks already offering internet banking but of even greater use for those banks which are planning to offer internet banking services. The results of the study could serve as a guideline for bank managers in understanding the factors and strategic market planning that needs to be initiated to increase internet banking adoption among current and potential customers.

Factors such as perceived usefulness, perceived ease of use and relative advantage have been found to be the determinants of internet banking adoption in previous studies. Along with the above variables, a new variable called TR has been analyzed in the present study. This kind of study has not been conducted in the Middle East context previously.

The purpose of this paper is to investigate factors affecting knowledge sharing among academic staff in universities. Utilizing the theory of reasoned action (TRA) as the underlying research framework, the main objective of this study was threefold. First, was to examine the relationship between attitude, subjective norm, and trust with knowledge sharing intention. Second, was to examine the relationship among factors, i.e., self-efficacy, social networks and extrinsic rewards with attitude toward knowledge sharing intention and the third objective was to find out the relationship between organizational support and subjective norm.

A total of 200 questionnaires were distributed among academic staff at three social science faculties in one public university in Malaysia. Collectively, 117 usable responses were returned. Partial Least Square analysis was utilized to analyze the data.

The results indicated that of the two components of the TRA, only attitude was positively and significantly related to knowledge sharing intention. The findings also show that social network and self-efficacy significantly affect attitude and organizational support showed a strong influence on subjective norms toward knowledge sharing intention.

Future research should consider type of knowledge that is being shared. Besides, it would also be interesting to investigate potential differences of the knowledge sharing intention between academic staff in the private and public universities.

This study offers a more clear vision of the factors that affect knowledge sharing intention among academic staff. Therefore, managers can implement practical plan to support those factors.

Factors affecting knowledge sharing among academic staff in universities were reviewed to suggest a framework to explain this behavior in a specific context.