Hani H. Al-Dmour, Raed Salah Algharabat, Rawan Khawaja and Rand H. Al-Dmour
The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit…
Abstract
Purpose
The purpose of this paper is to develop an integrated framework to explore the influences of electronic customer relationship management (ECRM) success factors (process fit, customer information quality and system support) on customer satisfaction, customer trust and customer retention, which, in turn, impact upon the business financial performance of Jordanian commercial banks in Amman city.
Design/methodology/approach
Using a sample of 343 branch managers, assistant branch managers and heads of departments in Jordanian commercial banks, who answered a self-administrated questionnaire, data were collected and analysed using structural equation modelling (AMOS 17.0).
Findings
The results showed that the ECRM success factors (process fit, customer information quality and system support) positively affected customer satisfaction, customer trust and customer retention. Furthermore, the authors discovered that customer satisfaction and customer trust positively influenced customer retention. It was determined that customer satisfaction, customer trust and customer retention positively impact on a business’s financial performance.
Originality/value
Previous research lacks the link between ECRM success factors and business performance (financial and non-financial).
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Keywords
Shao-Ming Xie and Chun-Yao Huang
Predicting the inactivity and the repeat transaction frequency of a firm's customer base is critical for customer relationship management. The literature offers two main…
Abstract
Purpose
Predicting the inactivity and the repeat transaction frequency of a firm's customer base is critical for customer relationship management. The literature offers two main approaches to such predictions: stochastic modeling efforts represented by Pareto/NBD and machine learning represented by neural network analysis. As these two approaches have been developed and applied in parallel, this study systematically compares the two approaches in their prediction accuracy and defines the relatively appropriate implementation scenarios of each model.
Design/methodology/approach
By designing a rolling exploration scheme with moving calibration/holdout combinations of customer data, this research explores the two approaches' relative performance by first utilizing three real world datasets and then a wide range of simulated datasets.
Findings
The empirical result indicates that neither approach is dominant and identifies patterns of relative applicability between the two. Such patterns are consistent across the empirical and the simulated datasets.
Originality/value
This study contributes to the literature by bridging two previously parallel analytical approaches applicable to customer base predictions. No prior research has rendered a comprehensive comparison on the two approaches' relative performance in customer base predictions as this study has done. The patterns identified in the two approaches' relative prediction performance provide practitioners with a clear-cut menu upon selecting approaches for customer base predictions. The findings further urge marketing scientists to reevaluate prior modeling efforts during the past half century by assessing what can be replaced by black boxes such as NNA and what cannot.
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Hani Al-Dmour, Futon Asfour, Rand Al-Dmour and Ahmed Al-Dmour
This study aims to examine and validate the impact of marketing knowledge management (MKM) (assets and capabilities) on business performance (BP) via the mediating role of the…
Abstract
Purpose
This study aims to examine and validate the impact of marketing knowledge management (MKM) (assets and capabilities) on business performance (BP) via the mediating role of the digital financial innovation in Jordanian commercial banks.
Design/methodology/approach
Based on a literature review, recourses-based theory, knowledge-based theory and financial innovation theory, an integrated conceptual framework has been developed to guide the study. A quantitative survey approach was used, and the data was collected from 336 managers and employees in all 13 Jordanian commercial banks using online and in hand instruments. Structural equation modeling was used to analyze and verify the study variables.
Findings
The main findings revealed that the MKM had a significant positive influence on BP. Digital financial innovation acted as a partial mediators in this relationship.
Originality/value
This paper contributes to theory by filling a gap in the literature regarding the role of MKM assets and capabilities in commercial banks operating in developing countries such as Jordan. It empirically examines and validates the role of digital financial innovation as mediators between MKM and BP.
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Hani Al-Dmour, Nour Saad, Eatedal Basheer Amin, Rand Al-Dmour and Ahmed Al-Dmour
This paper aims to examine factors influencing the practices of big data analytics applications by commercial banks operating in Jordan and their bank performance.
Abstract
Purpose
This paper aims to examine factors influencing the practices of big data analytics applications by commercial banks operating in Jordan and their bank performance.
Design/methodology/approach
A conceptual framework was developed in this regard based on a comprehensive literature review and the Technology–Environment–Organization (TOE) model. A quantitative approach was used, and the data was collected from 235 commercial banks’ senior and middle managers (IT, financial and marketers) using both online and paper-based questionnaires.
Findings
The results showed that the extent of the practices of big data analytics applications by commercial banks operating in Jordan is considered to be moderate (i.e. 60%). The results indicated that 61% of the variation on the practices of big data analytics applications by commercial banks could be predicated by TOE model. The organizational factors were found the most important predictors. The results also provide empirical evidence that the extent of practices of big data analytics applications has a positive influence on the bank performance. In the final section, research implications and future directions are presented.
Originality/value
This paper contributes to theory by filling a gap in the literature regarding the extent of the practices of big data analytics applications by commercial banks operating in developing countries, such as Jordan. It empirically examines the impact of the practices of big data analytics applications on bank performance.
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Hani Al-Dmour, Sheeraz Al-Qawasmi, Rand Al-Dmour and Eatedal Basheer Amin
This study aims to examine and validate the role of electronic word of mouth (eWOM), a mediating factor between the marketing mix elements (product, price, place and promotion…
Abstract
Purpose
This study aims to examine and validate the role of electronic word of mouth (eWOM), a mediating factor between the marketing mix elements (product, price, place and promotion) and women's purchasing intention of children's dietary supplements in the Jordanian environment culture context.
Design/methodology/approach
The data of the research was collected through online and offline questionnaires using a connivance sample of 370 women who have children and live in Amman, the largest city in Jordan.
Findings
The findings showed a partial effect of the eWOM as mediating factor on the relationship between marketing mix elements and women's purchasing intention of children's dietary supplements. The findings also revealed significant positive effects of price and place as marketing mix elements on women's purchasing intention of children's dietary supplements, while the product and promotion elements were found insignificant.
Originality/value
This paper contributed to consumer buying behaviour theories by filling a gap in the literature regarding the role of eWOM as a mediating factor on the relationship between marketing mix elements and women's purchasing intention of children's dietary supplements in a developing country like Jordan for the first time.
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Ahmed Al-Dmour, Rand Al-Dmour and Nafissa Rababeh
This paper aims to examine the impact of knowledge management functions (acquisition, integration and utilization) on digital financial innovation through the moderating role of…
Abstract
Purpose
This paper aims to examine the impact of knowledge management functions (acquisition, integration and utilization) on digital financial innovation through the moderating role of managers’ demographic characteristics (age, sex, education, experience and position) in commercial banks operating in Lebanon.
Design/methodology/approach
To accomplish this aim, a conceptual framework based on knowledge-based theory and literature review was developed the data for this research was collected through a self-administered questionnaire with 181 respondents. The target respondents were managers of commercial banks in Lebanon.
Findings
The empirical findings of the study suggest that the practice of knowledge management functions practice has a positive and significant relationship with digital financial innovation. The findings also provide support for the moderating effect of only two demographic characteristics of bank managers; experience and position on the relationship between knowledge management and digital financial innovation in commercial banks in Lebanon.
Practical implications
The managers of commercial banks in Lebanon and similar countries could use the study findings to better understand the practices of knowledge management in the banks and also the skills acquired or existing in the individuals working in their organizations and is also helpful to enhance their level of digital financial innovations.
Originality/value
This study has investigated the unexplored impact of knowledge management on digital financial innovation via moderating role of managers' demographic characteristics among commercial banks operating in Lebanon as a developing country.
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Hani Al-dmour, Haifa Hadad and Rand Al-dmour
This study aims to examine the impact of green marketing adoption on non-profitable organizations’ performance in Jordan.
Abstract
Purpose
This study aims to examine the impact of green marketing adoption on non-profitable organizations’ performance in Jordan.
Design/methodology/approach
A structured questionnaire was developed to collect the needed data and test the developed hypotheses to investigate the impact of green marketing adoption on non-profitable organizations’ performance. The data was collected using a self-administered questionnaire distributed to 183 respondents in non-profitable organizations operating in Jordan.
Findings
The findings indicate that the extent of green marketing adoption by profitable organizations in Jordan is relatively moderate. They also confirm that the corporate performance of non-profitable organizations is positively associated with the extent of adoption of green marketing dimensions, particularly environmental and social responsibility aspects.
Originality/value
Reviewing the existing literature revealed that similar studies had not previously been undertaken in Jordan as a developing country.
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Ahmed Al-Dmour, Hala Zaidan and Abdul Rahman Al Natour
This study aims to empirically investigate the role of accounting information quality (AIQ) as a mediating factor in the relationship between knowledge management (KM) processes…
Abstract
Purpose
This study aims to empirically investigate the role of accounting information quality (AIQ) as a mediating factor in the relationship between knowledge management (KM) processes and business performance (BP) of the financial institutions (FI) operating in Jordan.
Design/methodology/approach
Based on a literature review and knowledge-based theory, an integrated conceptual framework has been developed to guide the study. The study’s conceptual framework is constituted of three primary constructs, namely, KM processes (acquisition, integration and utilization), BP (financial indicators and non-financial indicators) and AIQ conceptualized using the International Accounting Standard Board’s (2010) framework fundamental qualitative characteristics (relevance, understandability, faith representation and comparability). Data has been collected through a self-administered questionnaire applied to 247 respondents. The targeted respondents have been FIs (commercial banks and insurance companies) in Jordan.
Findings
The main findings supported accounting information as a mediator factor in enhancing the relationship between the FIs’ KM process and BP (FI) operating in Jordan.
Originality/value
This study contributed to theory by filling a gap in the literature regarding the role AIQ as a mediator factor between the KM process and BP of the FI operating in Jordan as a developing country.
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Abdullah Murrar, Madan Batra and James Rodger
Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of…
Abstract
Purpose
Service quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.
Design/methodology/approach
SERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.
Findings
The results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.
Research limitations/implications
This research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.
Practical implications
The findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.
Originality/value
The study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.