Mamoun N. Akroush

Consumer attitudes towards online shopping

Purpose – The purpose of this paper is to examine consumer attitudes toward online shopping in Jordan. The paper introduces an integrated model which includes trust, perceived benefits, perceived web quality, and electronic word of mouth (eWOM) along with their relationships in order to examine their effects on consumer attitudes toward online shopping. Design/methodology/approach – A structured and self-administered online survey was employed targeting online shoppers of a reputable online retailer in Jordan; i.e. MarkaVIP. A sample of 273 online shoppers was involved in the online survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs, unidimensionality, validity, and composite reliability. Structural path model analysis was also used to test the hypothesized relationships of the research model. Findings – The empirical findings of this study indicate that consumer attitudes toward online shopping is determined by trust and perceived benefits. Trust ...

An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust

The aim of this research is to examine the mediating roles of customer satisfaction and customer trust on the relationship between service quality and customer loyalty in Jordans mobile service operators. Data were collected from 1,000 subscribers from which 756 were valid for the analysis. Structural equation modelling was utilised to test the research model. The findings indicate that SERVQUAL consists of three rather than five dimensions as proposed by the original developers. Each of customer satisfaction and customer trust has fully mediated the relationship between service quality and customer loyalty. International mobile service operators have been offered empirical evidence on the multiple drivers of customer loyalty. The research contributed to the stream of research that found problems in the SERVQUAL scale dimensions and items. Furthermore, the empirical validation of the well established link between service quality, satisfaction, trust, and customer loyalty, in a developing country business environment, Jordan, adds to this studys contribution.

Internal marketing and service quality in restaurants

Purpose – The purpose of this paper is to examine an empirical model of internal marketing (IM) and internal service quality (ISQ) in tourism restaurants operating in Jordan.Design/methodology/approach – A structured and self‐administered survey was employed targeting managers and employees of tourism restaurants operating in Jordan. A sample of 334 of tourism restaurants managers and employees were involved in the survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path model analysis was also used to test the hypothesised interrelationships of the research model.Findings – The empirical findings indicate that IM consists of six dimensions: staff recruitment, staff training, internal communications, staff motivation, job security and staff retention. Staff recruitment, staff training, and internal communications positively and significantly affected staff motivation. Staf...

An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market

The purpose of this research was to empirically examine a model of customer loyalty antecedents in the context of Jordanian Mobile Telecommunications Market (JMTM). A structured questionnaire was distributed to a sample of 1000 mobile subscribers in JMTM from which 756 were valid for the analysis. Structural path analysis empirical findings underlined that customer loyalty in JMTM is a multi-dependent concept affected, respectively, by customer satisfaction, trust, perceived switching costs and perceived service quality. In addition to being the first study of its kind in Jordan, the papers contribution stems from fulfilling the research gap in examining the simultaneous effect of perceived service quality, customer satisfaction, trust and perceived switching costs on customer loyalty.

An integrated model of factors affecting consumer attitudes towards online shopping

Purpose – The purpose of this paper is to examine an integrated model of factors affecting attitudes toward online shopping in Jordan. The paper introduces an integrated model of the roles of perceived website reputation, relative advantage, perceived website image, and trust that affect attitudes toward online shopping. Design/methodology/approach – A structured and self-administered online survey was employed targeting online shoppers of a reputable online retailer in Jordan; MarkaVIP. A sample of 273 of online shoppers was involved in the online survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs, unidimensionality, validity, and composite reliability (CR). Structural path model analysis was also used to test the proposed research model and hypotheses. Findings – The empirical findings of this study indicate that perceived website reputation, relative advantage, perceived website image, and trust have directly and indirectly affected consumers’ a...

Does service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan

This study examines the mediation effect of service quality implementation on the relationship between technical service quality and banks performance. Drawing on relevant literature, the author empirically tested a model of technical service quality, service quality implementation and performance on a sample of 346 managers of banks in Jordan. The study findings have indicated significant implications for banks managers in Jordan in relation to the mediating role of service quality implementation on the relationship between technical quality and banks performance. The findings of this study indicate that the technical service quality has a positive and significant effect on banks performance. The majority of relationships between the technical quality and banks financial and customer-based performance measures are fully mediated by service quality implementation variables; even their effects vary among performance measures. The findings indicated that marketing capabilities exerted the strongest mediation effect on the relationships between the technical service quality and banks performance.

An empirical model of new product development process: phases, antecedents and consequences

The aim of this research is to examine new product development (NPD) process phases as well as investigating their antecedents and consequences in Jordan’s manufacturing organisations. The research model was empirically tested on 473 manufacturing organisations from which 355 were returned and valid for the analysis. The structural equation modelling findings indicate that customer orientation and competitor orientation exerted a positive effect on both NPD initiation and NPD implementation phases. NPD initiation phase exerted a positive effect on NPD implementation phase. Also, each of NPD initiation and NPD implementation phases exerted a positive effect on new product competitive advantage (NPCA). NPCA exerted a positive effect new product financial performance. The contribution of this paper in the field of NPD lies in fulfilling theoretical and practical gaps that required further empirical investigation. The research results discussions, conclusions, managerial implications, contribution and limitations and future research agenda are all underlined.

Organizational capabilities and new product performance

Purpose – The purpose of this paper is to develop a model examining the effect of organizational capabilities over new product (NP) performance. Building on a literature review, the model proposes that organizational capabilities (i.e. technological, marketing mix, and customer‐relational capabilities) exert a direct effect over two dimensions of new product competitive advantage (i.e. new product quality and speed), which in turn exert a direct effect over new product customers and financial performance.Design/methodology/approach – Based on a literature review, a structured questionnaire was developed as a primary data collection method. Questionnaires were distributed to a sample of 473 manufacturing organizations in Jordan, out of which 355 were returned and deemed valid for the analysis. Structural equation modeling was applied to examine the model and its related hypotheses.Findings – Out of the three organizational capabilities, only marketing mix capabilities had a direct positive effect over both...

An empirical model of customer service quality and customer loyalty in an international electronics company

The purpose of this research is to develop a model that tests the complex relationships among customer service quality, corporate image, customer satisfaction and customer loyalty in an electronics purchase context in the Jordanian market. A quantitative methodology is used in which 734 questionnaires were delivered to the company’s service centre’s customers, from which 300 were valid and useable for data analysis. A series of exploratory and confirmatory factor analyses were conducted to reveal the research constructs and structural equation modelling was used to test the research model. The results show that customer service quality has a positive and significant effect on each of customer satisfaction, corporate image and customer loyalty. Corporate image has a positive and significant effect on customer loyalty and customer satisfaction which affect customer loyalty as well. Finally, corporate image was found to be the most important factor affecting customer loyalty. The research has offered marketing and customer service managers with empirical insights regarding drivers of both successful customer service strategies and roots of customer loyalty. Future research attempts may employ multidimensional measures for measuring the research constructs and test the model using other products and industries.

New product development performance success measures: an exploratory research

Purpose – The purpose of this paper is to identify the NPD performance success measures that manufacturing organisations use to assess the success of their new products. Design/methodology/approach – Based on relevant literature review and in-depth interviews, a structured questionnaire was developed as a primary data collection method. Questionnaires were distributed to a sample of 558 manufacturing organisations in Jordan, out of which 355 were returned and valid for the analysis. Exploratory and confirmatory factor analyses were applied to reveal NPD performance success measures dimensions. Findings – This study empirically showed that manufacturing organisations in Jordan use a multidimensional construct for NPD performance success measures to assess the success of their new products. The multidimensional construct consists of NPD financial performance, NPD internal learning, NPD capabilities improvement, NPD knowledge sharing and NPD marketing performance. The findings indicate that NPD financial per...