The Effects of Quality of Web-Based Applications on Competitive Advantage: An Empirical Study in Commercial Banks in Jordan
Many organizations are investing in web applications
and technologies in order to be competitive, some of them could not
achieve its goals. The quality of web-based applications could play
an important role for organizations to be competitive. So the aim of
this study is to investigate the impact of quality of web-based
applications to achieve a competitive advantage. A new model has
been developed. An empirical investigation was performed on a
banking sector in Jordan to test the new model. The results show that
impact of web-based applications on competitive advantage is
significant. Finally, further work is planned to validate and evaluate
the proposed model using several domains.
[1] R.Y.K. Lau, "Towards a web services and intelligent agents based
negotiation system for b2b ecommerce", Electronic Commerce Research
and Applications, Elsevier Limited, vol. 6, 3, pp. 260-273, 2007.
[2] L.I. Krajewski, and L.P. Ritzman, “Operations management: strategy
and analysis”. (4th ed.).Addison-Wesley Co., Inc., U.S.A, 1996.
[3] K. Worwa, “Quality of Web-based information systems”, Journal of
Internet Banking and Commerce, vol 15, 3, 2010.
[4] B. Vatanasombut, M. Igbaria, A. Stylianou, and W. Rodgers,
“Information systems continuance intention of web-based applications
customers: The case of online banking”. Information & Management,
vol. 45, pp. 419–428, 2008.
[5] G. Alonso, F. Casati, H. Kuno, and V. Machiraju, “Web Services:
Concepts, Architectures and Applications”. Springer-Verlag Berlin
Heidelberg. Germany, 2004, ISBN 3-540-44008-9.
[6] H. Bequet, M. Kunnumpurath, S. Rhody, and A. Tost, “Beginning Java
Web Services”. Wrox Press. Birmingham, United Kingdom, 2002, ISBN
1-86100- 753-1.
[7] D. Garvin, “What does product quality really mean?”. Sloan
Management Review, vol 26, 1, pp. 25-43, 1984.
[8] J. Juran, and M. Frank, and J. Gryna, “Quality planning and analysis:
from product development through use”. New York: McGraw-Hill,
1980.
[9] S. Akinyele, “Customer satisfaction and service quality: customer’s repatronage
perspectives”, Global Journal of Management and Business
Research, vol 10, 6, pp. 83-90, 2010.
[10] N. Baddoo, CS2 Software Quality module, Curse notes, University of
Hertfordshire, Faculty of Science, Technology and Creative Arts, 1999
(cited 2012 February 25). Available from:
http://homepages.feis.herts.ac.uk/~2com0047/Lecture2WhatisQuality.P
DF.
[11] R. Edwards, G. Olsen, and R. Maloy, “Comparative genomics of closely
related salmonellae”. Trends in Microbiology, vol. 10, 2, pp. 94–99,
2002.
[12] W. DeLone, and E. McLean, “Information system success: the quest for
the dependent variable”. Information Systems Research, vol. 3, 1, pp.
60–95, 1992.
[13] J. Park, J. Kim, J. Koh, “Determinants of continuous usage intention in
web analytics services”. Electronic Commerce Research and
Application, vol.9, pp. 61-72, 2009.
[14] Y. Wang, Y. Wang, H. Lin, and T. Tang, “Determinants of user
acceptance of internet banking: an Empirical study”. International
Journal of Service Industry Management, vol. 14, 5, pp. 501-19, 1996.
[15] B. Kahn, D. Strong, R. Wang, "Information Quality Benchmarks:
Product and Service Performance". Communications of the ACM, April,
pp. 184–192, 2002.
[16] Wan, and W. Rahman, “A Quality of Service Prediction Model to
Support Web Services Interoperability in Electronic Commerce”,
Interim Assessment Report, School of Computing, Science and
Engineering, the University of Salford, Manchester, UK, 2008.
[17] Lewis, C. Robert, and H. Bernard, "The Marketing Aspects of Service
Quality," in Emerging Perspectives on Services Marketing, L Berry, G.
Shostak, and G. Upah, eds., Chicago: American Marketing Association,
pp. 99-107, 1983.
[18] B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, “Information
system continuance intention of web-based applications customers: the
case of online banking” Information and Management, vol.45, pp.419-
428, 2008.
[19] P. Chu, G. Lee, Y. Chao, “Service Quality, Customer Satisfaction,
Customer Trust, and Loyalty in an E-Banking Context”, Scientific
Journal Publishers, vol. 40, 8, pp. 1271-1283, 2012.
[20] A. Kayabaş, B. Çelik, and A. Büyükarslan, “The analysis of the
relationship among perceived electronic service quality, total service
quality and total satisfaction in Banking sector”, International Journal of
Human Sciences, vol. 10, 2, 2013.
[21] Park, Kim, and Koh, “Determinants of continuous usage intention in
web analytics services”, Electronic Commerce Research and
Applications, Elsevier Limited, vol. 9, pp. 61-72, 2009.
[22] B. Vatanasombut, M. Igbaria, A. Stylianou, and W. Rodgers,
“Information system continuance intention of web-based applications
customers: the case of online banking”, Information and Management,
vol.45, pp.419-428, 2008.
[23] Y. Wang, Y. Wang, H. Lin, and T. Tang, "Determinants of user
acceptance of Internet banking: an empirical study", International
Journal of Service Industry Management, Vol. 14, 5, pp.501 – 519,
2003.
[24] N. Makarević, S. Hikmet, “Clients’ Perceptions Towards IT Security of
e-banking in Bosnia and Herzegovina”, European Researcher, vol.59, 9-
2, pp. 2284-2294, 2013.
[25] S. Adepoju , G. Babalola, G. Onyeabor, “Customers’ adoption and usage
of the internet banking and other web services in banking”, International
Journal of Management and Business Studies, vol. 1, 4, pp. 48-52, 2010.
[26] R. Tahira, M. Mohsin, E. Cyril, and I. Ramay, “Measuring the e-service
quality of Pakistani banks”, International Journal of Economics and
Business Research, vol. 4, 2012. [27] B. Culiberg, I. Rojšek, “Identifying service quality dimensions as
antecedents to customer satisfaction in retail banking”, Economic and
Business Review, vol. 12, 3, pp. 151-166, 2010.
[28] T. Makido, S. Kimura, and P. Mourdoukoutas, “IT Competitive
Advantage: the case of Japans manufacturing companies”, European
Business Review. vol 15, 5, pp. 307-311, 2003.
[29] A. Bilgihan, F. Okumus, K. Nusair, and D. Kwun, "Information
technology applications and competitive advantage in hotel
companies", Journal of Hospitality and Tourism Technology, vol. 2, 2,
pp.139 – 153, 2011.
[30] S. Pavic, S. Koh, M. Simpson, and J. Padmore, “Could e-business create
a competitive advantage in UK SMEs?”, Benchmarking: An
International Journal, vol. 14, 3, pp. 320-351, 2007.
[31] F. Lai, X. Zhao, and Q. Wang, “The impact of information technology
on the competitive advantage of logistics firms in China”, Industrial
Management & Data Systems, vol. 106, 9, pp. 1249-1271, 2006.
[32] Hooshang, M. Beheshti, S. Esmail, E. Anne, "Competitive advantage
with e‐business: a survey of large American and Swedish
firms", Competitiveness Review: An International Business Journal, vol.
16, 2, pp.150 – 157, 2006.
[33] T. Feng, L. Sun, and Y. Shang, “Building, implementing, and managing
brand equity in business markets”, Industrial Marketing Management,
vol. 39, 8, pp.1384–1394, 2010.
[34] X. Koufteros, “Time-based manufacturing: developing a nomological
network of constructs and instrument development”, Doctoral
Dissertation, University of Toledo, Toledo, OH., 1995.
[35] S. Li, B. Ragu-Nathan, T. Ragu-Nathan, and S. Rao, “The impact of
supply chain management practices on competitive advantage and
organizational performance’”, Omega, vol. 34, 2, pp. 107-124, 2006.
[36] A. Eardley, D. Avison, and P. Powell, “Strategic information systems:
an analysis of development techniques which seek to incorporate
strategic flexibility”, Journal of Organizational Computing, vol. 7, 1,
pp.57–77, 1997.
[37] J. Hair, W. Black, B. Babin, R. Anderson, and L. Tatham, “Multivariant
data analysis”, New Jersey: Pearson International Edition, 2006.
[38] E. Adrian, M. Coronado, M. Sarhadi, and C. Millar, “Defining a
framework for information systems requirements for agile
manufacturing”, Int J. Production Economics, vol 75, pp 57–68, 2002.
[39] R. Seethamraju, and D. Sundar,” Influence of ERP systems on business
process agility“, IIMB Management Review, vol 25, pp 137-149, 2013.
[1] R.Y.K. Lau, "Towards a web services and intelligent agents based
negotiation system for b2b ecommerce", Electronic Commerce Research
and Applications, Elsevier Limited, vol. 6, 3, pp. 260-273, 2007.
[2] L.I. Krajewski, and L.P. Ritzman, “Operations management: strategy
and analysis”. (4th ed.).Addison-Wesley Co., Inc., U.S.A, 1996.
[3] K. Worwa, “Quality of Web-based information systems”, Journal of
Internet Banking and Commerce, vol 15, 3, 2010.
[4] B. Vatanasombut, M. Igbaria, A. Stylianou, and W. Rodgers,
“Information systems continuance intention of web-based applications
customers: The case of online banking”. Information & Management,
vol. 45, pp. 419–428, 2008.
[5] G. Alonso, F. Casati, H. Kuno, and V. Machiraju, “Web Services:
Concepts, Architectures and Applications”. Springer-Verlag Berlin
Heidelberg. Germany, 2004, ISBN 3-540-44008-9.
[6] H. Bequet, M. Kunnumpurath, S. Rhody, and A. Tost, “Beginning Java
Web Services”. Wrox Press. Birmingham, United Kingdom, 2002, ISBN
1-86100- 753-1.
[7] D. Garvin, “What does product quality really mean?”. Sloan
Management Review, vol 26, 1, pp. 25-43, 1984.
[8] J. Juran, and M. Frank, and J. Gryna, “Quality planning and analysis:
from product development through use”. New York: McGraw-Hill,
1980.
[9] S. Akinyele, “Customer satisfaction and service quality: customer’s repatronage
perspectives”, Global Journal of Management and Business
Research, vol 10, 6, pp. 83-90, 2010.
[10] N. Baddoo, CS2 Software Quality module, Curse notes, University of
Hertfordshire, Faculty of Science, Technology and Creative Arts, 1999
(cited 2012 February 25). Available from:
http://homepages.feis.herts.ac.uk/~2com0047/Lecture2WhatisQuality.P
DF.
[11] R. Edwards, G. Olsen, and R. Maloy, “Comparative genomics of closely
related salmonellae”. Trends in Microbiology, vol. 10, 2, pp. 94–99,
2002.
[12] W. DeLone, and E. McLean, “Information system success: the quest for
the dependent variable”. Information Systems Research, vol. 3, 1, pp.
60–95, 1992.
[13] J. Park, J. Kim, J. Koh, “Determinants of continuous usage intention in
web analytics services”. Electronic Commerce Research and
Application, vol.9, pp. 61-72, 2009.
[14] Y. Wang, Y. Wang, H. Lin, and T. Tang, “Determinants of user
acceptance of internet banking: an Empirical study”. International
Journal of Service Industry Management, vol. 14, 5, pp. 501-19, 1996.
[15] B. Kahn, D. Strong, R. Wang, "Information Quality Benchmarks:
Product and Service Performance". Communications of the ACM, April,
pp. 184–192, 2002.
[16] Wan, and W. Rahman, “A Quality of Service Prediction Model to
Support Web Services Interoperability in Electronic Commerce”,
Interim Assessment Report, School of Computing, Science and
Engineering, the University of Salford, Manchester, UK, 2008.
[17] Lewis, C. Robert, and H. Bernard, "The Marketing Aspects of Service
Quality," in Emerging Perspectives on Services Marketing, L Berry, G.
Shostak, and G. Upah, eds., Chicago: American Marketing Association,
pp. 99-107, 1983.
[18] B. Vatanasombut, M. Igbaria, A. Stylianou, W. Rodgers, “Information
system continuance intention of web-based applications customers: the
case of online banking” Information and Management, vol.45, pp.419-
428, 2008.
[19] P. Chu, G. Lee, Y. Chao, “Service Quality, Customer Satisfaction,
Customer Trust, and Loyalty in an E-Banking Context”, Scientific
Journal Publishers, vol. 40, 8, pp. 1271-1283, 2012.
[20] A. Kayabaş, B. Çelik, and A. Büyükarslan, “The analysis of the
relationship among perceived electronic service quality, total service
quality and total satisfaction in Banking sector”, International Journal of
Human Sciences, vol. 10, 2, 2013.
[21] Park, Kim, and Koh, “Determinants of continuous usage intention in
web analytics services”, Electronic Commerce Research and
Applications, Elsevier Limited, vol. 9, pp. 61-72, 2009.
[22] B. Vatanasombut, M. Igbaria, A. Stylianou, and W. Rodgers,
“Information system continuance intention of web-based applications
customers: the case of online banking”, Information and Management,
vol.45, pp.419-428, 2008.
[23] Y. Wang, Y. Wang, H. Lin, and T. Tang, "Determinants of user
acceptance of Internet banking: an empirical study", International
Journal of Service Industry Management, Vol. 14, 5, pp.501 – 519,
2003.
[24] N. Makarević, S. Hikmet, “Clients’ Perceptions Towards IT Security of
e-banking in Bosnia and Herzegovina”, European Researcher, vol.59, 9-
2, pp. 2284-2294, 2013.
[25] S. Adepoju , G. Babalola, G. Onyeabor, “Customers’ adoption and usage
of the internet banking and other web services in banking”, International
Journal of Management and Business Studies, vol. 1, 4, pp. 48-52, 2010.
[26] R. Tahira, M. Mohsin, E. Cyril, and I. Ramay, “Measuring the e-service
quality of Pakistani banks”, International Journal of Economics and
Business Research, vol. 4, 2012. [27] B. Culiberg, I. Rojšek, “Identifying service quality dimensions as
antecedents to customer satisfaction in retail banking”, Economic and
Business Review, vol. 12, 3, pp. 151-166, 2010.
[28] T. Makido, S. Kimura, and P. Mourdoukoutas, “IT Competitive
Advantage: the case of Japans manufacturing companies”, European
Business Review. vol 15, 5, pp. 307-311, 2003.
[29] A. Bilgihan, F. Okumus, K. Nusair, and D. Kwun, "Information
technology applications and competitive advantage in hotel
companies", Journal of Hospitality and Tourism Technology, vol. 2, 2,
pp.139 – 153, 2011.
[30] S. Pavic, S. Koh, M. Simpson, and J. Padmore, “Could e-business create
a competitive advantage in UK SMEs?”, Benchmarking: An
International Journal, vol. 14, 3, pp. 320-351, 2007.
[31] F. Lai, X. Zhao, and Q. Wang, “The impact of information technology
on the competitive advantage of logistics firms in China”, Industrial
Management & Data Systems, vol. 106, 9, pp. 1249-1271, 2006.
[32] Hooshang, M. Beheshti, S. Esmail, E. Anne, "Competitive advantage
with e‐business: a survey of large American and Swedish
firms", Competitiveness Review: An International Business Journal, vol.
16, 2, pp.150 – 157, 2006.
[33] T. Feng, L. Sun, and Y. Shang, “Building, implementing, and managing
brand equity in business markets”, Industrial Marketing Management,
vol. 39, 8, pp.1384–1394, 2010.
[34] X. Koufteros, “Time-based manufacturing: developing a nomological
network of constructs and instrument development”, Doctoral
Dissertation, University of Toledo, Toledo, OH., 1995.
[35] S. Li, B. Ragu-Nathan, T. Ragu-Nathan, and S. Rao, “The impact of
supply chain management practices on competitive advantage and
organizational performance’”, Omega, vol. 34, 2, pp. 107-124, 2006.
[36] A. Eardley, D. Avison, and P. Powell, “Strategic information systems:
an analysis of development techniques which seek to incorporate
strategic flexibility”, Journal of Organizational Computing, vol. 7, 1,
pp.57–77, 1997.
[37] J. Hair, W. Black, B. Babin, R. Anderson, and L. Tatham, “Multivariant
data analysis”, New Jersey: Pearson International Edition, 2006.
[38] E. Adrian, M. Coronado, M. Sarhadi, and C. Millar, “Defining a
framework for information systems requirements for agile
manufacturing”, Int J. Production Economics, vol 75, pp 57–68, 2002.
[39] R. Seethamraju, and D. Sundar,” Influence of ERP systems on business
process agility“, IIMB Management Review, vol 25, pp 137-149, 2013.
@article{"International Journal of Business, Human and Social Sciences:69723", author = "Faisal Asad Aburub", title = "The Effects of Quality of Web-Based Applications on Competitive Advantage: An Empirical Study in Commercial Banks in Jordan", abstract = "Many organizations are investing in web applications
and technologies in order to be competitive, some of them could not
achieve its goals. The quality of web-based applications could play
an important role for organizations to be competitive. So the aim of
this study is to investigate the impact of quality of web-based
applications to achieve a competitive advantage. A new model has
been developed. An empirical investigation was performed on a
banking sector in Jordan to test the new model. The results show that
impact of web-based applications on competitive advantage is
significant. Finally, further work is planned to validate and evaluate
the proposed model using several domains.
", keywords = "Competitive advantage, web-based applications,
empirical investigation.", volume = "9", number = "5", pages = "1425-8", }
