113
Views
0
CrossRef citations to date
0
Altmetric
Management

The quality of e-payment services offered by mobile companies: the Syrian evidence

& ORCID Icon
Article: 2365998 | Received 29 Jan 2024, Accepted 28 May 2024, Published online: 22 Jun 2024

References

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
  • Akinci, S., Atilgan-Inan, E., & Aksoy, S. (2010). Re-assessment of ES-Qual and E-RecS-Qual in a pure service setting. Journal of Business Research, 63(3), 232–240. https://doi.org/10.1016/j.jbusres.2009.02.018
  • Akkad, B. A., & Mouselli, S. (2023). Syrian SMEs in times of COVID-19 pandemic: Challenges, adaptation, and policy measures. Journal of Risk and Financial Management, 16(3), 142. https://doi.org/10.3390/jrfm16030142
  • Akter, U., Anwar, S. R., Mustafa, R., Ali, Z., & Cumilla, B. (2021). Revisiting the impact of mobile banking in financial inclusion among the developing countries. International Journal of Financial Research, 12(2), 62–74. https://doi.org/10.5430/ijfr.v12n2p62
  • Al-Allaf. (2024). Initial impressions of the electronic payment experience. Alwatan. https://alwatan.sy/archives/380771.
  • Alhammadi, A. A., & Tariq, M. U. (2020). The impact of quality e-payment system on customer satisfaction. Journal of Critical Reviews, 7(15), 5438–5447.
  • Allahham, L., Mouselli, S., & Jakovljevic, M. (2022). The quality of Syrian healthcare services during COVID-19: a HEALTHQUAL approach. Frontiers in Public Health, 10, 970922. https://doi.org/10.3389/fpubh.2022.970922
  • Alnafrah, I., & Mouselli, S. (2020). Constructing the reconstruction process: a smooth transition towards knowledge society and economy in post-conflict Syria. Journal of the Knowledge Economy, 11(3), 931–948. https://doi.org/10.1007/s13132-019-0582-0
  • Alnafrah, I., Sultan, R., Aldoumani, R., & Mouselli, S. (2021). Does ICT affect the financial development? The Syrian evidence. Journal of Service, Innovation and Sustainable Development, 1(2), 1–11.
  • Anadolu Ajansı. (2023). Based on ICRC: 90% of Syrians live below poverty line: Red Cross. https://www.aa.com.tr/en/middle-east/90-of-syrians-live-below-poverty-line-red-cross/2922662#:∼:text=The%20International%20Committee%20of%20the,ICRC%20said%20in%20a%20statement.
  • Ananda, S., Devesh, S., & Al Lawati, A. M. (2020). What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking. Journal of Financial Services Marketing, 25(1–2), 14–24. https://doi.org/10.1057/s41264-020-00072-y
  • Aron, J. (2017). Leapfrogging’: A survey of the nature and economic implications of mobile money. In Centre for the Study of African Economies (CSAE) Working Paper WPS/2017-02 CSAE. University of Oxford, UK.
  • Badra, J. (2015). The Syrian financial sector. Carnegie Middle East Centre, 7 January 2015, http://carnegie-mec.org/2015/01/07/syrian-financial-sector-pub-57651.
  • Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114–127.
  • Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021
  • Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e‐banking portals. International Journal of Bank Marketing, 23(2), 153–175. https://doi.org/10.1108/02652320510584395
  • Bold, C., Porteous, D., & Rotman, S. (2012). Social cash transfers and financial inclusion: Evidence from four countries. Population (in Millions, 109, 193. https://www.cgap.org/sites/default/files/Focus-Note-Social-Cash-Transfers-and-Financial-Inclusion-Evidence-from-Four-Countries-Feb-2012.pdf.
  • Brown, T. A. (2015). Confirmatory factor analysis for applied research (2nd ed.). Guilford publications.
  • Central Bank of Syria. (2024). Banking statistics, Syrian Arab Republic. [Data set]. https://cb.gov.sy/index.php?lang=1&dir=html&ex=1&page=charts&act=598&rep=27.
  • Central Bureau of Statistics. (2022). Statistical collection, Syrian Arab Republic. [Data set]. http://cbssyr.sy/
  • Creswell, J. W. (2020). Educational research: Planning, conducting, and evaluating quantitative and qualitative research (5th ed.). Pearson Higher Ed.
  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: A comparison of two theoretical models. Management Science, 35(8), 982–1003. https://doi.org/10.1287/mnsc.35.8.982
  • DeVellis, R. F., & Thorpe, C. T. (2021). Scale Development: Theory and Applications (5th ed.) Sage Publications.
  • Donovan, K. (2012). Mobile money for financial inclusion. Information and Communications for Development, 61(1), 61–73.
  • Enab Baladi. (2024). Latakia: Challenges hinder electronic bill payments. https://english.enabbaladi.net/archives/2024/01/latakia-challenges-hinder-electronic-bill-payments/.
  • Evans, O. (2018). Connecting the poor: the Internet, mobile phones and financial inclusion in Africa. Digital Policy, Regulation and Governance, 20(6), 568–581. https://doi.org/10.1108/DPRG-04-2018-0018
  • Fansa, M. (2023). Despite corruption and lack of transparency, Syrian government promotes “automation”. Enab Baladi. https://english.enabbaladi.net/archives/2023/11/despite-corruption-and-lack-of-transparency-syrian-government-promotes-automation/?so=related.
  • Ferrell, O. C., & Hartline, M. D. (2008). Marketing strategy (4th ed.). Thomson South-Western.
  • Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3(1), 27–53. https://doi.org/10.17705/1jais.00022
  • Ghosh, S. (2016). How important is mobile telephony for economic growth? Evidence from MENA countries. info, 18(3), 58–79. https://doi.org/10.1108/info-12-2015-0058
  • Gómez, J. M., & Mouselli, S. (Eds.). (2018). Modernizing the academic teaching and research environment: Methodologies and cases in business research. Springer.
  • Gupta, K. K., & Bansal, I. (2012). Development of an instrument to measure internet banking service quality in India. Researchers World, 3(2 Part 2), 11–25.
  • Hamdi, H. (2011). Can e-payment systems revolutionize finance of the less developed countries? The case of mobile payment technology. International Journal of Economics and Financial Issues, 1(2), 46–53.
  • Han, S., & Beak, S. (2004). Antecedents and consequences of service quality in online banking: An application of the SERVQUAL instrument. Advance in Consumer Research, 31, 208–214.
  • Hassan, M. A., Shukur, Z., Hasan, M. K., & Al-Khaleefa, A. S. (2020). A review on electronic payments security. Symmetry, 12(8), 1344. https://doi.org/10.3390/sym12081344
  • Ho, C. I., & Lee, Y. L. (2007). The development of an e-travel service quality scale. Tourism Management, 28(6), 1434–1449. https://doi.org/10.1016/j.tourman.2006.12.002
  • Humbani, M., & Wiese, M. (2018). A cashless society for all: Determining consumers’ readiness to adopt mobile payment services. Journal of African Business, 19(3), 409–429. https://doi.org/10.1080/15228916.2017.1396792
  • Ishioro, B. O. (2023). The long-run impact of e-payment on financial inclusion in Nigeria. International Journal of Management & Entrepreneurship Research, 5(5), 281–290.
  • Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analysis. International Journal of Bank Marketing, 19(7), 276–291. https://doi.org/10.1108/02652320110409825
  • Kar, A. K. (2021). What affects usage satisfaction in mobile payments? Modelling user generated content to develop the “digital service usage satisfaction model. Information Systems Frontiers, 23(5), 1341–1361. https://doi.org/10.1007/s10796-020-10045-0
  • Khan, M. S., Mahapatra, S. S., & Sreekumar, N. A. (2009). Service quality evaluation in internet banking: an empirical study in India. International Journal of Indian Culture and Business Management, 2(1), 30–46. https://doi.org/10.1504/IJICBM.2009.021596
  • Kim, C., Tao, W., Shin, N., & Kim, K. S. (2010). An empirical study of customers’ perceptions of security and trust in e-payment systems. Electronic Commerce Research and Applications, 9(1), 84–95. https://doi.org/10.1016/j.elerap.2009.04.014
  • Kumar, V., Nim, N., & Sharma, A. (2019). Driving growth of Mwallets in emerging markets: a retailer’s perspective. Journal of the Academy of Marketing Science, 47(4), 747–769. https://doi.org/10.1007/s11747-018-0613-6
  • Kundu, S., & Datta, S. K. (2014). Reliability of online payment process - A study of end user’s psychology. In The Future of Entreprunership In D. Vrontis, Y. Weber, & E. Tsoukatos (Eds.), 7th Annual Conference of the EuroMed Academy of Business. EuroMed Press.
  • Laham, T., Sherbaji, F., & Mouselli, S. (2023). Pain or Gain? The impact of sanctions on the sustainability of banks’ services. Journal of Service, Innovation and Sustainable Development, 4(1), 87–99.
  • Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176. https://doi.org/10.1108/09590550510581485
  • Li, Y. N., Tan, K. C., & Xie, M. (2002). Measuring web-based service quality. Total Quality Management, 13(5), 685–700. https://doi.org/10.1080/0954412022000002072
  • Liébana-Cabanillas, F., Japutra, A., Molinillo, S., Singh, N., & Sinha, N. (2020). Assessment of mobile technology use in the emerging market: Analyzing intention to use m-payment services in India. Telecommunications Policy, 44(9), 102009. https://doi.org/10.1016/j.telpol.2020.102009
  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing Theory and Applications, 13(3), 432–438.
  • Lutfi, A., Al-Okaily, M., Alshirah, M. H., Alshira’h, A. F., Abutaber, T. A., & Almarashdah, M. A. (2021). Digital financial inclusion sustainability in Jordanian context. Sustainability, 13(11), 6312. https://doi.org/10.3390/su13116312
  • Masoud, E., & AbuTaqa, H. (2017). Factors affecting customers’ adoption of e-banking services in Jordan. Information Resources Management Journal, 30(2), 44–60. https://doi.org/10.4018/IRMJ.2017040103
  • Mouselli, S., Raudeliūnienė, J., & Tvaronavičienė, M. (2021). Digitalization challenges in the higher education sector in Syria during COVID-19. In Proceedings of the 37th International Business Information Management Association (IBIMA), 1-2 April 2021.
  • Neuman, B. C., & Medvinsky, G. (1998). Internet payment services. Internet Economics, MIT Press Cambridge Mass.
  • Nguyen, H. T., & Nguyen, N. T. (2022). Identifying the factors affecting the consumer behavior in switching to e-wallets in payment activities. Polish Journal of Management Studies, 25(1), 292–311. https://doi.org/10.17512/pjms.2022.25.1.18
  • Okonkwo, C. W., Amusa, L. B., Twinomurinzi, H., & Fosso Wamba, S. (2023). Mobile wallets in cash-based economies during COVID-19. Industrial Management & Data Systems, 123(2), 653–671. https://doi.org/10.1108/IMDS-01-2022-0029
  • Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
  • Ramayanti, R., Rachmawati, N. A., Azhar, Z., & Azman, N. H. N. (2024). Exploring intention and actual use in digital payments: A systematic review and roadmap for future research. Computers in Human Behavior Reports, 13, 100348. https://doi.org/10.1016/j.chbr.2023.100348
  • Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.
  • Rootman, C., & Krüger, J. (2020). Increasing customer adoption of the mobile payment technology Zapper in South Africa. Journal of African Business, 21(4), 509–528. https://doi.org/10.1080/15228916.2020.1790915
  • Salarzehi, H., Sarafizadeh, A., & Ghadiri, F. (2012). An evaluation of service quality in internet banking and customer satisfaction (an empirical study in Iran). Elixir Management Arts, 42, 6400–6409.
  • Santouridis, I., Trivellas, P., & Reklitis, P. (2009). Internet service quality and customer satisfaction: examining internet banking in Greece. Total Quality Management, 20(2), 223–239.
  • Sharma, S. K., Govindaluri, S. M., Muharrami, S. M., & Tarhini, A. (2017). A multianalytical model for mobile banking adoption: A developing country perspective. Review of International Business and Strategy, 27(1), 133–148. https://doi.org/10.1108/RIBS-11-2016-0074
  • Sharma, S. K., Mangla, S. K., Luthra, S., & Al-Salti, Z. (2018). Mobile wallet inhibitors: Developing a comprehensive theory using an integrated model. Journal of Retailing and Consumer Services, 45, 52–63. https://doi.org/10.1016/j.jretconser.2018.08.008
  • Sinha, N., Paul, J., & Singh, N. (2024). Mobile payments for bottom of the pyramid: Towards a positive social change. Technological Forecasting and Social Change, 202, 123313. https://doi.org/10.1016/j.techfore.2024.123313
  • Siu, N. Y. M., & Mou, J. C. W. (2005). Measuring service quality in internet banking: the case of Hong Kong. Journal of International Consumer Marketing, 17(4), 99–116. https://doi.org/10.1300/J046v17n04_06
  • Syrian Electronic Payment Company (SEP). (2022). A summary of company activities, current and investment budgets for 2022. Syrian Electronic Payment Co.
  • Syrian Electronic Payment Company (SEP). (2023). Report on e-payments conducted until September 2023. Syrian Electronic Payment Co.
  • Syrian Ministry of Communication and Technology. (2023). E-payment guide (1st ed.). Syrian Ministry of Communication and Technology.
  • Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309–322. https://doi.org/10.1016/S0022-4359(00)00035-X
  • Teeroovengadum, V., Kamalanabhan, T. J., & Seebaluck, A. K. (2016). Measuring service quality in higher education: Development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244–258. https://doi.org/10.1108/QAE-06-2014-0028
  • Teoh, W. M.-Y., Chong, S. C., Lin, B., & Chua, J. W. (2013). Factors affecting consumers’ perception of electronic payment: An empirical analysis. Internet Research, 23(4), 465–485. https://doi.org/10.1108/IntR-09-2012-0199
  • Tsoukatos, E., & Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance. Managing Service Quality: An International Journal, 16(5), 501–519. https://doi.org/10.1108/09604520610686746
  • Tsoukatos, E., & Rand, G. K. (2007). Cultural influences on service quality and customer satisfaction: evidence from Greek insurance. Managing Service Quality: An International Journal, 17(4), 467–485. https://doi.org/10.1108/09604520710760571
  • United Nations. (2022). E-government survey 2022: The future of digital government. Department of Economic and Social Affairs, New York. https://publicadministration.un.org/egovkb/en-us/Data/Country-Information/id/167-Syrian-Arab-Republic.
  • Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of Information Technology: Toward a unified view. MIS Quarterly: Management Information Systems, 27(3), 425–478. https://doi.org/10.2307/30036540
  • Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
  • Wang, D., & Trivedi, K. S. (2009). Modeling user-perceived reliability based on user behavior graphs. International Journal of Reliability, Quality and Safety Engineering, 16(04), 303–329. https://doi.org/10.1142/S0218539309003411
  • Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
  • World Bank. (2021). Global findex database. [Data set]. https://www.worldbank.org/en/publication/globalfindex/Data#sec3.
  • World Bank. (2023). GDP per capita (current US$), Syrian Arab Republic, [Data set]. https://data.worldbank.org/indicator/NY.GDP.PCAP.CD?locations=SY.
  • Wu, Y. C. J., Shen, J. P., & Chang, C. L. (2015). Electronic service quality of Facebook social commerce and collaborative learning. Computers in Human Behavior, 51, 1395–1402. https://doi.org/10.1016/j.chb.2014.10.001
  • Yaokumah, W., Kumah, P., & Okai, E. S. A. (2017). Demographic influences on e-payment services. International Journal of E-Business Research, 13(1), 44–65. https://doi.org/10.4018/IJEBR.2017010103
  • Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–45.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice (Vol. 115). Marketing Science Institute.