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Mi Alnaser F, Rahi S, Alghizzawi M, Ngah AH. Does artificial intelligence (AI) boost digital banking user satisfaction? Integration of expectation confirmation model and antecedents of artificial intelligence enabled digital banking. Heliyon 2023; 9:e18930. [PMID: 37600389 PMCID: PMC10432696 DOI: 10.1016/j.heliyon.2023.e18930] [Citation(s) in RCA: 1] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [Track Full Text] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 02/23/2023] [Revised: 07/27/2023] [Accepted: 08/02/2023] [Indexed: 08/22/2023] Open
Abstract
In the era disruptive technology the emergence of artificial intelligence has fundamentally improved banking operations. The execution of artificial intelligence is no longer discretionary for financial institutions and now it is considered an essential tool to meet customer expectations. Although artificial intelligence enabled digital banking is faster efficient and effective however user acceptance of digital banking driven by artificial intelligence is in its initial stages. Therefore, current study develops and integrated research framework with expectation confirmation model and examines digital banking user satisfaction and acceptance of AI enabled digital banking. Data were collected from digital banking user through structured questionnaire. Overall, 320 respondents were approached and requested to participate in digital banking survey. In return 251 valid responses were received and analyzed with structural equation modeling. Findings of the structural model indicate that satisfaction is jointly determined by expectation confirmation, perceived performance, trendiness, visual attractiveness, problem solving, customization, communication quality and revealed substantial variance R^2 51.1% in digital banking user satisfaction. Therefore, satisfaction and corporate reputation have shown considerable variance R^2 48.3 in user acceptance of AI enabled digital banking. Moreover, the research framework has revealed substantial predictive power Q^2 0.449 to predict digital banking user satisfaction and Q^2 0.493 user acceptance of artificial intelligence enabled digital banking. Concerning with hypotheses relationships exogenous factors have shown positive and significant impact user satisfaction except trendiness and customization. Practically, this research has suggested that policy makers should pay attention in improving user expectation confirmation, perceived performance, visual attractiveness, communication quality and corporate reputation which in turn enhance satisfaction and boost digital banking user's confidence to accept artificial intelligence enabled digital banking. This study is original as it integrates expectation confirmation model with the antecedents of artificial intelligence and examines user behavior towards acceptance of artificial intelligence enabled digital banking.
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Affiliation(s)
| | - Samar Rahi
- Hailey College of Banking and Finance, University of the Punjab, Lahore, Pakistan
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Long F, Aziz NA, Ngah AH. Exploring the Relationship between Travel Motivations and Information Sharing Behaviors on Social Media: Gendered Differences of Chinese Gen Y in a Context of Confucianism. Journal of China Tourism Research 2023; 19:245-265. [DOI: 10.1080/19388160.2022.2057377] [Citation(s) in RCA: 1] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Track Full Text] [Subscribe] [Scholar Register] [Received: 11/25/2020] [Accepted: 02/19/2022] [Indexed: 09/02/2023]
Affiliation(s)
- Fei Long
- UKM-Graduate School of Business, The National University of Malaysia, Malaysia
| | - Norzalita Abd Aziz
- UKM-Graduate School of Business, The National University of Malaysia, Malaysia
| | - Abdul Hafaz Ngah
- School of Maritime Business and Management, Universiti Malaysia Terengganu, Kuala Terengganu, Malaysia
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Khalil ML, Aziz NA, Ariffin AAM, Ngah AH. Big Data Analytics Capability and Firm Performance in the Hotel Industry: The Mediating Role of Organizational Agility. WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS 2023; 20:440-453. [DOI: 10.37394/23207.2023.20.40] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 09/02/2023]
Abstract
The emergence of the Covid-19 pandemic and restrictions on international mobility have negatively impacted the tourism market. Tourism players, particularly the hotel industry, have turned to big data analytics to mitigate uncertainties and offer better products and services. Nonetheless, the central question for researchers and practitioners is how the usage of big data analytics can help the hotel industry improve firm performance. Drawing on the resource-based view and dynamic capability theories, this study analyses the relationship between big data analytics capability and firm performance in the hotel industry. This study expands the current research by examining the role of organizational agility in mediating the relationship between big data analytics capability and firm performance. To empirically test the research model, the author used survey data from 115 star-rated hotels throughout Malaysia. Through partial least square equation modeling, the findings revealed that big data analytics capability positively affects organizational agility and firm performance. The result also demonstrated that organizational agility mediates the relationship between big data analytics capability and firm performance. This study can also guide hoteliers to identify resources required to build big data analytics capability and further highlight the significance of organizational agility in improving firm performance in the hotel industry.
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Affiliation(s)
- Muhamad Luqman Khalil
- Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 UKM Bangi, Selangor, MALAYSIA
| | - Norzalita Abd Aziz
- Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 UKM Bangi, Selangor, MALAYSIA
| | - Ahmad Azmi M. Ariffin
- Graduate School of Business, Universiti Kebangsaan Malaysia, 43600 UKM Bangi, Selangor, MALAYSIA
| | - Abdul Hafaz Ngah
- Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, Kuala Terengganu, MALAYSIA
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Jeaheng Y, Al-Ansi A, Chua BL, Ngah AH, Ryu HB, Ariza-Montes A, Han H. Influence of Thai Street Food Quality, Price, and Involvement on Traveler Behavioral Intention: Exploring Cultural Difference (Eastern versus Western). Psychol Res Behav Manag 2023; 16:223-240. [PMID: 36726699 PMCID: PMC9885772 DOI: 10.2147/prbm.s371806] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [Track Full Text] [Download PDF] [Figures] [Journal Information] [Subscribe] [Scholar Register] [Received: 05/04/2022] [Accepted: 08/31/2022] [Indexed: 01/28/2023] Open
Abstract
Introduction Gastronomy tourism has become a phenomenal trend of the global tourism industry in the 21st century. As the tourism industry and its related foodservice businesses flourish, street food has received increasing popularity with its combination of local delights and the cultural value of the destination. This study examined the psychology of street food consumption and assessed the effect of street food quality that is represented by the cultural experience, health and safety of the food, food sensory appeal, staff service, physical environment, the meal menus with perceived reasonable prices, involvement in Thai street food, and repurchase intention from an international tourist perspective. Methods A survey method along with a quantitative structural analysis was used. Results The findings revealed that Thai street food quality positively and significantly predicted the international tourists' perceived reasonable prices, involvement, and repurchase decisions. Perceived reasonable prices and involvement were found to be important mediators between Thai street food quality and repurchase intentions. Moreover, this research identified the significant moderating role of Eastern and Western cultures.
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Affiliation(s)
- Yoksamon Jeaheng
- International School of Tourism, Suratthani Rajabhat University, Muang Surat Thani, 84100, Thailand
| | - Amr Al-Ansi
- Faculty of Hospitality and Tourism Management, Macau University of Science and Technology, Taipa, 999078, Macau
| | - Bee-Lia Chua
- Department of Food Service and Management, Faculty of Food Science and Technology, Universiti Putra Malaysia, Serdang, Selangor, 43400, Malaysia
| | - Abdul Hafaz Ngah
- Faculty of Business, Economy and Social Development, Universiti Malaysia Terengganu, Kuala Nerus, Terengganu, 21030, Malaysia
| | - Hyungseo Bobby Ryu
- College of Health Sciences, Food Franchise Department, Kyungnam University, Changwon-si, Gyeongsangnam-do, 51767, South Korea,Correspondence: Hyungseo Bobby Ryu; Heesup Han, Email ;
| | - Antonio Ariza-Montes
- Social Matters Research Group, Universidad Loyola Andalucía, Córdoba, 14004, Spain
| | - Heesup Han
- College of Hospitality and Tourism Management, Sejong University, Seoul, 143-747, Korea
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Ngah AH, Ramayah T, Iranmanesh M, Zailani S. Editorial: Halal production, services, consumption, and consumer behavior. Front Psychol 2023; 13:1104099. [PMID: 36687835 PMCID: PMC9851648 DOI: 10.3389/fpsyg.2022.1104099] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 11/21/2022] [Accepted: 12/14/2022] [Indexed: 01/07/2023] Open
Affiliation(s)
- Abdul Hafaz Ngah
- Marketing Department, Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, Kuala Terengganu, Malaysia,*Correspondence: Abdul Hafaz Ngah ✉
| | - T. Ramayah
- School of Management, Universiti Sains Malaysia (USM), George Town, Malaysia,Department of Information Technology & Management, Daffodil International University, Dhaka, Bangladesh,Fakulti Ekonomi dan Pengurusan (FEP), Universiti Kebangsaan Malaysia (UKM), Bangi, Malaysia,Azman Hashim International Business School, Universiti Teknologi Malaysia (UTM), Johor Bahru, Malaysia,Applied Science Private University (ASU), Amman, Jordan,University Center for Research & Development (UCRD), Chandigarh University (CU), Sahibzada Ajit Singh Nagar, Punjab, India
| | - Mohammad Iranmanesh
- School of Business and Law, Edith Cowan University, Joondalup, WA, Australia
| | - Suhaiza Zailani
- Faculty of Business and Accountancy, Universiti Malaya, Kuala Lumpur, Malaysia
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Ngah AH, Kamalrulzaman NI, Mohamad MFH, Abdul Rashid R, Harun NO, Ariffin NA, Abu Osman NA. Do Science and Social Science Differ? Multi-Group Analysis (MGA) of the Willingness to Continue Online Learning. Qual Quant 2022; 57:1-24. [PMID: 35971418 PMCID: PMC9365218 DOI: 10.1007/s11135-022-01465-y] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [Grants] [Track Full Text] [Download PDF] [Figures] [Subscribe] [Scholar Register] [Received: 04/19/2021] [Revised: 03/28/2022] [Accepted: 06/07/2022] [Indexed: 11/19/2022]
Abstract
Without proper preparation by higher institutions, the COVID-19 pandemic has forced the world to rely on online learning. Even students of social science and science are looking for different knowledge and skills. Currently, both groups rely on the same method to gather knowledge for future undertakings. Given the uncertainty regarding the resolution of COVID-19, which has driven students to continue using online learning, the current study aims to identify the factors of willingness to continue online learning among social science and pure science students by extending the use of expectation-confirmation theory. Applying a purposive sampling method, 2,215 questionnaires were collected among undergraduate students from Universiti Malaysia Terengganu (UMT) using an online survey. Current study found that expectation and confirmation positively affect satisfaction. Attitude, satisfaction and readiness were found to have a positive relationship with willingness to continue online learning. Meanwhile, self-efficacy was found unsupported hypothesis for the direct effect. For multigroup analysis, readiness was found to have a significant difference between students of social science and pure science. The findings of this research enrich the literature about online learning, especially in the COVID-19 setting. Moreover, this work is useful for higher education institutions seeking to design a better strategy that allows students to return to campus.
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Affiliation(s)
- Abdul Hafaz Ngah
- Faculty of Business, Economics & Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Co-Authors, Malaysia
| | - Nurul Izni Kamalrulzaman
- Centre for Academic Management & Quality, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
| | - Mohamad Firdaus Halimi Mohamad
- Faculty of Business, Economics & Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Co-Authors, Malaysia
| | - Rosyati Abdul Rashid
- Centre for Foundation and Continuing Education, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
| | - Nor Omaima Harun
- Data and Digital Development Centre, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
- Faculty of Science and Marine Environment, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
| | - Nur Asma Ariffin
- Centre for Academic Management & Quality, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
- Faculty of Fisheries and Food Science, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu, Malaysia
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Long F, Ooi CS, Gui T, Ngah AH. Examining young Chinese consumers' engagement in restaurant food waste mitigation from the perspective of cultural values and information publicity. Appetite 2022; 175:106021. [PMID: 35395361 DOI: 10.1016/j.appet.2022.106021] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Received: 01/28/2022] [Revised: 03/14/2022] [Accepted: 03/25/2022] [Indexed: 11/02/2022]
Abstract
Food waste is a serious problem with regard to social equity and environmental challenges across the world. In recent decades, a dramatic growth of restaurant food waste has been seen in China. This study integrated the norm activation model (NAM), Chinese cultural values (i.e. face saving and group conformity) and information publicity to examine young Chinese consumers' food waste behaviors in a dining-out context. By drawing data from 311 respondents from Shenyang, Northeast China, this research finds that Chinese cultural values significantly influence personal norms and food waste practices. Meanwhile, publicized information could effectively shape cultural values and food waste behaviors. This study advances our understanding of young Chinese consumers' food waste behaviors from the perspective of cultural values and information publicity, which sheds light on how to mitigate the food waste challenge for policy makers, relevant NGOs, food service providers and even individuals.
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Affiliation(s)
- Fei Long
- UKM-Graduate School of Business, The National University of Malaysia (UKM), Bangi, Malaysia.
| | - Can-Seng Ooi
- School of Social Sciences, University of Tasmania (UTAS), Hobart, Australia.
| | - Ting Gui
- School of Foreign Languages, Liaoning University of Traditional Chinese Medicine, China.
| | - Abdul Hafaz Ngah
- Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, Malaysia.
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Ngah AH, Kamalrulzaman NI, Mohamad MFH, Rashid RA, Harun NO, Ariffin NA, Osman NAA. The sequential mediation model of students' willingness to continue online learning during the COVID-19 pandemic. Res Pract Technol Enhanc Learn 2022; 17:13. [PMID: 35350391 PMCID: PMC8947953 DOI: 10.1186/s41039-022-00188-w] [Citation(s) in RCA: 2] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Key Words] [Grants] [Track Full Text] [Figures] [Subscribe] [Scholar Register] [Received: 04/29/2021] [Accepted: 03/16/2022] [Indexed: 06/14/2023]
Abstract
This study explored the factors influencing students' willingness to continue with the online learning system during the coronavirus disease 2019 (COVID-19) pandemic by adopting the stimulus-organism-response (SOR) theory. This study also incorporated e-learning readiness, performance, and satisfaction as mediators. The present study employed the purposive sampling method, whereby 2215 data of undergraduate students from a public university were gathered using an online survey and analysed using structural equation modelling (SEM) with Smart Partial Least Squares (SmartPLS). The results revealed that students' e-learning readiness, performance, and satisfaction positively influenced their willingness to continue online learning. Besides, students' e-learning readiness, performance, and satisfaction sequentially mediated the relationship between the online learning system quality and willingness to continue online learning. Significantly, this study provided new insights into the literature on students' willingness to continue online learning by providing empirical evidence on the factors that support their willingness to continue online learning during the COVID-19 pandemic.
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Affiliation(s)
- Abdul Hafaz Ngah
- Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
| | - Nurul Izni Kamalrulzaman
- Centre for Academic Management and Quality, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
| | - Mohamad Firdaus Halimi Mohamad
- Faculty of Business, Economics and Social Development, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
| | - Rosyati Abdul Rashid
- Centre for Foundation and Continuing Education, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
| | - Nor Omaima Harun
- Data and Digital Development Centre, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
- Faculty of Science and Marine Environment, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
| | - Nur Asma Ariffin
- Centre for Academic Management and Quality, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
- Faculty of Fisheries and Food Science, Universiti Malaysia Terengganu, 21030 Kuala Nerus, Terengganu Malaysia
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Long F, Aziz NA, Ngah AH. How Does Face Culture Influence Chinese Gen Y's Outbound Travel Intention? Examining The Moderating Role of Face Gaining. Tourism Review International 2021; 25:371-384. [DOI: 10.3727/154427221x16245632411926] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [What about the content of this article? (0)] [Affiliation(s)] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 09/02/2023]
Abstract
Face is an indigenous cultural concept deeply rooted in Chinese society. It is believed that face plays a profound role in influencing Chinese people's social behaviors, but little research has been conducted to investigate its impacts in relation to outbound travel behaviors among
Chinese Gen Y tourists. This study collected 350 usable responses via online self-administered surveys, and examined the moderating effect of face gaining in the theory of reasoned action (TRA) model. Contrary to the extant literature, the present research indicates a negative moderating effect
of face gaining on the positive relationship between attitude and outbound travel intention in a Chinese context. Through analysis and discussion, some theoretical and managerial implications are presented, which facilitates our understanding of face culture and Chinese Gen Y tourists. Additionally,
limitations and future research directions are provided.
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Affiliation(s)
- Fei Long
- UKM-Graduate School of Business, The National University of Malaysia, Selangor, Malaysia
| | - Norzalita Abd Aziz
- UKM-Graduate School of Business, The National University of Malaysia, Selangor, Malaysia
| | - Abdul Hafaz Ngah
- School of Maritime Business and Management, Universiti Malaysia Terengganu, Terengganu, Malaysia
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Al-Gasawneh JA, Al-Adamat AM, Al-Qeed MA, Nusairat NM, Ahmed A, Ngah AH, Judeh M. Moderator-moderator: Digital coupon sales promotion, online reviews, website design, and the online shopping intention of consumers in Jordan. 10 5267/j ijdns 2021. [DOI: 10.5267/j.ijdns.2021.7.005] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [What about the content of this article? (0)] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022] Open
Abstract
Although there have been unprecedented advances in technology worldwide, it is challenging for businesses and marketers to develop novel strategies of attracting consumers because the latter’s online shopping intentions have not changed according to the technological advances. Given these considerations, the present paper investigated how online shopping intention was influenced by website design and online reviews, how the relationship between website design and online shopping intention was moderated by online reviews, and how the relationship between online reviews and online shopping intention was moderated by digital coupon sales promotion. To that end, the paper drew on the theoretical framework of the Unified Theory of Acceptance and Use of Technology. A sample of consumers from Jordan was used for data collection, with Smart Partial Least Squares being employed for the analysis of the 225 responses received. Based on the findings, online shopping intention was favorably influenced by website design and by online reviews, while the relationship between website design and online shopping intention was moderated by online reviews. Likewise, the relationship between online reviews and online shopping intention was moderated by digital coupon sales promotion. Digital marketing agencies can use such findings to develop a marketing strategy targeting young adult consumers in Jordan.
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Eneizan B, Taamneh M, Enaizan O, Almaaitah MF, Ngah AH, Alsakarneh A. Human resources practices and job satisfaction on customer satisfaction: The mediating role of quality of customer interaction in online call center. 10 5267/j ijdns 2021. [DOI: 10.5267/j.ijdns.2020.12.001] [Citation(s) in RCA: 6] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [What about the content of this article? (0)] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/17/2022] Open
Abstract
The frequently discussed topic of job satisfaction is not new in the field of organizational behavior research. Job satisfaction is related to customer satisfaction; however, there is a scarcity of empirical evidence regarding this link. The current piece of research examines the said relationship in the context of the online call center. In addition, this study investigates the effect of human resources (HR) practices on job satisfaction within the online call center context. The sample of the study consists of 275 employees who were working as an online call center. SMARTPLS 3 was used to analyze the data. The findings of the study indicated a positive relationship between HR practices with job satisfaction. Furthermore, a positive impact of job satisfaction on customer satisfaction is observed. The mediation of customer interaction quality is also found to be significant in the relationship between job satisfaction and customer satisfaction.
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Tan LL, Abd Aziz N, Ngah AH. Mediating effect of reasons on the relationship between altruism and green hotel patronage intention. J Market Anal 2020; 8:18-30. [DOI: 10.1057/s41270-020-00067-7] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.5] [Reference Citation Analysis] [What about the content of this article? (0)] [Track Full Text] [Subscribe] [Scholar Register] [Revised: 08/14/2019] [Indexed: 09/02/2023]
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Rahi S, Ghani MA, Ngah AH. A structural equation model for evaluating user’s intention to adopt internet banking and intention to recommend technology. 10 5267/j ac 2018:139-152. [DOI: 10.5267/j.ac.2018.3.002] [Citation(s) in RCA: 13] [Impact Index Per Article: 2.2] [Reference Citation Analysis] [What about the content of this article? (0)] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 09/02/2023]
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Rahi S, Abd. Ghani M, Alnaser FMI, Ngah AH. Investigating the role of unified theory of acceptance and use of technology (UTAUT) in internet banking adoption context. 10 5267/j msl 2018:173-186. [DOI: 10.5267/j.msl.2018.1.001] [Citation(s) in RCA: 19] [Impact Index Per Article: 3.2] [Reference Citation Analysis] [What about the content of this article? (0)] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 09/02/2023]
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