The Impact of the E-Service Quality of Online Databases on Users’ Behavioral Intentions: A Perspective of Postgraduate Students

Dia Zeglat, Fayiz Shrafat and Ziad Al-Smadi
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Dia Zeglat: Department of Business Administration, The Hashemite University, Zarqa, Jordan
Fayiz Shrafat: Department of Business Administration, The Hashemite University, Zarqa, Jordan,
Ziad Al-Smadi: Department of Business Administration, The Hashemite University, Zarqa, Jordan.

International Review of Management and Marketing, 2016, vol. 6, issue 1, 1-10

Abstract: This study aimed to explore the impact of the e-service quality (E-SQ) of the online academic databases offered in the Jordanian academic institutions on end users’ behavioral intentions. To do that, the current study employed a quantitative survey approach to test a set of hypotheses and answer the research questions. This study implemented the convenience sampling technique to select a representative sample of postgraduate students at Jordanian public and private universities. Two hundred and eighty questionnaires were distributed, 230 questionnaires were completed, and 50 questionnaires were excluded. The findings of the study showed that only four dimensions of E-SQ (ease of use, website design, security, and reliability variables) have a positive impact on users’ satisfaction. The results also showed that five dimensions of E-SQ (ease of use, security, reliability, website design, and responsiveness) have a positive impact on users’ behavioral intentions. Furthermore, the results demonstrated that users’ satisfaction has a positive impact on users’ behavioral intentions. The study also concluded that user satisfaction has mediated partially the impact of E-SQ on behavioral intention in the online database setting.

Keywords: E-service Quality; Users’ Satisfaction; Users’ Behavioral Intentions; Academic Online Data Bases (search for similar items in EconPapers)
JEL-codes: M1 M3 M31 (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (2)

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