Impact of Cloud Services and Services Quality on Competitive Service Quality of Islamic Banks: Moderating role of consumer e-learning
DOI:
https://doi.org/10.56294/dm2025898Keywords:
cloud services, service quality, competitive service quality, Islamic banks, JordanAbstract
Introduction: The main aim of the current study is to explore the moderating impact of consumer e-learning on the relationship between cloud services, service quality, and competitive service quality in Islamic banks. With the growing reliance on digital banking and cloud technologies, understanding how e-learning can enhance the effectiveness of these services and improve consumer perception is crucial. The research focuses on examining these variables in the context of Islamic banking, where service quality is often directly linked to customer satisfaction and competitive advantage.
Methods: To achieve the study's goal, data was collected from e-banking consumers using a structured survey. The researchers applied Structural Equation Modeling (SEM) using AMOS software to analyze the relationships between cloud services, service quality, and competitive service quality, while also examining the moderating role of consumer e-learning. The data sample was obtained from banking consumers in a single country, which may limit the generalizability of the findings.
Results: The results of the study indicated that: Cloud services have a significant positive impact on competitive service quality, Service quality has a significant positive impact on competitive service quality, The study’s primary contribution was the confirmation of the moderating effect of consumer e-learning. E-learning in the context of consumer education was found to enhance the relationship between cloud services, service quality, and competitive service quality, making it a key factor for improving customer experiences.
Conclusions: The study underscores the importance of consumer e-learning in enhancing the quality and competitiveness of cloud services in Islamic banks. However, certain limitations exist, such as the small sample size and the study being confined to only one country. To build on these findings, future research is recommended to include a larger sample size from diverse geographical regions and consider conducting longitudinal studies to assess the pre- and post-learning effects of consumer education on service quality and competitiveness.
References
Abedifar, P., Giudici, P., & Hashem, S. (2017). Heterogeneous market structure and systemic risk: evidence from dual banking systems. Journal of Financial Stability, 33, 96-119.
Abror, A., Patrisia, D., Engriani, Y., Susi Evanita, Y. Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691-1705. doi: https://doi.org/10.1108/JIMA-03-2019-0044
Alghadi, M. (2024). The influence of some fintech service on the performance of Islamic bank in Jordan. International Journal of Data and Network Science, 8(1), 395-400.
Alghadi, M. (2024). Effect of financial technology on liquidity in Jordan. International Journals of Academic Research World, 8(6), 41-47.
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Algharabat, R. (2018). Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk. Journal of Retailing and Consumer Services, 40, 125-138. doi:https://doi.org/10.1016/j.jretconser.2017.08.026
Al-Emadi, Ahmed, K., Kassim, Z. A., & Razzaque, A. (2021). User friendly and user satisfaction model aligned with fintech. In Innovative Strategies for Implementing FinTech in Banking (pp. 291-301). IGI Global .
Alenezi, A. (2020). The role of e-learning materials in enhancing teaching and learning behaviors. International Journal of Information and Education Technology, 10(1), 48-56.
Alkhuzaie, A. S., & Asad, M. (2018). Operating cashflow, corporate governance, and sustainable dividend payout. International Journal of Entrepreneurship, 22(4), 1-9.
Alnsour, I. (2020).The effect of corporate governance on banks performance: An empirical study on Jordanian Islamic Banks. Palarch’s Journal of Archaeology of Egypt/Egyptology, 1-14.
Alnsour, I. (2022). Impact of fintech over consumer experience and loyalty intentions: an empirical study on Jordanian islamic banks. Cogent Business & Management, 1-17.
Alnsour, I. (2022). The employees attitudes toward practices of Jordan’s Islamic banks social responsibility to activate their developmental roles. IUGJEPS, 55-77.
Alsuwais, N., Awawdeh, H., Airout, R., Altaamneh, Y., Shatnawi, M., Abu Laila, H. L., & Awawdeh, H. The Impact of Digital Financial Technology in Achieving Digital Entrepreneurship: Business Intelligence as a Modifying Variable in Jordanian Islamic Banks. Available at SSRN 5056498.
Al-Zoubi et al., (2025). The impact of project management skills, IT integration, supply chain coordination, process innovation, and communication language on organizational performance in educational institutions. Journal of Project Management 10
Amir, A., & Asad, M. (2018). Consumer’s Purchase Intentions towards automobiles in Pakistan. Open Journal of Business and Management, 6, 202-213. doi:10.4236/ojbm.2018.61014
Asad, M., Ahmad, I., Haider, S. H., & Salman, R. (2018). A critical review of islamic and conventional banking in digital era: A case of Pakistan. International Journal of Engineering & Technology, 7(4.7), 57-59.
Asad, M., Asif, M. U., Bakar, L. J., & Altaf, N. (2021). Entrepreneurial orientation, big data analytics, and SMEs performance under the effects of environmental turbulence. 2021 International Conference on Data Analytics for Business and Industry (ICDABI) (pp. 144-148). Zallaq: IEEE. doi:10.1109/ICDABI53623.2021.9655870
Asad, M., Asif, M. U., Khan, A. A., Allam, Z., & Satar, M. S. (2022). Synergetic effect of entrepreneurial orientation and big data analytics for competitive advantage and SMEs performance. 2022 International Conference on Decision Aid Sciences and Applications (DASA) (pp. 1192-1196). Chiangrai, Thailand: IEEE. doi:10.1109/DASA54658.2022.9765158
Asad, M., Shabbir, M. S., Salman, R., Haider, S. H., & Ahmad, I. (2018). "Do entrepreneurial orientation and size of enterprise influence the performance of micro and small enterprises? A study on mediating role of innovation. Management Science Letters, 8 (10), 1015-1026. doi:10.5267/j.msl.2018.7.008
Asif, M. U., Asad, M., Bhutta, N. A., & Khan, S. N. (2021). Leadership behavior and sustainable leadership among higher education institutions of Pakistan. Sustainable Leadership and Academic Excellence International Conference (SLAE) (pp. 1-6). Manama, Bahrain: IEEE Xplore. doi:10.1109/SLAE54202.2021.9788081
Asif, M. U., Asad, M., Kashif, M., & Haq, A. u. (2021). Knowledge exploitation and knowledge exploration for sustainable performance of SMEs. 2021 Third International Sustainability and Resilience Conference: Climate Change (pp. 29-34). Sakheer: IEEE. doi:10.1109/IEEECONF53624.2021.9668135
Azizan, M. T., Mellon, N., Ramli, R. M., & Yusup, S. (2018). Improving teamwork skills and enhancing deep learning via development of board game using cooperative learning method in reaction engineering course. Education for Chemical Engineers, 22, 1-13. doi:https://doi.org/10.1016/j.ece.2017.10.002
Beckers, S. F., Bone, S. A., Fombelle, P. W., Doorn, J. v., Verhoef, P. C., & Ray, K. R. (2018). Happy users, grumpy bosses: Current community engagement literature and the impact of support engagement in a B2B setting on user and upper management satisfaction. In Customer Engagement Marketing, 141-169.
Bilal, Z. O., & Sulaiman, M. A. (2021). Factors persuading customers to adopt islamic banks and windows of commercial banks services in Sultanate of Oman. Review of International Geographical Education(RIGEO), 11(4), 651-660. doi:10.33403/rigeo. 800679
Cai, F., Zhu, N., He, J., Mu, P., Li, W., & Yu, Y. (2019). Survey of access control models and technologies for cloud computing. Cluster Computing, 22(3), 6111-6122.
Cearnău, D.-C. (2018). Cloud computing-emerging technology for computational services. Informatica Economica, 22(4).
Chauhan, V., Yadav, R., & Choudhary, V. (2019). Analyzing the impact of consumer innovativeness and perceived risk in internet banking adoption: A study of Indian consumers. International Journal of Bank Marketing, 37(1), 323-339. doi:https://doi.org/10.1108/IJBM-02-2018-0028
Chethiyar, S. D., Asad, M., Kamaluddin, M. R., Ali, A., & Sulaiman, M. A. (2019). Impact of information and communication overload syndrome on the performance of students. Journal of Human and Social Sciences, 390-406.
Damer, N., Al-Znaimat, A. H., Asad, M., & Almansour, A. Z. (2021). Analysis of motivational factors that influence usage of Computer Assisted Audit Techniques (CAATs) auditors in Jordan. Academy of Strategic Management Journal, 20(Special Issue 2), 1-13.
Dawson, J., & Thomson, R. (2018). The future cybersecurity workforce: Going beyond technical skills for successful cyber performance. Frontiers in Psychology .
Fadhel, H. A., Aljalahma, A., Almuhanadi, M., Asad, M., & Sheikh, U. (2022). Management of higher education institutions in the GCC countries during the emergence of COVID-19: A review of opportunities, challenges, and a way forward. The International Journal of Learning in Higher Education, 29(1), 83-97. doi:https://doi.org/10.18848/2327-7955/CGP/v29i01/83-97
Fauzi, A. A., & Suryani, T. (2018). Measuring the effects of service quality by using carter model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing, 10(1). doi: https://doi.org/10.1108/JIMA-04-2017-0048
Felix, P. (2018). Prospects and challenges of electronic banking in Ghana: The case of Zenith Bank, Sunyani. IJAMEE.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the sultanate of Oman. Sage Open, 10(2). doi:https://doi.org/10.1177/2158244020919517
Ghafoor, K. Z., Kong, L., Rawat, D. B., Hosseini, E., & Sadiq, A. S. (2018). Quality of service aware routing protocol in software-defined internet of vehicles. IEEE Internet of Things Journal, 6(2), 2817-2828.
Giudici, R., & Shapley-Lorenz. (2021). eXplainable artificial intelligence. Expert systems with applications, 167, 114104.
Hair, J. J., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (Second ed.). London: Sage.
Hammami , S. M., Ahmed , F., Johny, J., & Sulaiman, M. A. (2021). Impact of knowledge capabilities on organisational performance in the private sector in Oman: An SEM approach using path analysis. International Journal of Knowledge Management, 17(1), 15-18. doi:10.4018/IJKM.2021010102
Hanjaya, M., Kenny, K., & Gunawan, F. (2019). Understanding factors influencing consumers online purchase intention via mobile app: perceived ease of use, perceived usefulness, system quality, information quality, and service quality. Marketing Instytucji Naukowych i Badawczych, 2(32), 175-206.
Hirzalla, M. (2010). Realizing business agility requirements through SOA and cloud computing. International Requirements Engineering Conference (pp. 379-380). 18th IEEE.
Hussein, L. A., & Hilmi, M. F. (2020). Cloud computing based E-learning in Malaysian universities. International Journal of Emerging Technologies in Learning, 15(8).
Jeevitha, J. K., & Athisha, G. (2021). A novel scheduling approach to improve the energy efficiency in cloud computing data centers. Journal of Ambient Intelligence and Humanized Computing, 12(6), 6639-6649.
Jnr, B. A., Majid, M. A., & Romli, A. (2018). Green information technology adoption towards a sustainability policy agenda for government-based institutions: An administrative perspective. Journal of Science and Technology Policy Management, 10(2), 274-300. doi:https://doi.org/10.1108/JSTPM-11-2017-0056
Kadir, O. A., Hamzah, M. I., & Hassan, L. F. (2020). Modeling the contingent role of technological optimism on customer satisfaction with self-service technologies: A case of cash-recycling ATMs. Journal of Enterprise Information Management, 33(3), 559-578. doi:https://doi.org/10.1108/JEIM-09-2019-0295
Kashif, M., Asif, M. U., Ali, A., Asad, M., Chethiyar, S. D., & Vedamanikam, M. (2020). Managing and implementing change successfully with respect to COVID-19: A way forward. PEOPLE: International Journal of Social Sciences, 6(2), 609-624. doi:org/10.20319/pijss.2020.62.609624
Khalil, R., Asad, M., & Khan, S. N. (2018). Management motives behind the revaluation of fixed assets for sustainability of entrepreneurial companies. International Journal of Entrepreneurship, 22(Special), 1-9.
Khan, A. A., Asad, M., Khan, G. u., Asif, M. U., & Aftab, U. (2021). Sequential mediation of innovativeness and competitive advantage between resources for business model innovation and SMEs performance. 2021 International Conference on Decision Aid Sciences and Application (DASA) (pp. 724-728). Sakheer: IEEE. doi:10.1109/DASA53625.2021.9682269
Kim, Y.‐p., Lee, S.‐h., & Yun, D.‐g. (2004). Integrating current and competitive service‐quality level analyses for service‐quality improvement programs. Managing Service Quality: An International Journal, 14(4), 288-296. doi:https://doi.org/10.1108/09604520410546824
Komulainen, H., & Saraniemi, S. (2019). Customer centricity in mobile banking: A customer experience perspective. International Journal of Bank Marketing, 37(5), 1082-1102. doi:https://doi.org/10.1108/IJBM-11-2017-0245
Krejcie, R. V., & Morgan, D. W. (1970). Determining Sample Size for Research Activities. Educational and psychological Measurement, 30(3), 607-610. doi:https://doi.org/10.1177/001316447003000308
Kritikos, K., Magoutis, K., Papoutsakis, M., & Ioannidis, S. (2019). A survey on vulnerability assessment tools and databases for cloud-based web applications. Array, 3-4. doi:https://doi.org/10.1016/j.array.2019.100011
Lang, M., Wiesche, M., & Krcmar, H. (2018). Criteria for selecting cloud service providers: A delphi study of quality-of-service attributes. Information and Management, 55(6), 746-758. doi:https://doi.org/10.1016/j.im.2018.03.004
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, E-learning and service quality. Technology in Society, 64. doi:https://doi.org/10.1016/j.techsoc.2020.101487
Lin, K.-M. (2011). E-Learning continuance intention: Moderating effects of user E-learning experience. Computers & Education, 56(2), 515-526. doi:https://doi.org/10.1016/j.compedu.2010.09.017
Majali, T., Alkaraki, M., Asad, M., Aladwan, N., & Aledeinat, M. (2022). Green transformational leadership, green entrepreneurial orientation and performance of SMEs: The mediating role of green product innovation. Journal of Open Innovation: Technology, Market, and Complexity, 8(191), 1-14. doi:https://doi.org/10.3390/joitmc8040191
Malik, M. I., Wani, S. H., & Rashid, A. (2018). Cloud computing-technologies. International Journal of Advanced Research in Computer Science, 9(2).
Mavridis, I., & Karatza, H. (2019). Combining containers and virtual machines to enhance isolation and extend functionality on cloud computing. Future Generation Computer Systems, 94, 674-696. doi:https://doi.org/10.1016/j.future.2018.12.035
Moreno-Vozmediano, R., Montero, R. S., & Llorente, I. M. (2012). Key challenges in cloud computing: Enabling the future internet of services. IEEE Internet Computing, 17(4), 18-25.
Na, Y. K., Kang, S., & Jeong, H. Y. (2019). The effect of market orientation on performance of sharing economy business: Focusing on marketing innovation and sustainable competitive advantage. Sustainability, 11(3). doi:https://doi.org/10.3390/su11030729
Prasadh, R. R. (2018). Examining the roles of perceived quality and customer satisfaction as predictors of customer loyalty in the Indian E-banking context. Journal of Management Research, 18(3), 176-187.
Qalati, S. A., Ostic, D., Sulaiman, M. A., Gopang, A. A., & Khan, A. (2022). Social media and SMEs’ performance in developing countries: Effects of technological-organizational-environmental factors on the adoption of social media. SAGE Open, 12(2), 1-13. doi:10.1177/21582440221094594
Quinlan, C., Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2018). Business Research Methods (2 ed.). London: Cengage Learning.
Rahi, S., Ghani, M. A., & Ngah, A. H. (2020). Factors propelling the adoption of internet banking: the role of E-customer service, website design, brand image and customer satisfaction. International Journal of Business Information Systems, 33(4), 549-569.
Rezaeipanah, A., Mojarad, M., & Fakhari, A. (2022). Providing a new approach to increase fault tolerance in cloud computing using fuzzy logic. International Journal of Computers and Applications, 44(2), 139-147. doi:https://doi.org/10.1080/1206212X.2019.1709288
Riphah, H. Z., Ali, S., Danish, M., & Sulaiman, M. A. (2022). Factors affecting consumers intentions to purchase dairy products in Pakistan: A cognitive affective-attitude approach. Journal of International Food & Agribusiness Marketing, 1-26. doi:10.1080/08974438.2022.2125919
Sathiyavany, N., & Shivany, S. (2018). E-banking service qualities, E-customer satisfaction, and E-loyalty: A conceptual model. The International Journal of Social Sciences and Humanities Invention, 5(6), 4808-4819.
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5). doi:https://doi.org/10.1108/IJBM-03-2018-0063
Singh, M., Tanwar, K. S., & Srivastava, V. M. (2018). Cloud computing adoption challenges in the banking industry. International Conference on Advances in Big Data, Computing and Data Communication Systems (icABCD) (pp. 1-5). IEEE.
Singh, S., & Srivastava, R. K. (2020). Understanding the intention to use mobile banking by existing online banking customers: an empirical study. Journal of Financial Services Marketing, 25(3), 86-96.
Taherdoost, H. (2018). Development of an adoption model to assess user acceptance of e-service technology: E-Service Technology Acceptance Model. Behaviour & Information Technology, 37(2), 173-197.
Tarhini, A., Hone, K., & Liu, X. (2014). The effects of individual differences on e-learning users’ behaviour in developing countries: A structural equation model. Computers in Human Behavior, 41, 153-163. doi:https://doi.org/10.1016/j.chb.2014.09.020
Ullah, Z., Otero, S. Á., Sulaiman, M. A., Sial, M. S., Ahmad, N., Scholz, M., & Omhand, K. (2021). Achieving organizational social sustainability through electronic performance appraisal systems: The moderating Influence of transformational leadership. Sustainability, 13(10), 1-14. doi:0.3390/su13105611
Valle, L. D., Fantazzini, D., & Giudici, P. (2008). Copulae and operational risk. Int. Journal of Risk Assessment and Management, 9(3), 238-250.
Vinoth, S., Vemula, H. L., Haralayya, B., Mamgain, P., Hasan, M. F., & Naved, M. (2022). Application of cloud computing in banking and E-commerce and related security threats. Materials Today: Proceedings, 51, 2172-2175. doi:https://doi.org/10.1016/j.matpr.2021.11.121
Wang, L., Garg, H., & Li, N. (2021). Pythagorean fuzzy interactive Hamacher power aggregation operators for assessment of express service quality with entropy weight. Soft Computing, 25(2), 973-993.
Yasin, M., Liébana-Cabanillas, F., Porcu, L., & Kayed, R. N. (2020). The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine. Journal of Retailing and Consumer Services, 52. doi:https://doi.org/10.1016/j.jretconser.2019.101902
Zanni, A., Forsstrom, S., Jennehag, U., & Bellavista, P. (2018). Elastic provisioning of internet of things services using fog computing: An experience report. International Conference on Mobile Cloud Computing, Services, and Engineering (MobileCloud) (pp. 17-22). 6th IEEE .
Zemrane, H., Baddi, Y., & Hasbi, A. (2019). Iot smart home ecosystem: Architecture and communication protocols. International Conference of Computer Science and Renewable Energies (pp. 1-8). IEEE.
Zheng, Y., Hatakka, M., Sahay, S., & Andersson, A. (2018). Conceptualizing development in information and communication technology for development (ICT4D). Information Technology for Development, 24(1), 1-14.
Zhou, G., Wang, X., Chen, W., Li, X., & Chen, Z. (2020). Realization and application of geological cloud platform. Big Earth Data, 4(4), 464-478.
Almasarweh, M., Jawasreh, Z., AlGhasawneh, Y., Matalka, M., Alshuaibi, M., Kalbouneh, N., & Zoubi, M. (2023). The impacts of task technology fit, transparency, and supply chain agility on the blockchain adoption by SMEs in Jordan. International Journal of Data and Network Science, 7(3), 1303-1310.
Alzoubi, S., & Zoubi, M. (2023). Exploring the relationship between robot employees' perceptions and robot-induced unemployment under COVID-19 in the Jordanian hospitality sector. International Journal of Data and Network Science, 7(4), 1563-1572.
Matalka, M., Badir, R., Ahmad, A., Al-Said, K., Nassar, H., Alzoubi, S., & Alzoubi, M. (2024). The adoption of ChatGPT marks the beginning of a new era in educational platforms. International Journal of Data and Network Science, 8(3), 1941-1946.
Matalka, M., & Zoubi, M. (2023). The influence of soft and hard quality management practices on quality improvement and performance in UAE higher education. International Journal of Data and Network Science, 7(3), 1311-1320.
Zoubi, M., ALfaris, Y., Fraihat, B., Otoum, A., Nawasreh, M., & ALfandi, A. (2023). An extension of the diffusion of innovation theory for business intelligence adoption: A maturity perspective on project management. Uncertain Supply Chain Management, 11(2), 465-472.
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Ibrahim Radwan Alnsour, Mohammad Yousef Alghadi (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
The article is distributed under the Creative Commons Attribution 4.0 License. Unless otherwise stated, associated published material is distributed under the same licence.
