Information System Success for Organizational Sustainability: Exploring the Public Institutions in Saudi Arabia

Almuqrin, Abdullah; Mutambik, Ibrahim; Alomran, Abdulaziz; Zhang, Zuopeng

doi:10.3390/su15129233

Cited by 10 publications

(9 citation statements)

References 95 publications

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“…However, a feeling of reliability in the consumer also derives from their perception of security [146], which is an issue linked to, but separate from, the dimension of perceived risk. The customer experience is positive when the user relates the service provider to an adequate level of security mechanisms and procedures [147]. Fintech companies should make robust, secure and highly reliable processes and systems a priority to build a sense of trust and confidence in customers.…”

Section: Discussion and Theoretical Implicationsmentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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The concept of open banking has emerged only recently within the fintech sector, and it is rapidly becoming popular in many regions across the world. Currently, there are very few studies on the relationship between customer experience and intention to use fintech apps, none of which focus on open banking. This relationship is significant for a number of reasons, one of which is the emerging importance of the connection between fintech and an environmentally sustainable economy. This paper seeks to add to our understanding of the factors that shape the customer experience and that determine loyalty levels toward open banking brands and apps. We propose a model in which a number (six) of affective and cognitive factors influence customer experience, which ultimately determines loyalty intention. The model is tested using data collected via a quantitative (survey) methodology involving open banking users in Saudi Arabia. The results show that customer experience is affected by all of the proposed factors (ease of use, perceived value, quality of support, reliability, perceived risk and ability to innovate). These factors, in turn, actively influence the level of customer loyalty. The study contributes to the current literature by identifying the various cognitive and affective determinants of customer experience, which therefore influences loyalty intention in open banking, and provides valuable insights into how both new and established brands should integrate customer experience into promotional and development strategies.

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Section: Discussion and Theoretical Implicationsmentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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“…In the context of the current study, the information processing capability is a theoretical construct. In order to deploy the idea in an operational context-that is, to effectively combine existing IT systems with other resources, both human and machine, as described by Almuqrin et al [46]-organisations must have a high degree of the factor we refer to, in this research, as digital competence. However, digital competence is not, in itself, sufficient.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Digital Transformation as a Driver of Sustainability Performance—A Study from Freight and Logistics Industry

Mutambik

2024

Sustainability

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Over the past two decades, environmental sustainability has become a key corporate and organisational issue. Today, firms are increasingly turning to existing and emerging digital technologies to help ensure that they meet the medium and long-term needs and expectations of customers and other stakeholders with respect to sustainability performance. This raises the important question of which digitisation factors most significantly impact environmental sustainability performance, as well as the mediating factor of sustainability innovation balance (the ability of a firm to balance the exploration of new innovations with the exploitation of existing innovations). A comprehensive survey instrument was developed and refined through expert feedback and a pilot study, leading to data collection from 374 professionals in the Freight and Logistics industry in Saudi Arabia, all of whom held senior positions in areas such as business development, IT, and Environmental, Social, and Governance (ESG) departments. This data was then analysed using structural equation modelling (SEM). The results of this analysis showed that the key factors impacting sustainability performance were digital competence, strategy alignment, digital adaptability, innovation exploitation and innovation exploration. These findings contribute to the current literature by expanding our understanding of the real-world drivers of sustainability performance. In practical terms, the study will help managers improve sustainability performance by enhancing resource efficiency, streamlining, and supply chain management, as well as improving employee engagement and training, fostering a culture of sustainability within the organisation.

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“…Statovci (2021) demonstrated a significant impact of digitalization on reducing costs and time in Kosovo's public administration through regression analysis of survey responses (Statovci 2021). Moreover, Almuqrin et al's (2023) study on Saudi ministries found perceived sustainability success had slight associations with positive dimensions of information systems like user satisfaction (Almuqrin et al 2023). There are lingering doubts about whether the efficiency gains seen in private industry through investments in data-driven decision platforms and automation solutions can be replicated in government entities burdened by bureaucracy (Kaššaj and Peráček 2024).…”

Section: Introductionmentioning

confidence: 99%

How Do Digital Capabilities Affect Organizational Performance in the Public Sector? The Mediating Role of the Organizational Agility

Atobishi,

Moh’d Abu Bakir,

Nosratabadi

2024

Administrative Sciences

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As public sector agencies face rising imperatives to digitally transform citizen services, data systems, and internal operations, questions persist as to whether investments in big data analytics and automation capabilities, evidenced to drive organizational performance in private industry, translate to bureaucratic government contexts. This research quantitatively investigates the link between digital capabilities and organizational performance in the Jordanian ministry of Justice. Survey data collected from 292 public officials assessed capabilities in data-driven decision making, flexible automation, and interactive constituent communications alongside organizational agility and performance indexes spanning efficiency, quality, and satisfaction metrics. Structural equation modeling analysis reveals that digital capabilities relate significantly to heightened agility and all targeted performance areas. Improved agility mediates over half the performance impact attributable to upgraded technical systems, highlighting the vital role of evolving digitally enabled flexibility in realizing returns on analytics and process modernization initiatives. Findings validate the applicability of conclusions on digitization returns formed in corporate environments to public sector contexts, contingent on bundled change management programming enabling both technical and adaptive capacity building across the workforce. As global regions expand e-governance programs premised on harnessing emerging technologies to enhance civic institutions, this research offers generalizable models guiding multifaceted preparations to amplify impact.

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Information System Success for Organizational Sustainability: Exploring the Public Institutions in Saudi Arabia

Cited by 10 publications

References 95 publications

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Digital Transformation as a Driver of Sustainability Performance—A Study from Freight and Logistics Industry

How Do Digital Capabilities Affect Organizational Performance in the Public Sector? The Mediating Role of the Organizational Agility

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