Education
- Ph.D. Marketing, Brunel University, UK
- MBA, University of Jordan, Jordan
- B.SC. degree in Business Administration, University of Jordan, Jordan
Research Interests
- Technology acceptance /adoption
- Online behavior
- Social media marketing
- Consumer Resilience
- Blockchain marketing
- Super Apps
Selected Publications
- AlQeisi, K., Eletter, S. (2022). Assessing Service Quality and Customers Satisfaction Using Online Reviews. In: Yaseen, S.G. (eds) Digital Economy, Business Analytics, and Big Data Analytics Applications. Studies in Computational Intelligence, vol 1010. Springer, Cham. https://doi.org/10.1007/978-3-031-05258-3_24
- Abbad, M., Magbou, I., and AlQeisi, K. (2021) Determinants and outcomes of e-business adoption among manufacturing SMEs: Insights from a developing country. Journal of Science and Technology Policy Management. https://doi.org/10.1108/JSTPM-03-2021-0049.
- Abbad, M., Jaber, F. , AlQeisi, K., and Eletter, S. (2021). AI, Big Data, and Value Co-Creation: A Conceptual Model (Chapter) in the Fourth Industrial Revolution: Implementation of Artificial Intelligence for Growing Business Success. https://www.springer.com/series/7092,pp pp 475-483.
- Magboul, I., Abbad, M., Jaber, F. and AlQeisi, K. (2021) Antecedents and outcome of electronic government implementation in a service sector context. Int. J. Electronic Governance, 13,1 pp 21-47.
- Abbad, M., Alkhatib, G., AlQeisi, K., and Jaber, F. (2019). Jordan banks’ perceptions of customer relationship management: a TAM-based investigation. J. Global Business Advancement, 12, 820- 838.
- Al-Qeisi K, Dennis C, Jayawardhena C and Alamanos E (2014) Website design quality and usage behavior: an application of the UTAUT model. Journal of Business Research, 67, 2282-2290.
Teaching Courses
- Marketing Management
- Principles of Marketing
- Principles of Management
- Service Marketing
- Consumer Behavior
- Marketing Research
- Advertising and Promotion Management
- Digital Marketing
- Global Marketing
- Healthcare Marketing
Expertise related to UN Sustainable Development Goals
In 2015, UN member states agreed to 17 global Sustainable Development Goals (SDGs) to end poverty, protect the planet and ensure prosperity for all.
This person’s work contributes towards the following SDG(s):
Memberships
British Academy of Management
Assessing Service Quality and Customer Satisfaction Using online Reviews
Published in: The 17 Scientific Annual International Conference for Business
Oct 26, 2021
Kholoud AlQeisi
Shorouq F. Eletter
Prevailing communication technologies nowadays allow for consumers ex-changing and sharing views over many products and services and the prevalence of the online media furtherly accelerated e-WOM influence. E-MOW is considered valuable for customers, both existing and potential, to extract in-depth information about marketing offers in an objectively reduced effort or cost. Online reviews project major influence on consumer decisions; correspondingly customers lacking previous experience with a particular food business operator is more likely to seek external information sources. From the business perspective, customers’ reviews give insight around key performance flaws and reviews’ analysis can enhance a business ability to serve customers and build a desired positioning based on the positive feedbacks. The current study is focused on take away food businesses in the UK through analyzing food delivery reviews posted by customers using clustering techniques and data mining in order to define key service performance aspects which lead to customer satisfaction/dissatisfaction. The finding indicate food quality and delivery services are among the key factors leading to customer satisfaction/dissatisfaction
Determinants and outcomes of e-business adoption among manufacturing SMEs: Insights from a developing country
Published in: Journal of Science and Technology Policy Management
Aug 11, 2021
In response to a turbulent industrial environment, especially for small and medium enterprises (SMEs), organizations have widely adopted e-business to improve their processes. This study aims to propose a model that encapsulates the determinants and outcomes of e-business adoption. Design/methodology/approach The determinants and outcomes of e-business adoption were tested using data gathered from 282 managers and analyzed using structural equation modelling techniques. Findings The results indicated that owner support, perceived ease of use and government support were important determinants that influence e-business adoption. Attitude, competitive pressure and relative advantage were not significant. Regarding outcomes, e-business adoption had a major impact on SME functioning and operational progress; however, it had no influence on competitive advantage. Originality/value By ascertaining the determinants and outcomes of e-business adoption, the findings provide e-business practitioners and managers with guidelines that can encourage more efficient and effective e-business adoption within their organizations. The results also provide a basis for more precise e-business studies to be conducted in developing countries.
Antecedents and outcome of electronic government implementation in a service sector context
Published in: International Journal of Electronic Governance
Apr 15, 2021
Ibrahim Magboul
Muneer Abbad
Faten Jaber
Kholoud AlQeisi
This research assesses the implementation of e-government in the police department in Sudan. The objectives of the study are to: a) investigate the effect of antecedents (government support, IT infrastructure, training, trust, ease of use and performance expectancy) on e-government implementation; b) examine the effect of e-government implementation on service quality in the police department. A quantitative method is deployed using a questionnaire to collect the study data, in which out of 547 questionnaires, 300 were retrieved (54.9%). Structural equation modelling (SEM) using AMOS 24 is used to test the research model. The results revealed that the data supported four out of the seven hypotheses. The current study attempts to fill a gap in the literature by examining not only the antecedents of e-government implementation, but also identifying the relationship between the subsequent implementation and service quality in a public sector context.
AI, Big Data, and Value Co-Creation: A Conceptual Model
Published in: https://www.springer.com/series/7092.
Oct 31, 2020
Kholoud AlQeisi
Shorouq F. Eletter
The development of Artificial Intelligence (AI) and big data technologies in the ecosystem has reshaped the concept of value co-creation. Still, there is a need to renovate this concept from a digital perspective. This study conceptualizes the dynamic relationships between AI, big data, and value co-creation. The conceptual framework in this study adopts the S-D logic to connect the two players (customer as creator and firm as a user) of big data. This framework elucidates that big data is a crucial driver for transferring the concept of value in marketing to value co-creation. The framework also suggests that value co-creation is composed of two dimensions: co-production and value in use. Finally, the framework posits AI technologies as a critical link between the two players of big data that can conceive value co-creation and, eventually, improvement in customer satisfaction and firm performance.
Jordan banks’ perceptions of customer relationship management: a TAM-based investigation
Published in: Journal of Global Business Advancement
Dec 29, 2019
This research assesses the implementation of e-government in the police department in Sudan. The objectives of the study are to: a) investigate the effect of antecedents (government support, IT infrastructure, training, trust, ease of use and performance expectancy) on e-government implementation; b) examine the effect of e-government implementation on service quality in the police department. A quantitative method is deployed using a questionnaire to collect the study data, in which out of 547 questionnaires, 300 were retrieved (54.9%). Structural equation modelling (SEM) using AMOS 24 is used to test the research model. The results revealed that the data supported four out of the seven hypotheses. The current study attempts to fill a gap in the literature by examining not only the antecedents of e-government implementation, but also identifying the relationship between the subsequent implementation and service quality in a public sector context.
Website design quality and usage behavior: an application of the UTAUT model
Published in: Journal of Business Research
Jun 24, 2014
Firms gain many benefits from well-designed websites. But which elements of website design quality really matter, and how do these elements influence website usage behavior? With the Unified Theory of Acceptance and Use of Technology (UTAUT) as the theoretical foundation, this paper proposes that website design quality is a multi-dimensional construct with a higher-order structure that, when successfully incorporated into the UTAUT model, can conceptually outperform existing models. The results are based on a survey of 216 users of Internet banking. The findings indicate that the technical, general content and appearance dimensions of a website are the most important for users. In addition, these dimensions are significantly related to usage behavior directly and indirectly through belief constructs. Finally, a halo effect may influence the overall evaluation of a website because the dimensions of website design quality are interrelated. The implication is that improvements to the appearance of a website should enhance the overall evaluation of the site and lead to greater usage intentions.
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