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.
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
- Eletter, S. F., AlQeisi, K. I., & Elrefae, G. A. (2021, December). The Use of Topic Modeling in Mining Customers’ Reviews. In 2021 22nd International Arab Conference on Information Technology (ACIT) (pp. 1-4). IEEE.
- 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.
- AlQeisi, K. (2015) Do Arab Women Behave Differently Online. International Journal of Business & Social Science. 6, 201-211.
- AlQeisi, K. (2015) Gender and Web Quality Perceptions. International Business Research. 8, 270-280.
- AlQeisi, K. and Hegazy, A. (2015) Consumer Online Behavior: A Perspective on Internet Banking Usage in Three Non-Western Countries. Science Direct, Procedia Economics and Finance.
- AlQeisi, K. and Zegaier, H. (2015) Determinant of Knowledge Sharing Behavior among Personnel in Banking Industry. International Journal of business & Management,10, 49-59.
- AlQeisi, K., Dennis, C., Hegazy, A. and Muneer, A. (2015) How viable UTAUT model in non western- context. International Business Research. 8, 204-219
- 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.
Conferences
- AlQeisi, K. and Eletter, S. (2021) Assessing Service Quality and Customers Satisfaction Using Online Reviews. The 17th Scientific International Conference for Business (SICB2021).
Teaching Courses
Marketing Management (G), Principles of Marketing (U), Principles of Management (U), Service Marketing (U), Consumer Behavior (U),
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
The Use of Topic Modeling in Mining Customers’ Reviews
Published in: The International Arab Conference on Information Technology ACIT’2021
Dec 17, 2021
Shorouq Eletter
Kholoud AlQeisi
Ghaleb El Refae
Social media is becoming one of the most influential tools in this century. Users of social media platforms generate a vast amount of content that can be used by the end user to analyze, measure, monitor, and interpret people's thoughts, beliefs, opinions, feelings, and even relationships. Given the huge impact of social media on business performance, companies are creating their own platforms to have more channels through which they can gain insights into customers' views on products and services. Social media is also becoming an important channel in restaurateurs' communication with current and potential customers. A customer can leave a comment to share their satisfaction or dissatisfaction and rate the overall experience with the product or service received. In this study, Latent Dirichlet Allocation (LDA) modeling algorithm was used to extract the main themes in the customer feedbacks. The extracted themes revealed that food quality, service quality, speed and completeness of order are the major themes raised by the customers. Analyzing the e-WOM of the customers enables the management to gain insights into the business process, product and service. Such analysis can help provide better personalized service to improve business performance.
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 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
Assessing Service Quality and Customers Satisfaction Using Online Reviews
Published in: The 17 Scientific Annual International Conference for Business
Oct 23, 2021
Kholoud AlQeisi
Shorouq 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 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.
Consumer Online Behaviour: A perspective on Internet Banking Usage in Three Non-Western Countries
Published in: Procedia Economics and Finance
Aug 23, 2015
The paper investigate whether information technology adoption/usage is ubiquitous, especially technology imported into nonindustrial nations. Date is collected online/offline in the three countries and a total of (677) actual internet banking users in (Egypt, Saudi Arabia, and Jordan) answered the questionnaire. Structural equation modelling is employed to examine the fit of the data to the model. Data analysis shows an adequate fit to the model under current usage conditions. Facilitating conditions were not strong determinants of usage behaviour and social influences were weak determinants of behaviour intentions. However, performance expectancy and effort expectancy were found to be key determinants of internet banking usage behaviour in all three countries. The results should enhance our understanding of consumer motivation of using internet banking technology. This understanding can aid our efforts when promoting the e-service.
Gender and Web Quality Perceptions
Published in: International Business Research
Mar 01, 2015
Web presence became inevitable for businesses today particularly dynamic industries such as the financial sector. Identifying how users’ appraise website quality properties enable businesses to improve their online processes. This paper investigates gender web quality perceptions within the online banking channel in three markets employing a multidimensional construct measuring four web qualities: technical, general content, special content and appearance. Using confirmatory factor analysis, the four quality variables were tested and validated as a first-order structure. The model run retained well specified items appreciated by respondents: general content quality features of usefulness, clarity, updates and accuracy; appearance quality features of organization, readability, attractiveness and proper use of colors; special content quality features of contact details, history, customer service information and details of products and services; and technical quality features of security, valid links, search facility, download speed and valid service applications. Group analysis results indicate that bank website quality dimensions are perceived similarly among men and women and differences are not present among genders when appraising bank website quality features; however, the estimates indicate that model explanations power is higher for women than men.
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.