Purpose: The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.Design/methodology/approach: To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.Findings: It is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.Practical implications: This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.Originality/value: The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.

Purpose: The study seeks to examine the effectiveness of implementing the ISO 9001 quality management system (QMS) on small and medium enterprises (SMEs) performance in Saudi Arabia. It explores ISO 9001 usefulness through the dimensions of continuous improvement, customer satisfaction focus and prevention of nonconformities. The study investigates two dimensions of firm performance's: operational performance and product/service quality.Design/methodology/approach: The study employs a quantitative method. A simple random sampling technique is used to collect study samples. A self-administered questionnaire is employed as the data collection tool. The study was based on 263 samples from SMEs in Saudi Arabia. Statistical analysis was carried out using SPSS/AMOS.Findings: Prevention of nonconformities, customer satisfaction focus and continues improvement had a positive significant correlation with operational performance and product/service quality. Moreover, the ISO 9001 QMS effectiveness construct showed a helpful and important correlation with the performance of the company.Originality/value: The study offers empirical evidence to clarify ambiguous findings from past studies, as well as expounds knowledge on the effect of ISO 9001 on SMEs' performance through the lenses of operational performance and quality/service quality.

Purpose: This study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship.Design/methodology/approach: Survey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS.Findings: Service quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality.Practical implications: This study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image.Originality/value: This investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.

It is commonly assumed that information technology capabilities (ITCs) are instrumental in supply chain viability (SCV), despite negligible empirical evidence. Based on the dynamic resource-based view, this study explores how the SCV competitive advantage is influenced by the heterogeneous resource ITC through the internal operating capability postponement (POST). A quantitative survey was administered to 298 senior managers from retail manufacturing firms, to test hypotheses using hierarchical multiple regression analysis. The SPSS PROCESS Macro was used to determine the mediation and interaction effects of the dual-stage moderated-mediation model, identifying a positive correlation between ITC and POST strategies, highlighting that modern real-time data synchronization and on-demand customization IT systems are needed. POST strategies greatly improve SCV by enhancing operational flexibility, reactivity, and adaptability to dynamic market conditions. The moderators “market orientation” and “demand uncertainty” shape these relationships, emphasizing the need for firms to align their strategies with market dynamics and uncertainties. The research emphasizes the importance of valuable, rare, and inimitable resources in driving sustained competitive advantage. Practical implications suggest strategic investments in advanced IT systems and collaborative efforts in retail manufacturing firms are essential for optimizing supply chain processes. The results, discussion, implications, limitations, and suggestions for additional studies are addressed.