RESERCH PROJECT PROPOSAL AbstractInternet of things (IoT) is o.docx

RESERCH PROJECT PROPOSAL
Abstract
Internet of things (IoT) is one of the major research and latest
area of telecommunication. IoT has seen its transformation from
tagged objects to things interconnections, and from things
interconnections to social object. It aims to convert physical
world into a digital world. IoT is a combination of physical
objects, controllers, sensors, actuators, and internet. The vision
2030 of Kingdom of Saudi Arabia urged the use of latest
technology (IoT) in business. Therefore, organizations are
expected to adopt IoT in near future. The success of any
technology depends on the perception of the users. But, most of
the existing literature focuses on the technology,
implementation of IoT, improving the use of IoT. A very less
literature is available on the perception of user regarding IoT.
Therefore, this study will find the perception of IoT users of
KSA using the quantitative research approach and survey
research design. The questions will be designed from the IoT
user perception model. The participants will be selected
randomly and the collected data will be analyzed by SPSS.
Statement of the Problem
Kingdom of Saudi Arabia (KSA) vision 2030 has set standards
for future of business and technology. KSA has decided to
invest in the promising sectors and will link business innovation
with technology. Novel technologies will be incorporated in
digital economy. Internet of things (IoT) is one of the latest
technologies of telecommunication and KSA aims to adopt this
technology. It has been anticipated that 90% of the
organizations will adopt IoT. A lot of research has been already
done in the world regarding the IoT and its application in
business. However, most of the literature concerns about the
technology, implementation of IoT, improving the use of IoT.

But, there is small literature available on the end user of the IoT
in the world and no such research has been done in KSA
(according to best of my knowledge). For IoT to be successful
in KSA, the perception of users of IoT in KSA should be
explored so that its acceptance could be anticipated.
Purpose of the Study
The purpose of this study is to find the perception of KSA users
regarding the IoT. The study will identify the perception based
on IoT user perception model that has 33 factors. These 33
factors cover all possible domains of human perception. The
findings will enrich the literature in describing the perception
of users. These findings can be used in future research for
increasing the users of IoT in KSA. Moreover, the producers of
IoT can then improve their IoT systems that meet the demands
and expectations of KSA and clarify the queries of the users.
Research Model :
1) Perceived ease of use
2) Perceived compatibility
3) Perceived performance expectancy
4) Perceived privacy risk
5) Perceived loyalty towards IoT
6) Perceived satisfaction
7) Perceived value
a) Perceived usage experience value (perceived emotional &
Quality performance value)
b) Perceived Quality-performance dimension
c) Perceived Emotional dimension
d) Perceived Cost-benefit dimension
e) Perceived Social value
8) Perceived Habit & Value
1. Perceived ease of use
2. Perceived compatibility
3. Perceived performance expectancy
4. Perceived loyalty towards IoT

5. Perceived satisfaction
6. Perceived value
a. Perceived usage experience value (perceived emotional &
Quality performance value)
b. Perceived Quality-performance dimension
c. Perceived Emotional dimension
d. Perceived Cost-benefit dimension
e. Perceived Social value
7. Perceived Habit & Value
Perceived Habit
Perceived loyalty towards IoT
H1
H2
H3
H4
H6
H0
H1: Perceived ease of use of IoT has a positive impact on
Satisfaction towards IoT services.
H2: Perceived compatibility of IoT has a positive impact on
H3: Perceived performance expectancy of IoT has a positive
impact on Satisfaction towards IoT services.
H4.1: Perceived Quality-performance dimension of IoT has a
positive impact on Satisfaction towards IoT services.
H4.2: Perceived Emotional dimension of IoT has a positive

H4.3: Perceived Cost-benefit dimension of IoT has a positive
H4.4: Perceived Social value of IoT has a positive impact on
H5 perceived Satisfaction of IoT has a positive impact on affect
loyality towards IoT
H6 perceived Habit using IoT IoT has a positive impact on
affect loyality towards IoT
Research Question/Hypothesis
The purpose of this study can be achieved by answering the
following research question:
What is the perception of KSA users regarding Internet of
things?
Hypothesis:
KSA users have positive perception about the IoT.
Literature Review
Technology is a basic block of development. According to
vision 2030, Kingdom of Saudi Arabia (KSA) has decided to
invest in the promising sectors. It will link business innovation
with technology. Novel technologies will be incorporated in
digital economy. The investment in technology will be helpful
in transferring knowledge, and will build the nation in variety
of fields such as business, industry, education, manufacturing
etc. It has also promised a private public partnership for
development of telecommunication and information technology.
Internet of things (IoT) is one of the latest technologies of
telecommunication (Hoffman & Novak, 2016). The sensors,
actuators, tags, electronic devices, etc. interact with each other
in IoT (AlHogail, 2018; Economides, 2017; Perera et al., 2016).
It aims to revolutionize all fields of life such as domestic life,
business, environment, marketing, agriculture, etc. It connects
people and devices anytime and anywhere (Chethan &

Tejaswini, 2017)
What is Internet of Things (IoT)?
There is no proper definition of IoT. Everything that was not
considered to use internet but has now started using internet is
termed as IoT. For example, cars, electronic devices, house
security, driving, patient surveillance, etc. It is a group of
technology on which other technologies and applications can
work on (Wortmann & Fluchter, 2015). According to Atzori,
Iera, & Morabito (2016), IoT is one of the major research area
of telecommunication. IoT has seen its transformation from
tagged objects to things interconnections, and from things
interconnections to social object. Similarly, AlHogail (2018)
describes it as a collection of connected devices and objects that
have unique identifier and which can communicate
data/information between each other without any man or
machine intervention. It consists of various technologies,
services and standards.
………………………still not finished
Role of IoT in Business and life
Advantages and Threats associated with IoT
Users’ perception of IoT
Methodology
In this study, quantitative approach will be used to analyze the
research question. The aim of this study is just to find the
perception of KSA users regarding the IoT. It will not explain
the reason of that behavior. Quantitative research approach is
most suitable for this kind of research questions (Daniel, 2016;
Williams, 2007).
Research Design
The research design will utilize surveys that will be distributed

to the users of IoT or the potential users of IoT. Surveys are
best instrument to measure the perception of individuals
(Moore, 2016). The variables will be taken from the IoT user
perception model that has 33 factors or parameters to measure
the perception of an individual.
Sampling
The users of IoT will be selected for administration of surveys.
Moreover, if required the potential users of KSA of IoT will
also be included in the sample. Sample will be selected on
random basis and there will be no distinction between the
gender, age group etc.
Instrumentation
The instrument of data collection will be a questionnaire
developed from the IoT user perception model. The participants
will answer on Likert’s scale of 1-5. Where 1 will mean strong
disagree and 5 will mean strongly agree.
Data Collection and Analysis Procedures
The data will be collected from surveys on Likert’s scale. A
pilot test will be conducted to confirm the uniformity i.e.
meanings of question and readability of questions. The
participants will be given letter of consent before filling the
questionnaire. The privacy of the participants will be protected
and the information of participants will not be used for any
other purpose. The collected data will be uploaded on computer
and SPSS will be used to analyze the collected data.
Discussion
The study will be very useful in finding the perception of users
of KSA. The results can be utilized for further research in
improving the application of IoT in KSA. These findings can be
used in future research for increasing the users of IoT in KSA.
Moreover, the producers of IoT can then improve their IoT
systems that meet the demands and expectations of KSA and
clarify the queries of the users.

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Perceived satisfaction
Perceived ease of use
Perceived compatibility
Perceived performance expectancy
Perceived values
Perceived Quality-performance dimension
Perceived Emotional dimension
Perceived Cost-benefit dimension
Perceived Social value

Introduction
Islamic banks start at early days of Islam since more than 14
centuries. Interest amounts banned in Quran and Prophet
Mohammed paced be upon him lift pre-Islam interest. Interest
was a common practice in periplasmic society and leads to
increase the gap between people specially at the holly city of
Makkah where the first incubation of Islamic society.
The alternative of interest at that era is borrowing and sharing.
Borrowing exist at Islamic Society and mentioned in many
historical resources and the companion of Prophet Mohammed
AlZubair ibn AlAwwam was the first Islamic investor in the
history as mentioned in AlTabakat AlKubra. People deposit the
money with AlZubair peace be upon him and he invest it in
trading and distribute the profit according to participation.
Nowadays, Islamic banks plays a vital role in commerce and
investment internationally. Islamic banks developed and create
new tools to accommodate current demand on financial services.
In Saudi Arabia, there are 26 banks of which 13 banks are
national and 13 banks are branches. From 13 national banks,
there are 4 Islamic banks and 7 conventional banks. Saudi
national banks contribute by 8.2 percent to the total global
Islamic finance assets. The total assets of the Saudi banks have
increased from SR 1,075 billion (about US$ 287 billion) in 2009
to SR 1,544 billion (about US$ 412 billion) in 2018 (SAMA,
2019). The total assets of Islamic banks have increased from SR
7.1 billion (about US$ 1.9 billion) in 2009 to SR 182.6 billion
(about US$ 49.6 billion) in 2018.
AL Rajhi Bank was the first Islamic bank licensed from Saudi
Arabian monetary Agency under the name AL Rajhi Financial
company without mentioning bank in official name. Islamic
banks prospered after that with more than three Islamic banks
and an even traditional banks create Islamic tools and sections.
In this research, we will analyze financial performance of
Islamic Banks with traditional banks. The study will include
three Islamic Banks and three conventional banks.

The three conventional banks are
1. Saudi Investment Bank
2. AlAwwal Bank
3. Banque Saudi Fransi
And the three Islamic Banks are:
1. Rajhi Bank
2. Aljazeera Bank
3. AlInma Bank
Our analysis will include financial ratio like:
· ROA (return on Assets)
· Ratio of net profit after tax over average assets
· ROE (Return on Equity)
· Ratio of net profit after tax over average equityLiterature
Review
The first appear of Banks as know today was at reconnaissance
era Italy – Venice at Sixteenth century. Bank is extraction from
Banko which the table is were merchandisers set around it to
finish their deals.
At 1619, Banco di giro established in Italy. This bank issued
deposit receipt for gold and silver deposits which facilitates
interchange of goods and services. These receipts were accepted
for exchanges at markets as same as today money or bank notes.
As time passed, Banks add new services and products to it is
portfolios and existence of banks expands too from Europe to
whole world. In Arab world, Egypt Bank was the first
commercial bank in the region established at Cairo in the late
Nineteenth century.
Bank services are important in modern economies. The
appearance of national currency enforces the existence of
central banks to manage and issue currencies. Central Banks
also issue, license and apply controls on banks. Banks duties is
important for the following reasons:
· Funding investments
· Saving depositors money
· Exchange currencies
· Money transfer

· Cash withdrawal
According to activity classification, banks divided into two
types:
· Investment Banks – dedicated for certain customers and work
mainly as wealth management
· Commercial Banks – Provide services for public
Commercial banks can be classified according to Islamic rules
to:
· Conventional banks – depends mostly on interest business
· Islamic Banks – use Islamic religion as a reference of business
activity
Islamic finance tools which Sharia-Compliant are:
· Musharakah or Mudarabah which mean sharing of profit and
loss with borrowers. It is certain type of partnership
· Istisna and Salam like cash advances for the manufacture of
assets and cash advances for the purchase of agricultural
produce
· Ijara which is Islamic leasing
Since 1970s, Islamic banks emerged after decades of
conventional banks domination to provide Islamic alternative
for peoples of Islamic countries. In Saudi Arabia, AL Rajhi
company for finance and trading starts at 1978 as a first Islamic
Bank in Saudi Arabia.
Bank Aljazeera is the second Islamic bank in Saudi Arabia. The
bank was established at 1975 as conventional bank but at 2006
all bank activities and operation changed completely to Islamic-
compliant.
Bank Albilad is the third Islamic bank in Saudi Arabia and the
last one is Bank AlInma which established at 2007.
Many studies investigate and digging deeper for Islamic banks
performance.
Hasiki (2013) examined 18 conventional and 9 Islamic banks in
Turkey, Egypt and United Arab Emirates in the period from
2008 to 2012.He find out that there are no significant difference
between conventional and Islamic banks in efficiency and
profit. Beck et al. (2013) explored the business model,

effectiveness, and stability of more than 500 conventional and
Islamic banks in more than 20 countries from 1995 to 2009.
They found considerable differences between Islamic and
conventional banks in terms of business models.
Almadoudi, Zainab Mashhour (2013) Study mainly concern was
profitability between banks in Saudi Arabia at King Abdul Aziz
University. the researcher come out with increasing in the
percentage of investment at intelligence property at Rajhi bank
than Samba group. Also, capital risk at Samba bank is higher
than Rajhi Bank because conventional banks depend on
governmental bills more than Islamic bank
Siddiqui (2008) conduct a research on Islamic banks in
Pakistan. The study selects the bigger two Islamic banks in
Pakistan which are Meezan and Albaraka. The calculated Return
on Assets and Return on Equity ratios for two banks discovered
the profitability of Islamic banks are better than average in
banking industry. Methodology
This study employed statistical measurements between Islamic
banking and conventional banking. It splits the data into two
sets on the basis of type of bank.
Comparing financial ratios between conventional banks and
Islamic banks for the last 3 financial years will be used to
answer the questions:
Is there a difference between Islamic and conventional
performance?
Do Islamic banks depend on religious people to survive and
grow, or they have their compete and survive methodology and
tools?
We will try to answer the questions by using secondary source
of information exist at reliable resources. Our resources
including official governmental agencies and banks verified
websites.

Results
Figure 1 Tadawul.com.sa
Figure 2 Tadawul.com.sa
Figure 3
Figure 4
Conclusion
Return on asset (ROA) show the profit company earned
comparing to total assets. The value of adequate ROA is
different based on industry and economical condition but in
general higher value is better.
According to The Federal Financial Institutions Examination
Council (FFIEC), USA banks average ROA is 1.21% which
means Saudi banks has superiority over USA banks with
average equal to 3.71%. ROA in USA is different significantly
among banks based on bank scale. FFIEC classify banks
according amount of assets to banks with more than billion
Dollar assets and banks with less than billion-dollar assets.
Bigger banks have less ROA comparing to smaller ones. Assets
in Saudi banks in our study are less than one billion dollars.
Due different in economy size between Saudi Arabia and USA
and limited international operations in Saudi banks the banks
classified as small in USA are considered big in Saudi.
USA do not have Islamic banks in order to compare with Saudi
Islamic banks but some neighbors’ countries like Jordan and
Bahrain.
Islamic Bank of Jordan ROA (0.39%) is lower than average of
Jordan Banks (1.43). Jordan has only one Islamic bank while
other Islamic financial services works as units under

conventional banks or branches of foreign banks. The low ROA
ration of Islamic bank on Jordan may reflect the total economy
situation since Jordan economy is small and face shrinking and
economic depression within recent years.
Saudi Islamic banks income comes from Murabah while
conventional banks depend on interest income which may
interpret the huge difference between Islamic and conventional
banks in ROA. Another think is that conventional banks invest
heavily on governmental bills which participate in low ROA.
Return on equity (ROE) is a performance measure by dividing
net income on shareholder equity. Because shareholders' equity
is equal to a company’s assets minus its debt, ROE may
consider net assets income.
ROE in both Islamic and conventional banks in Saudi Arabia are
closed to each other unlike ROA which have huge difference.
Higher ROE means the profitability of bank is better for owners
or shareholders and vice versa. Total average of ROE at Saudi
banks are 12% while according to FFIEC is 8.8 % at USA
banks. The same classification of USA banks according to scale
as mentioned above in the ROA section, The USA banks which
have similar scale of Saudi banks (under 1 billion assets) have
10.78 which is close to total average of Saudi Banks 12% and
closer to Saudi conventional banks 11.46 % than Islamic banks
which have 12.72% ROE.
In general, Saudi banks profitability is better than international
average which representing economical strong situation and
investment environment. Saudi Arabia Monetary Agency plays a
vital role in these indicators by controlling interest rate and
other financial instruments for banks. Another reason is limited
number of banks in Saudi Arabia comparing to other countries
which reflect SAMA policy in concentrating on the quality not
quantity. Saudi banks are 13 national banks without foreign
banks. Some neighbor countries with less populations and GDP
have more than a double number of Saudi banks. Foreign banks
branches working in Saudi Arabia have limited operations due
to their selective strategy of clients and limited number of

branches which mainly one, two or three branches and only at
major cities.
The outperformance of Islamic banks may refer to religious
spirit of Saudi people disregarding the benefits and services of
both types. Muslim people feel comfortable when dealing with
Sharia-compliant financial services specially when there is no
significant difference,
References:
· http://www.sama.gov.sa/ar-sa/Pages/default.aspx
· https://www.tadawul.com.sa/wps/portal/tadawul/home/
· https://www.alawwalbank.com/en/personal
·
https://www.sciencedirect.com/science/article/pii/S2214462518
300410
· https://greyhouse.weissratings.com/
· https://www.alawwalbank.com/en/personal
· https://www.alrajhibank.com.sa/en/pages/default.aspx
· https://www.investopedia.com
· https://www.ffiec.gov/
Return on Equity Comparison
ROE Islamic
43465.043100.042735.042369.00.1397440968155120.11945881
05196250.1141199210917340.135531673428814ROE
Conventional
43465.043100.042735.042369.00.1136649720873390.11152139
09759130.1062558646417630.130883641254974

ROA Conven/Islamic
2018.02017.02016.02015.00.272032830544210.3000657280442
730.2930631488023920.300007449080583
ROE Conven/Islamic
2018.02017.02016.02015.00.8133794176465120.933555176807
9220.9310895383142690.965705196016186
Return on Assets Comparison
ROA Islamic
43465.043100.042735.042369.00.06266060911037210.0566287
1371718070.05141202647282360.0595037454339582ROA
Conventional
43465.043100.042735.042369.00.01704574285991880.0169923
3620975650.01506697036443760.0178515668783822
4
The National Commercial Bank (NCB) and Riyad Bank have

announced that their board of directors decided today to start
preliminary discussions to study the merger of the two banks.
The two banks said in official statements on the "Tadawul" that
entering into these discussions does not necessarily mean that
the merger will be between the parties.
They pointed out that if the merger is agreed, it will be subject
to the conditions and approvals of the concerned regulatory
authorities in the Kingdom and the approval of the
extraordinary general assembly of both banks.
The two banks said they had been coordinated with the Saudi
Arabian Monetary Agency (SAMA) regarding the merger
requirements before starting these discussions, but formal
approvals are still required before the merger is completed.
NCB said the merger is not expected to result in mandatory
layoffs, and Riyad Bank confirmed that the merger is not
expected to result in mandatory layoffs.
The bank said that any upcoming developments will be
announced in due course, and shareholders will be informed of
any further developments in this regard.
According to the data available in the figures , if the merger
between the two banks will result in the largest bank in Saudi
Arabia with assets of up to 685 billion riyals.
The two banks share three major owners:
Public Investment Fund : It owns 44.29% of the National
Commercial Bank and 21.75% of Riyad Bank.
2 - Public Pension Agency : It owns 10.26% of the National
Commercial Bank and 9.27% of Riyad Bank.
3- General Organization for Social Insurance : It owns 10% of
National Commercial Bank and 16.72% of Riyad Bank.
The following table shows the most important items of the
balance sheet of the two banks by the end of the third quarter
2018:
Budget items by the end of the third quarter 2018(billion riyals)
Ahly
Riyadh

the findings
459.08
225.97
Customer Deposits
325.46
159.24
Net loans
268.25
145.76
capital
30.00
30.00
Shareholders' equity
55.50
36.75
SABB and First Bank signed a binding merger agreement on
October 3, 2018, under which they agreed to take the necessary
steps to implement the merger and form the third largest bank in
Saudi Arabia.
Running head: E-Government & Health Services: Case of Saudi
Arabia 1
E-Government & Health Services: Case of Saudi Arabia
10
Research Plan
E-Government & Health Services: Case of Saudi Arabia
Student’s Name
Institution Affiliation

Abstract
Like never before, most of the governments across the globe are
implementing e-government to improve service delivery, time-
saving, cost reduction as well as increase effectiveness and
efficiency in various sectors. E-government utilizes the
available information and communication technology (ICT) in
the process of delivering public services to the citizens. In fact,
the government of Saudi Arabi continues to attach high value to
the concept of e-government as one of the core or top priority.
The government of Saudi Arabia believe that e-government has
the potential to allow fundamental change in health sector while
utilizing ICT. In this case, the current research will explore e-
government in the health sector, and how government initiatives
such as e-health will directly affect the lives of citizens,
especially patients regarding service delivery. The core
objective of the current research is to investigate and illustrate
some of the e-government benefits with the focus on e-health
initiative in Saudi Arabia. More so, the current study aims at
investigating challenges and opportunities in the process of
implementing e-health system in Saudi Arabia. Results of the
current research investigation may contribute to Saudi Arabia
policy guidelines to ensure the successful implementation of e-
government in health sector. The current research will be
presented in various sections including introduction, literature

review, methodology, data collection and analysis, as well as
discussion and conclusion.
Keywords: E-government, public service delivery, e-government
benefits, e-health, information and communication technology.
Table of Contents
Abstract2
Acknowledgments4
Introduction4
Statement of problem5
Purpose of the Study6
Research Questions/Hypothesis6
Part 1. Literature Review7
Chapter 1. E-government at Global Perspective7
Introduction7
I.E-governance Concept in General7
II.E-governance advantages in general7
III.Challenges in General7
Conclusion7
Chapter 2: E-government Status in Saudi Arabia7
Introduction7
I.The Digital Transformation Initiatives and National Vision
20307
II.Benefits of e-government.8
III.Society Understanding of e-government.8
Conclusion8
Chapter 3. E-government in health sector in Saudi Arabia8
Introduction8
I.E-health status in Saudi Arabia8
II.Benefits of E-health8
III.Barriers to E-health8
Conclusion8
Part 2. Empirical study9
Introduction9

Chapter 1. Methodology9
Chapter 2. Discussion10
Discussion of results10
Implications and limits10
Conclusion10
References10
Appendix10
Acknowledgments Introduction
Today, the advancement of ICT and the use of World Wide Web
continues to provide several communication opportunities for
governments across the globe. In their research, Al-Khateeb,
Faloudah, Bahumayd, & Zafar (2015) highlight that e-
government presents a paradigm shift when it comes to the way
public services are delivered. Governments use the advancement
of technology and ICT in particular as the core driving factor of
change in public operations. In fact, Al-Khateeb et al. (2015)
allude that the government of Saudi Arabia has already
embraced the idea of e-government in various sectors. On the
same note, F.El-Sofany, Al-Tourki, Al-Howimel, & Al-Sadoon
(2012) paint that e-government is creating a fundamental change
in the approach public services are delivered and at the same
time managed. In fact, same study indicates that governments
are implementing e-government in a bid to cut costs while
improving service delivery to the citizens. F.El-Sofany et al.
(2012) revealed that e-government was first introduced in
public service as early as in the 1990s. However, the concept
was not cleared defined and understood by experts in public
administration.
The term e-government captured the aspect of governmental use
available technology such as the internet, mobile computing and
general ICT, which have the ability to transform or bridge the
gap between citizens and government agencies. For the past few
decades, e-government has attracted the attention of many
governments including Saudi Arabia (Sarrayrih & Sriram,
2015). E-government approach is considered to be
multidimensional as it serves various functions to achieve a

wide range of goals and objectives. In response to the
increasing expectations of citizens in various countries, e-
government concept is being implemented to deliver quality
services to society (Sarrayrih & Sriram, 2015). In this case,
therefore, e-government has become a central ring in connecting
the strategy, process, and technology in the process of providing
effective procedures for public service sectors to perform their
duties in timely manner while allowing citizens to access
needed information from time to time.
In particular, the implementation to e-government, especially
utilization of e-health in health sector has a great impact on
improving healthcare practices and development in the society.
In their study, Uluc & Ferman (2016) assert that e-health covers
a wide range of concepts including telehealth, use of electric
health records, mobile health to mention but a few. In this case,
the current study investigates major transformations brought
about by e-government implementation in Saudi Arabia while
assessing, benefits, opportunities, and challenges in health care
sector.Statement of problem
Today, many governments in the Middle East including Saudi
Arabia, have embraced the concept of e-government. In fact,
research indicates that countries such as Saudi Arabia have
undergone tremendous transformation driven by information
technology (Sarrayrih & Sriram, 2015; F.El-Sofany et al.,
2012). The government of Saudi Arabia is being affected by e-
government transformation for achieving the vision 2030
initiatives, and it has changed people's expectations in one way
or the other. Much as previous studies paint a clear picture on
the substantial advancements in the implementation of e-
government in Saudi Arabia, the current study aims to
investigate the current state of e-health initiative and its role in
transforming health sector regarding service delivery. In this
case, it is important to explore the advantages of e-government
to the society, economic benefits to citizens in Saudi Arabia,
benefits to the government institutions as well as challenges
emerging in the processPurpose of the Study

Purpose of the current study is to investigate the advancement
of e-government and its role towards health sector in Saudi
Arabia. In particular, the study will investigate challenges and
opportunities in the process of implementing e-health system in
Saudi Arabia. In this case, the researcher will explore a wide
range of factors that enable policymakers in Saudi Arabia to
develop better strategies in the process of transforming the
country with the implementation of e-government. In this
context, the researcher will explore how e-health is significant
when it comes to public service delivery in health sector, and
how such improvement helps citizens to access better services
effectively and efficiently. Most importantly, results of the
current investigation will contribute to the available guidelines
to policymakers in Saudi Arabia and other countries while
highlighting factors that facilitate or hinder the success of e-
government in the country. Research Questions/Hypothesis
In an attempt to achieve the core objective of the current study,
the researcher will try to answer the following questions.
· What is attitude of Saudi Arabian citizens towards
implementation of e-government programs, and e-health in
particular?
· Does implementation of e-health improve the workflow and
quality of health care services in Saudi Arabia?
· Does the implementation of e-government concept contribute
to increasing the quality of life for the society in Saudi Arabia,
if yes, how? If no, why?
· What is the current status of e-government in Saudi Arabia?
· How to develop the e- government systems in advancing the
quality of services to the citizens in general and for health
sectors in particular? Part 1. Literature Review Chapter 1. E-
government at Global PerspectiveIntroduction
I. E-governance Concept in General I.1. the world moves
toward digital transformation I.2. different practices of e-
government around the world

II. E-governance advantages in general II.1. improved
efficiency, cost reduction and time saving II.2.less bureaucracy
and e-participation II.3 better communication facilitating among
governments, service providers and consumers, and e-users
III. Challenges in General III.1 limitation of governance:
corruption, privacy problem, and budget. III.2 lack of equality
in infrastructure of technology II.3 false sense of transparency
Conclusion Chapter 2: E-government Status in Saudi Arabia
Introduction I. The Digital Transformation Initiatives and
National Vision 2030
I.1. the role of Minister of Communications and Information
Technology
I.1.2. the evaluating program for e-services
I.2. e-Government Website Accessibility
I.3. Models used
I.4.The processII. Benefits of e-government. II.1. Economic
benefits to citizens II.2. Benefits to the government
institutionsII.3 Benefits to the region III. Society Understanding
of e-government. III.1. Cultural Impact on e-servicesIII.2.
Citizen Participation II.3. Transforming Service deliveryII.3.
Corporation between the government sector and private sector
Conclusion Chapter 3. E-government in health sector in Saudi
ArabiaIntroduction
I. E-health status in Saudi Arabia I.1. Description e-healthI.2.
MOH facilities and services in Saudi Arabia? (Applications,
systems that used) I.3 Electronic Health Record (HER)
II. Benefits of E-health II.1. Benefits to physicians II.2.
Benefits to patients II.3 Benefits to management
III. Barriers to E-health III.1 Organizational Barriers III.2
Behavior Barriers III.3 Information and Communication
Barriers Conclusion Part 2. Empirical study Introduction

Chapter 1. MethodologyResearch Design.
Quantitative research methods will be employed in the current
study……Sampling.
In a bid to have a random sample of the current study, the
researcher will select random participants include e-services
users, physicians, service providers and consumers as
administrators and in Saudi Arabia.
Instrumentation III.1. Instrument: The researcher will carry
out a pilot study before the final survey is done III.2.
Instrument: The researcher will use questionnaire to collect data
from the target population III.3. Instrument: The researcher
will carry out monkey survey and distributed through WhatsAPP
tools due to limitation of time interviews from the sample
population to get in-depth response Data collection & Analysis
Procedures
· A questionnaire with closed and a few open-ended questions
will be drafted
· The researcher will get consent from the sample
· Questionnaire will be distributed among the sample size.
· The researcher will sample 80 respondents from many sectors
in Saudi Arabia.
When it comes to data analysis, the researcher will take several
steps. First, the researcher will analysis descriptive statistical
data collected from respondents. Tables will be created for
responses to each question. Second, the study
questions/hypothesis will be investigated. The researcher will
investigate the relationship between research
questions/hypothesis to the findings.Chapter 2. Discussion
Discussion of resultsImplications and limitsConclusion
References
Appendix
Questionnaire
Thank you

1
Impact of digitization on the banking sector-A case study of
Riyad
Bank
Research Paper by Dr. Puja Sunil Pawar and Ms. Maha Al-
Raddadi
Declaration
This Research work is a combined effort and work of Dr. Puja
Sunil Pawar and Ms. Maha Al-
Raddadi under the group Research work in Economics
Department in college of Business
Administration, Princess Nourah BintAbdulrahman University,
Riyadh, KSA

Dr. Puja Sunil Pawar is Assistant Professor in Department of
Economics in College of Business
Administration, Princess Nourah Bint Abdulrahman University,
Riyadh, KSA
Ms. Maha Al-Raddadi is Lecture at Princess Nourah Bint
Abdulrahman University,
Department of Economics, Imam Mohammad Bin Saud
University, College of Economics
and King Saud University at the Center for Training,
Community Service and Continuing
Education Certified International and Local Trainer.
2
Acknowledgement
We deeply thank the Almighty for guiding us always
We acknoweldge our research work to the Economics
Department of Princess Nourah

Bint Abdul Rahman University and to the Head of our
Department Ms. Haifa and
Research Head Dr. Abeer for supporting us gather required data
from respondents
within College. Also ,we would like to thank all the respondents
and staff of Riyad
bank to support us by providing true and timely information for
our research work
Also we would like to thank Husband of Ms. Maha who is
working with Riyad Bank to
provide us with useful data
3

ABSTRACT
Digitization is the conversion of data into a digital format with
the adoption of technology.
Adoption of digitization is very important for the banking
sector. By embracing digitization,
banks can provide enhanced customer services. This provides
convenience to customers and
helps in saving time.
The importance and Impact of digitization in Banking Sector
needs attention so as to
improve the banking sector services and satisfaction for its
customers and thus overall
e banking sectorimprovement in th
Riyad Bank is one of the oldest and reputed bank with large
number of customers in the
Kingdom of Saudi Arabia Therefore, we consider the case of
Digitization in Riyad
bank under our analysis. It is capable to represent the overall
impact of digitization on
the banking sector inKSA

This study aims primarily to clarify the complementary
relationship between" Quality of
interbank digital services" and Customer Services and how to
attract them and Customer
Satisfaction with Bank Services.
100ey and questionnaire method is used to obtain data. More
than Surv respondents were
met for theirfeedback on digitization services of the bank.
Respondents were also
employees of the bank and both new and old customers
logy, survey questionnaireKeywords: Digitization, impact,
techno
4
1. INTRODUCTION
1.1Introduction

Digitization is the process of converting data into digital
format. Digitization means the
adoption of technology. Digitization is not an option for the
banking industry, rather it is
inevitable because every industry is being digitized and banking
sector is no exception.
By embracing digitization, banks can provide enhanced
customer services. This provides
convenience to customers and helps in saving time. Digitization
reduces human error and
thus builds customer loyalty.
Today, people have round-the-clock access to banks due to
online banking. Managing large
amounts of cash has also become easier. Digitization has also
benefitted customers by
facilitating cashless transactions. Customers need not store cash
anymore and can make
transactions at any place and time
The importance of banks in economic activity is one of the main
pillars of the national
economy, where commercial banks play an important role in
facilitating economic
transactions and financial transactions. Commercial banks play
an important and prominent

role in financing both private and public investment operations
In addition to its acceptance
of private and public sector deposits and its direct contribution
to the purchase of shares and
shares in local companies, issuing the lists of founders of new
industrial companies and
participating in the purchase of certificates of deposit, bonds
and locally issued loans,
commercial banks play their primary role in financing
investment operations through the
national economy Credit facilities and bank loans for all sectors
operating in the country.
Banking institutions in Saudi Arabia have begun to invest
heavily in the latest IT solutions to
facilitate services to their customers and reduce the cost of their
labor. Smart banking has
become an important sector that generates returns year by year.
In view of the importance of the role played by the banking
competition in the development
and activation of the banking sector in the Kingdom, we wanted
to shed light on this search
for the status of competition between Saudi banks with respect
to digitization, especially,

Riyad Bank.
5
1.2 Objectives of the study:
This study aims primarily to clarify the complementary
relationship between" Quality of
interbank digital services" and Customer Services and how to
attract them and Customer
Satisfaction with Bank Services.
It also seeks to achieve the following objectives:
* To define the concept of digitization and its importance in the
banking sector
* Understand the importance of quality services to customers
Analysis of the quality of digitization using banknotes *
* To make recommendations in this regard to the relevant
authorities.
1.3 Hypothesis of the Study states that-

1. There is a significant statistical impact on the level of the
importance of the total marketing
of digital banking services.
2. There is a significant statistical impact at the level of
importance to the benefits of customers
from the use of banking digitization.
3. There is a significant statistical impact on the level of
importance of improvement in the
marketing of digital banking services.
The importance of this study stems from the fact that it aims at
shedding light on how to exploit
the science of the quality of digitization in the marketing of
banking services, which
constitute the backbone of commercial banks in a highly
volatile competitive environment
that changes from time to time.

6
2. REVIEW OF EMPIRICAL LITERATURE
2.1 of literature Review
The banking sector is one of the most stringent and quality
economic sectors in terms of
accuracy of work and output, which is aimed at the new vision
in terms of focus on quality
in general, and banks will not find it difficult to shift to the new
national plan that will be
reflected on the business sector.
Recent studies by PricewaterhouseCoopers (PwC) and Ernst &
Young indicate that customers
in the Middle East and North Africa region prefer to deal with
banks that offer digital
banking services In addition, the digital banking sector faces a
number of challenges,
including: examining the impact of technology integration in
banking operations, setting up

regulations to protect banking across machines, balancing
customer satisfaction on the one
hand and maintaining honesty and accuracy in relation to On the
other hand
In general, the past two centuries witnessed big waves of
development and revolutions among
all sectors including the technology, social, political and
economic. Within the economic
sector, the banking industry stands out among many industries
and activities due to their
effective role in accomplishing the economic desired growth
rate and for its commitment in
progressing economic improvement. Since the technology
revolution impacted everting
from the individual lifestyle, up to the work techniques; the
banking industry was not
isolated from its impact. Therefore, the banks adopted new
strategies to utilize the new
technology trend in a way that bring customer and reduce the
operation costs to the
minimum (Al-Jabri & Sohail, 2012)
Consequently, the digitization evolution affected the methods
used by banks in delivering

services, to be more innovative and convince to customers (Al-
Husem&Sadi 2015).
According to Al Ajmi (2010) m, the banking services go
through many development phases
in order to shift from the traditional banking activates to be
fully digitized banking.
7
As a result, technology revolution has urged banks to resort
easy techniques that do not require
a lot of effort and time to be executed by customers (Awan,
2016). For that reason, but by
moving banks rapidly to be more electronic than traditional in
their services, the banks
invested huge amounts in their infrastructure and technology to
be more innovation in the
provision of services and expanded customer service (Saleem &
Rashid, 2011).
A recent development to saving money may be the development
from calming vendors giving
web-based organization towards oneself innovation. This
transforms the connection between

banks and their customers starting with bank client confronting
disappointments and outrage
on staff, and calls focus agents towards robotized internet-based
channels, and in the same
time administering most of the services of the client. This
promotes more potential funds
and efficiencies same time hypothetically moving forward
customer service, with giving the
bank staff opportunity ready on concentrate on higher value and
additional customer specific
inquiries ( beaglieri&Karmarker, 2014)
A developing technique for paying through electronic channels
that originated under punctual
utilization by 2002 might have been the utilization of payroll
cards that functioned a whole
lot a credit or debit card: a bank might post an employee’s
paycheck of the account,
frequently issued by visa or Mastercard. Towards late 2003,
exactly 14 million families
utilized such instruments, essentially making them “unbanked”
as those acts went on a
chance to be known (“global financial development report,
2014)

As that amount and kind of electronic fiscal transactions
increased, that more weight there
might have been to acknowledge electronic marks. Previously
routes legitimately worthy as
tying and as secure concerning illustration marks on paper.
Therefore, the central board
advocated implies to decrease that number for paper checks due
to their huge expense. In
October 2003, Congress passed and the president marked under
law, the check transaction
act which went under impact in October 2004 (Wilson, 2015)
This enactment constructed it lawful for banks will clear checks
electronically by sanctioning
advanced images along the lines. Hosting should exchange
paper checks go of the banks for
inception or aggravate banks secure agreement with other banks
and association on do that
fill in.
8
The national reserve, hosting noted the quick build to

electronic transactions, which reach
fivefold in the past decades should be precise. moreover, it is
expected that in 2004 these
might surpass the number from claiming paper checks and
therefore needed on keep on
going pressing for that only the tip of iceberg efficiency of the
electronic
transactions(Wilson, 2015)
The industry is changing as new internet- based entrants
identify niches and supply
extraordinary services, bringing new esteem should customer
same time old fashioned
accepted benefits of the business models have disappeared
(Christensen, 2003) this is result
for the following reasons:
1. The web helps expense reconfiguration as it facilitates
expense control and methodology
reconfiguration by fill in elimination worth of effort shifting fill
in avoidance, and worth of
effort sharing, web-centric contract frameworks lesson worker
preparing costs, would
simpler with navigate, and furnish simpler get will create
database over customary

frameworks.
2. The internet facilitates self-service: universal web access
coupled with ongoing technologies
gives shoppers for a chance to entry or overhaul majority of the
data towards at whatever
time and from anyplace. This diminishes the interest of client
administration divisions.
Consumers could also perform additional perplexing
interactions for example ascertaining
credit payoffs and deciding upon what amount of extra
installment to vital will be required
should qualify to contract protection conciliated.
3. The internet can enhance revenue by permitting
administration suppliers to cross sell
refinance and seek after other revenue generating chances.
4. Asset/ Risk oversaw economy will be enhanced through web
connectivity as information
can a chance to be communicated seen and imparted once an
immediate ongoing support
(Jiju Antony, 2006)

9
As confirmed by Mahdi (2011) among the service sectors the
Saudi banks come as first when it
comes to utilize technology in offering their banking services to
their customers. Therefore,
the entering of the internet to Saudi Arabia Coincide with the
Saudi banks decision to co-
exist on the internet and offer their banking services remotely.
Hence, they are progressively
considering the banks internet website as second deliver
channel for their services. In view
of that the banking sector went to invest in the latest technology
to deliver an innovation
banking service. Thus, the Saudi banks come at the top of the
developed banks as they use
the technology to serve their customer virtually instead of the
need to their physical preset at
branches (Mahdi, 2011).
2.1 Advantages of digitization in Banking sector
Digitization in managing an accounting industry intends settling

on banking smooth birch and
consistent for those clients. The technology used need that
possibility to the table security
reductions to its clients also make it helpful for clients who in
with consolidating different
capacities onto you quit offering on that one handheld gadget.
Making transactions cashless
brings about controlling bootleg cash and thus makes everyone
transaction responsible.
In the late years there may be an outstanding drop in utilization
of extensions and enormous
expansion over advanced saving money utilization. Most of the
private banks also general
population segment banks are centered looking into putting
forth new technology-based
benefits in its clients like portable banking applications and e-
wallets. The greatest focal
point from claiming advanced channeling on saving money will
be its capacity of providing
new propositions an client’s particular business models by
dissecting this saving money
example which investigates the client worth of the greatest.
Nowadays, creating a digitization environment is now the
priority of all banks and they need to

devote a considerable budget for a full transformation to a
completely digitized circle of
consumers. Today banks have the capacity should identify test
those putting forth will an
expensive degree. They could make an advertising the lifestyle
a client needs should see it
om the gadget that he needs should see it and at once that’s,
most advantages to him. In
addition, it should be conceivable best in view mobile analytics
and advanced interface
would meet.
10
This permit banks in enhancing the correspondence with the
client to such a degree that they
have the table a secondary level of customization. Thereabouts
advanced will barely
confined of the front-end interface.
Advanced innovation might have been the primary carriable to
expanding unemployment in the

state funded private parts for southern European nations, for
example previously Greece the
development of he advanced television systems together for
those mastery from claiming
advanced innovations. On the whole saving money services is a
prone on prompt a expand
of unemployment not main in the conventional public-service
TV organizations as well as in
the banking sector. A considerable measure for people will
make losing their employments
because of that digitization from claiming banking television
and telecommunication
association in global free market economics.
Much appreciated to digitization organizations over commercial
enterprises would race with
move keeping “analog” methodologies with customers products
services and working
models should an always-om real time and data rich commercial
center. Some authority is
redesigning their abilities and operating models with make full
point of advanced
innovations will keep step for those connected purchasers and
draw inability. Other are
making qualitatively new benefits of the business models and

enormous worth around
disruptive advanced chances. Over finishing so these
organizations secure not just begun
and Johnson had preceded relevance as well as unrivaled returns
(Baglieri&Karmarkar ,
2014)
2.2 Digitization Philosophy
The digitization can be described as the innovation through
utilization technology information
(Nambisan & Lyytinen & Majchrzak & Son, 2017). The
digitization revolution has opened
the door for new level of products and services which are totally
different from the old ones
in nature and structure (Miranda & Young &yetgin, 2016) the
past 20 years shows that the
digitization become a fundamental in all life style and work
environment and had big impact
on the banking industry. Accordingly, the companies and baks
utilized the digitization
development in the interaction methods with customers
(Cummingham& Young &Gerlanch,
2008).

11
In general all the banking organizations new and old are
maintaining their place in market by
adopting new technologies changes and experiences (
Kashmiri& Semenov &Ostrovskaya&
Kokuytseva,2016).
Digitization has influenced almost each industry during as far
back as a decade. The
phenomenal pace in which technologies spread and infiltrate
society , distinctive life, and
organization particularly puts experienced organization at risk
inside the car industry,
digitization acquires new players to the table ( Cortada,2006)
Thus , this shifts the
mechanical transformation keep tabs starting with physical
should IT empowers clients
should get their involving seeing for mobility and makes them
at any point all the more
profitable hotspot for data. Moreover, digitization influences
the worth production
methodology and emphasizes the vitality of multilateral cross

company cooperation’s
Digitization is a process of converting anything into digits (one
and xeros) make it digital. The
thing here could be analog data, logs, description about some
things. Let’s say, equipment,
its location, attributes etc. so anything description of any
information available in papers
hard copies etc. Concerting them into digital format is called
digitization. Converting hard
copies, at the end of this process we build a huge collection of
digital resources. These
resources could be built by converting existing analog resources
in the enterprise into digital
format and as much as possible encouraging thereafter creation
of new data by the enterprise
in the digital format itself (Jens Froslev Christensen, 2003).
So, we have built huge collection of digital resources. How are
we going to manage this huge
amount of data and more importantly what we are going to do
with this? the answer is
“Adopt Digitalization”.
With recent advancements in IT technologies, there are tools
and techniques now available to

manage and process huge amount of data , the digital resources
that we built through
digitalization process. With the right techniques and vision in
place it is possible to extract
useful information from those digital resources. This has opened
new opportunities to
expand the existing applications/ process to make use of the
huge amount of digital
resources and thereby improve their efficiency.
12
There are proofs that business were able to use such
technologies to mine the digital
information they have, could change the way existing processes
work and finally could
improve the business. In a sense they evolved their business
model by using recent
advancements in IT, it became a general strategy now for any
industry. This is what we can
call digitization. More formally, digitization is the strategy of
adopting recent technologies

in IT to make the most of the digital resources available in the
enterprise (Weiss & Schade
&Riedl& Matt. 2016)
Policies need to aim for overcoming the dormancy from
claiming obliged regulates re-
organization by encouraging that improvement of the
foundation. Also, nonexclusive
administration layer and to reinforce and will aid the
digitization for data streams and
interchanges forms within the parts or most of the data social
order. Such advancement
methodologies will incorporate the greater part stakeholders
about the data culture like
public sector private segment and general society and a pleasant
dream needs on aide the
specific social order looking into its exceptional way under the
umbrella of the digitization
(Anshuman Khare, 2016).
2.3 Effects
How a single technological innovation, the introduction of the
image transforming for cheques
prompted uniquely separate transforms into the structure from

claiming occupations to two
divisions of a substantial bank. In the store transforming
department image transforming
prompted the substitution for PCs to high roller instructed labor
I am accomplishing center
errands and over more excellent specialization in the
occupations that remained raising the
plausibility of outsourcing and progressions in the area about
certain parts of the operation.
For an additional section which are the exceptions processing
image transforming prompted
the coordination from claiming tacks for a cohort increments in
the request for specific skills
and with an in general 28 percent decrease on work information.
13
Accordingly, managing an accounting industry recommended
that digitization and the internet
are evolving the locus and association of bank services. They
also propose that those

fundamental beneficiaries are less adverse will make the
customers not those banks (Koo
&Wati& Chung, 2013)
By 2000-2002 , it required turned into very clear should
banking executions, industry watchers
legislature regulators and economists that the electronic
conveyance for services by banks
might have been much less exorbitant over were prior
techniques and they also knew that
extra electronic benefits were both expense successful and
magnetic will clients ( Ivan,
2012) issues concerning those internet cashless checks thus
focused on the key issue for how
best with aggravate electronic installments. Clients now caught
on the points of interest of
the digitization also. For example, concerning illustration bank
fees rose to taking care of
payroll checks, organizations started reestablishing their
emphasis that workers accept
immediate store from claiming payroll checks.
The banking industry served as the vital financial foundations
of the country for almost around
half of the twentieth century (Ivan, 2012). The same time that

pre-eminent position is no
doubt tested by different budgetary commercial enterprises in
the new millennium the
managing an accounting induatry need to stay one of most
essential inside the economy.
It is also the one business that the majority dramatically
illustrates the thing that is a developing
set of hones and example in the benefit parts of a profoundly
digitized economy of the future
(Kliedere&Jurgelane, 2016). The experience for this industry
shows us in any event three
lessons. In a great part of claiming its worth of effrt lends itself
will computerization. Since
its inventory will be ure information or just coins and all its
paper ephemera lend itself to
digitization. To different commercial enterprises for
comparative characteristics,
computerization turns into am overpowering energy with make
figured with a direct result
registering is quick cheap and can handle expansive volumes for
transactions.
Second, once putting forth will be digitized and might pick
separated a rival’s offerings to
recombine with the individuals generally for one’s portfolio

should make new products, new
focused advantages, considerably new organization and
commercial enterprises.
14
Those managing an account industry might have one of the
principals in the American
economy should knowledge this. That wonder alone displays
inquiries regarding how those
economy of the united states could develop in the following
century(Cortada, 2006)
Third, the case for digitizing demonstrated thus forcing that this
industry might have been
capable will move from a pre-computer style for operation to
particular case that we can
currently bring those advanced style essentially inside vocations
from claiming one era from
claiming financiers( Ginsburg,2016) new budgetary results
would not patent there will be no
copyright in the bank benefits of the business. As a rule,
therefore, an aggressive preference

of the organization against the new results in that budgetary
table that formed them in a short
occasion.
The user of such a capable infrastructure which is
incomprehensible only five years ago must
make profoundly machine proficiently, by quit offering on that
one can’t excessively often
anxiety the necessity for computer literacy over treasury
operations.
Such utilization of propelled innovation will be a long way
starting with secret word
approaches which basically tendered to themselves of the once
more offices, regardless of
they needed little victory previously, mechanizing them
(Chiou& Shen, 2012). it
additionally includes new configuration ideas exemplified by
image transforming systems
optical disks outline automation and different propelled usage.
The introduce will be as takes
after it might detect locate and underwrite once business sectors
trends afterward, we will
addition an aggressive edge. Moreover, the globalization and
increasingly demanding clients
have influenced the edge from claiming saving money

institutions, requiring greater amount
productive operations with easier costs (Aswan,2016). Forcing
consolidation off-shoring or
other scoring likewise practically banks now work in different
continents and outsourcing in
a request to decrease expenses and with expanding revenues.
15
2.4 Customer satisfaction
Service is a process that fulfills the client desire the
administration supplier should elucidate the
thing that the client desire may be in front of beginning those
methodology (
Akinyosoye&Gbadeyan, 2011) Furthermore at the same time
should affirm the client
imperative et cetera start finding the ideal outline result
procedure to the client , clinched
alongside true service. However, the transform begins in the

recent client imperatives would
elucidate and by the end the administration suppliers adjusts the
outline answer for each the
best fulfillment of the client the result frequently turns out to be
a tradeoff between those
client and the administration supplier.
What’s needed is the pervasive selection about digital, real time
and networked technologies
products and administration through interconnectedness
frameworks and gadgets (
Kliedere& Jurgelane,2016). In the securities sector digitization
concentrates on delivering
ways abilities for example self-service ongoing information and
analytics enormous data
enabled learning and streamlined special case administration
crosswise over those magic
ranges from claiming input processing output also framework.
The aggregate and planned
configuration of advanced techniques over endeavor will define
that organization’s
innovative standpoint.
Valid digitization is significantly more than negligible
automation as its must incorporate better

approaches of acquiring processing and acting on
incomprehensible measures for
information (Kashirin& Semenov &Ostrovskaya&Kokuytseva,
2016). Securities services
showcase vendors furthermore utilities require entry should
bigger information sets on
assistance uncover new advertise opportunities client’s trends
and item possibilities.
Administration bodies on the other side oblige transparency and
have information that is
receptive and streamlined crosswise over the endeavor. This
previously turns makes a
requirement for solid analytics to territories about example
matching and relationship and
information mining should uncover market and client needs.
16
The organization need to have a guarantee in place about
digitization organization must have an

advanced interface include input outputs that could associate
with outside stakeholders that
counting clients administrative bodies, vendors, outer
administration suppliers and the
Markey with negligible humanity’s backing (Ivan, 2012).
Customers could power this
organization towards oneself stage will get different digitized
items and administration
offerings and the sum of these competencies must be
constructed once a resilient, scalable
and dependable advanced base. Making such an environment
obliges ventures over
foundational innovation such as cloud building design also
single source information
repositories will backing these advanced offerings. Thus
adoption of electronic banking
functions and representative access and comfort and security,
privacy and content and
design spped fees charged for services has a significant positive
impact on the customer
satisfaction loyalty and reputation (Saleem & Rashid, 2011).
2.5 Competitive Advantages
The emergence of these development and global changes led to

the creation of great
competition challenges between banks. The electronic
application increased in a large and
consistent manner with the competition between banks and the
speed of development of
electronic software and communication networks. This
development of banking services and
keeping pace with the successive electronic development in the
banking industry. And
attention to the quality of services and customer satisfaction is
one of the main approaches to
increase and improve the competitiveness of banks which
contributes to increase the bank’s
competitive ability to face the threats posed by developments
economic and electronic
(Omari, 2012). In addition, e-banking services contribute to the
competitive advantage by
increasing the efficiency and effectiveness of the service
offered.

17
Many researchers have tried to shed light on the impact of these
different electronic banking
services on achieving competitive advantage. The study
conducted by Sohail and AL-Jabri (
2014) on the role of marketing innovation and technology in
achieving the competitive
advantage of banks from the point of view of clients suggests
that banks that follow the
technological and marketing innovation in a good way achieve a
competitive advantage in
general and the study indicates that there is satisfaction by
customers when banks seek to
spread ATMs and thus reduce waiting time for the customer. In
addition, the electronic
banking services play vital role in enhancing the competitive
advantage in the banking
sector as it was found that using the latest electronic means of
practicing banking and
increasing the customer’s link to the bank through electronic
business enhances the
competitive position of the bank. Therefore, banks can win the
game of competition and

monopoly of the land through the digitization.
2.6 Services
Imaging software and hardware tolerance photography for
checks and other vouchers evolving
the pictures under an advanced stream will be put away in and
retrieved starting with optical
plates (iris imaging software may improve accuracy of
centration with toriciols, 2009).
These advanced pictures might be transmitted down fiber-optic
cables for transforming and
switched around the clearing framework through those robotized
clearinghouses worked by
the central bank board.
The volume will guarantee that the measure from claiming
reserve funds may be colossal.
Security Pacific a standout amongst the top banana live check
cleaners over America
procedures a normal for 6 million checks a night. It estimates
that it might save between $25
million also $50 billion a quite a while through such
arrangement. Or more that that measure
by procuring fees through transforming benefit of the business

starting with more modest
banks that must include the table their customers a state of the
craft administration however
doesn’t have the volume for benefits of the business should
defend that investment.
18
In a confrontation with the risk of overstating the body of
evidence considering a great part of
the thing that banks di and notwithstanding do will be the same
they settle on loans hold
deposit and cash books. The distinction may be that they use
workstations thus extensively
that on the run a bank without them will be presently impossible
what are we reason starting
such a statement? concerning illustration may be happening in
the manufacturing and retail
industries the managing an accounting industry may be still on
the right on time phases from
claiming changes should a far obscure standard ( walker, 2017).

We view glimpses for it
however that is everyone in minute.
The main robust certainty will be that this business depends on
vigorously notwithstanding
once machines and telecommunications and that we might
sensibly hope its practice culture
and offering on proceeding with evolving about whether. In
light of the present to a letting
phase the best any history specialist will comment that bankers
bring not been modest over
utilizing engineering organization. They were begun and
Johnson had proceeded to stress
extensively around completing along these lines and
encountered new manifestations of
rival and transforms unanswered a half century sooner
(Ballieri&Karmarkar, 2014).
Informatization is the spine technique through which saving
money organization has innovated
their putting forth and have moved starting with customary
saving money should
nontraditional channels (Yan & Shan & Yan &Gao Tian. 2013).
In digitization need
permitted saving money benefits with being separated starting
with conventional physical

extension areas. Next an ever-increasing pattern towards those
concentrate on information
and most of the data empowers banks utilize measurable
programming analyses to tailor
their offerings to distinctive segments enhancing administration
execution and lessening
expenses.
19
2.7 Putting rapid process digitization into action
Fast procedure digitization starts with imagining an unrivaled
voyage from the client
perspective about perspective (Dame, 2016). With those
cooperation housed together done a
committed physical space the objective may be should throw
aside convectional notions
about attempting and use client information and brainpower

with reimaging the richest the
vast majority productive and captivating method for fulfilling
client necessities and desires.
Essential prototypes are at that point ushered under ongoing
client testing the place ideas
would validate refined and released clinched alongside
consistent cycles until they help
agreed upon execution thresholds.
Digitization groups quickly and continually figures out and test
their new learning all around
the improvements cycle (Lampert & Vaughan, 2009). Preceding
they nail down the last
design they audit and minimize business investment risk and
ensure that advanced activities
convey most extreme client quality.
2.8 Scaling up
New abilities should be scaled fast to v=covert at magic client
journeys. A few organization do
this methodology by the transform. the offering can be quit on
that one bank to the instance
organics its rapid digitization groups by theme one meets
expectations looking into at
journeys and items identified with credit in turn meets

expectations around investment
products. Thus, different organization take a journey
methodology. In any case of the
approach organization searching should bring advanced
activities with scale must establish
clear norms and execution measurement. In this way the thing
that may be scholarly is
assembled and communicated reliably so as with ceaselessly
enhance system. Scaling also
obliges the human resources capacity should make actively
involved since most associations
will face holes. On basic advanced ability sets a significant
number of which are of high
interest.
20
The entire idea of hyper personalization will be the main setting
off with getting conveyed
through advanced. For example, based on the provide

information about customer it bring
situated for client majority of the data from as much transaction
self-destructive
considerations and conduct the classifications will be known to
which group income profile
and so forth utilizing analytics could aid the pertinent offerings
in the manifestation of a
preapproved credit. Moreover, the client profile and depend on
the activities through online
networking. By having the ability with figure out that the client
will be arranging with a try
on get away. Thereabouts in a client is sharp once a universal
get-away and he is asking for
travel suggestions ahead online networking and going by going
sites the doors is open to
connect with him in offer him the pre-endorsed credit the table.

21
3. METHODOLOGY AND DATA
3.1 Population of the Study:
The population of the study represented in people live in Saudi
Arabia, but due to the large
community in the light of the restrictions of time and effort, the
study will be limited on the
residences of "Riyadh" city, because it is the capital and the
most population in the country.
3.2 Sample of the study:
The study population consisted of clients of the commercial
bank in the kingdom of Saudi
Arabia. A random sample of 100 persons was chosen as a study
population. Table (1) shows
the characteristics of table 1

Distribution of clients of bank under study by the personal
variables
Percentage Categories of variables Variable
58% Male Sex
42% Female
28% 18-24 years Age
17% 25-29 years
35% 30-39 years
20% More than 40 years
3.3 Research Design:
This study is based on the descriptive approach, through a
review of the administrative
literature of total quality management, and marketing of
banking services , and by returning
to previous related to the subject of the study , in addition to the
use of filed approach to try
test hypotheses of the study , and accessing to their results .

22
3.4 The data and information gathered by the questionnaire
analysis will be presented in this
chapter .Moreover the finding will be discussed through this
chapter. The questionnaire data
and information suppose to answer the Following:
1. Is there a positive relationship between achieving a
competitive advantage to the banks and
the digitization of the banking services and product the bank
officer?
2. Is there a positive relationship between customer satisfaction
and digitization of the banking
services and product the bank offer?
The research utilized a descriptive analysis and the percentage
of customer’s responses of
different segments to each questionnaire statement in order to
examine the customer
satisfaction by the digitization of the banking services and
product that Riyadh bank offer. In
addition to measure the identify the relationship between
achieving a competitive advantage

to Riyadh Bank over the other banks through the digitization of
the banking services and
product its offer.
3.5 Testing Research Questions
Based on the questionnaire question nature and the expected
range the questions will be
splatted into two parts which the first part are related to the
questions with defined group of
answers and the second part related to the questions with the
undefined open answers.
i. First part of testing Questions
The study questions can be divided into the following
categories, Participant data, participant
satisfaction and the new products or services or problems. First
part covers the two
categories of participant data and participants satisfaction. The
participant customer answers
to each question in the questionnaire are computed and
converted into percentage. The
frequency of each answer for all the first question are as
following.

23
The first question in the survey is related to the participant
gender. The first graph shows the
percentage of participant gender in Riyadh online which is 67%
female and 50 % male. The
second graph show the percentage of participant gender in the
mobile application which are
67% female and 26% male. The third graph shows the
percentage of participant gender in
ATM which is 10% female and 26 % male.
The Second question in the survey is related to the participant
age. The first graph show the
percentage of participant age in Riyadh Online which are 55%
of the age from 30 to 39, 52%
for over 40 while the age 18 to 24 and from 25 to 29 are very
low sample size. The second
graph show the percentage of participant age in mobile
application which are 19% for age
from 30 to 39. 48% for the over 40 29% for age 25 to 29 while

the age from 18 to 24 is very
low sample size. the third show the percentage of participant
age in ATM which are -16%
foe the age from 30 to 39 , 15% for the over 40 while the age
from 18 to 24 and from 25 to
29 are very low sample size.
The third question in the survey is related to the participant
segment. The first graph show the
percentage of participant segment in the Riyadh online which ae
57% from mas segment
49% from Silver segment and 48% from Golden segment. The
second graph show the
percentage of participant segment in Mobile application which
are 32% from mass segment
17% from silver segment while for Golden segment the sample
size is very low. The third
graph shows the percentage of participant segment in ATM
which are 13% from Mass
segment -7% from silver segment and 11% from Goldeb
segment.
The fourth question is reflected to the separate input for each
channel.
The fifth question in the survey is related to the participant
satisfaction. The first graph show

the percentage of participant satisfaction ib Riyadh online
which is 55% is very satisfied,
27% is satisfied, 12% is somewhat satisfied , 5% is unsatisfied.
The Second graph show the
percentage of participant satisfaction in the mobile application.
Which are 46% is very
satisfied, 30% is satisfied, 12% is somewhat satisfied, 7% is
unsatisfied and 5% is very
unsatisfied. The third graph show the percentage of participant
satisfaction in ATM which
are 38% is very satisfied, 29% is satisfied, 18% is somewhat
satisfied, 8% is unsatisfied and
8% is very unsatisfied.
24
The sixth question in the survey is related to whatever the
participant fined in Riyadh Bank
Electronic services easy to use or not. The first graph show the
percentage about if the
participant see if Riyadh online is easy to use or not which are

75% think it is easy to use
and 24% think it is not easy to use. the second graph show the
participant sees if the mobile application is easy to use or not
which are 67% think it is easy
to use and 24% think it is not easy to use. The third graph show
thw percentage about if the
participant see if the ATM is easy or not which are 54% think it
is easy to use and 7% think
it is easy to use.
The seventh question in the survey is related to Riyadh Bank
Electronic services availability.
The first graph show the percentage about if the participant see
if Riyadh online is available
or not which are 68% available. The second graph show the
participant see if mobile application or not which are 57%
available. The third graph show
the percentage about if the participant see if ATM is available
or not which are 50%
available.
The eighth question in the survey is related to the area need to
be changed in order to develop

Riyadh Bank electronic services. The first graph shows the
percentage about the areas in
Riyadh Online which are government payment by 16% Account
are Cards by 11% and
internet / Local transfer by 11%. The second graph shows the
percentage about the areas in
mobile application which are internet / local transfer by 13%
and bill payment by 12%. The
third graph shows the percentage about the areas in ATM which
are Cash deposit by 27%
government by 27 and internet / local transfer by 25%.
25
3.2.2 Second part of testing questions
The second part covers the last category participant input which
is new products or service or
problems. the answer for the remaining two questions is as

follows:
The ninth question in the survey is related to the problem the
participant is facing in Riyadh
bank electronic services and products. The problem the
participants is facing in Riyadh
online is as following:
ifficulty and sometimes the session end
without notifying the customer
although the internet speed is high.
r for
the customer as what is
happening in the payment in order to retrieve it in an easy
method.
charitable donations.
models.
The problem in the participant is facing in mobile application is
as follows:

constantly updating.
guide for reaching service is not clear.
rate during transfer.
implemented even if all the
required steps are followed.
of support to application technical issues.
The problem the participant is facing in ATM Machine is as
following:
The ATM machines do not provide all the money categories
as the other banks do.
26

The tenth question in the survey is related to the new services
and products the participant
would like to add to Riyadh bank Electronic services and
products. The new services and
products the participants would like to add to Riyadh bank
services and product are as
following:
nnels to be like it
was designed and customized
especially to each customer
activities that eliminate the
need to branch as much as possible.
n the channel
regardless or the device or the
operating system
customer to manage their busiess and
portfolio through Riyadh bank channels.
ship

manager to each customer by
studying it is behavior over the channels and offer him/ her the
most suitable service and
product with competitive prices and conditions or as a bundle
offer.
ties.
27
4. RESULTS AND DISCUSSION
4.1 Introduction
The last chapter in this study is supposed to provide a full
overview of the study and
summarizing its results. Furthermore, it will present new

recommendations for Riyadh bank
and for the further research in this field.
4.2 Overview of the study and summary of its findings
The adaptation of the digitization in banking industry and in
particular in Riyadh bank had
show big impact in creating huge amount of advantages and
benefits for both the customers
and the bank. One of the most important advantages and
benefits for digitization in Riyadh
bank is to create competitive advantage over their competitors
and achieve the customer
satisfaction. This study examines the major factors that lead to
these achievements.
Participants in this study were all Riyadh bank customers. The
total participants study is 1618
while the breakdown for the participants is as following: 658
for Riyadh online, 767 for the
ATM and 193 for mobile application. The participants age was
classified for four categories
which are 18 to 24 , from 25 to 29, from 30 to 39 and for the
over 40 years. The participants
region was classified for three categories which are : Western
region, Central region and

Eastern region. The participants gender was classified for two
categories which are male and
female. The participants segments were classified for three
categories which are normal,
silver and Golden.
The study utilized the two types of research which are
quantitative and qualitative methods in
order to perform the test of the study. Therefore, the survey is
conduct to measure the
customer satisfaction with the digitization direction of Riyadh
Bank and also to measure the
bank ability to create a competitive advantage through this
direction. The study contains 10
various questions that cover both the quantitative and the
qualitative approaches and most of
the required dimensions for the research study. Therefore,
within 10 questions there are 3
questions answer by either yes or no
,
28

There are 5 questions answer by list of defined options to
choose one of them and there are 2
questions give the customer the opportunity to give their
opinion or feedback regarding any
new service or product they would like to add it to current
Riyadh bank Electronic services
and products or any problem they are facing in the current
Riyadh bank electronic services
and products. The study questions can be divided into of the
categories: participant data,
participants satisfaction and new product or services or
problems.
Basically, the study findings reflected a positive relationship
between the digitation and the
customer satisfaction and creating a competitive advantage in
the banking industry.
Moreover, the study results showed clearly that Riyadh bank
achieved the customer
satisfaction and create a competitive advantage through
digitization approaches can be
conducted by Riyadh bank in order to achieve more customer
satisfaction and sustain the
competitive advantage.

4.3 Discussion of results
The relationship between the competitive advantage and the
different types of the electronic
banking services in Riyadh Bank Has tested through Riyadh
Online, ATMs , and Mobile
applications. In addition to examining the impact according to
demographic characteristics
like age group, segment and the result cab be summarized as
follows. First there is a positive
relationship between the bank’s offering of electronic banking
services and the competitive
advantage of banks from the point of view of customer. This
result is consistent with several
studies such as Abbad study in the Jordanian society. The
reason for this relationship is the
technological development of the world making it easy to
conduct banking operations
efficiently and easily making the customer look for the best
electronic banking services and
thus distinguish one bank from another.

29
Second, the electronic banking services provided by the bank
through the websites is one of the
most important services that customer prefer among other
electronic banking service and
this consistent with the study conducted by Chiou and Shen(
2012) , because of the
importance of respondents to the effort and time provided
through the use of the site in
addition to the clarity and ease of execution of banking
operations such as payment of
government and public payments.
Third, the respondents agreed according to their demographic
characteristic such as the age
group and segment that the electronic banking services have an
impact on achieving
competitive advantage and that they distinguish one bank from
another. This is in line with
the study conducted by Akinyosoye and Gbadeyan( 2011) which
emphasize that the

acceptance of the respondents from younger age group is higher
that other customers.
Finally the level of privacy and security is a major concern for
the majority of respondents
especially for users of electronic banking services through the
website and applications of
smart phones due to the awareness of respondents about the
potential risks of penetration
through the internet and communication networks and this is
consistent with the study
conducted by Abbad ( 2013)
On the other hand, the relationship between the customer
satisfaction and the different types of
the electronic banking services in Riyadh bank has been tested
through: Riyadh online ,
ATMs and mobile application. In Addition to examining the
impact according to
demographic characteristic like age group, segment and the
result can be summarized as
follows: first, there is appositive relationship between the banks
offering of electronic
banking services and the customer satisfaction as the adoption
of electronic banking function
and electronic banking impact on the result of customer

satisfaction, loyalty and reputation.
Moreover and this is consistent with the study conducted by
Ahmad and Al-Zu’bi( 2011)
that showed that the electronic banking adoption of
representative access and comfort and
security , privacy and content and design and speed , charges
levied on the services have had
a positive impact on the satisfaction customers and loyalty and
reputation.
30
Second, there is a need to consider the respondents personal
with regards to social and
demographic variables in order to identify the electronic
banking services on their customers
satisfaction in terms of speed, accuracy, ease of access and
convenience and this is
consistent with the study conducted by Shergill and Li (2005)
that emphasize the impact of
different characteristic of the respondents personal to their

satisfaction towards the
electronic banking service offered like the satisfaction of the
respondents from younger age
group is higher than other customers since they tend to use
technology more than older
customers.
31
5. CONCLUSION, LIMITATIONS AND
RECOMMENDATIONS

5.1 Conclusion
The current study aims to measure the relationship between the
adoption of digitization and
creating competitive advantage along with customer satisfaction
in Riyadh bank. In the light
of previous discussion, the finding illustrates that there are a
positive relationship between
the adaptation of digitization in banking sector in specific in
Riyadh Bank and creating
competitive advantage along with accomplishing customer
satisfaction.
The globalization of banking has led to the emergence of new
forms of banking which
contributed to the new development in information and
communication technology. The
digitization can bring a lot of advantage and benefits for both
the customers and the banks in
the banking industry. These advantages and benefits concentrate
in achieving customer
satisfaction and possess competitive advantage. Riyadh bank
manages to achieve the
customer satisfaction and create a competitive advantage
through the digitization.

5.2 Limitations
Due to the following limitation in the current study results of
this must be interpreted with
caution and further verification is recommended. These
limitations include several
dimensions which are human limits; location limits; objective
limits ; time limits and
hypothesis limits . the human limits are that this research is
limited to Riyadh bank
customers. The location limits is that this research is limited to
the banking sector in Saudi
Arabia. The objective limits is that this research is limited to
observe the role of the
digitation of the banking services in creating competitive
advantage and customer
satisfaction for Riyadh bank in the banking sector in Saudi
Arabia. The time limits that this
research is limited to investigate the positive relationship
between creating competitive
advantage and reach customer satisfaction through the
digitization of the banking services.

32
5.3 Recommendations
In the light of the findings of the study there is a set of
recommendations as follows:
First: recommendations for Riyadh Bank to achieve competitive
advantage and customer
satisfaction
1. Ensure security of the bank system
2. Build connection system and data between Riyadh bank
channels and government system
and other banks as well.
3. Avail the option to Customize the service and product upon
customer request.
4. Full management Platform over all the bank services product
and activities that eliminate the
need to branch as much as possible.
5. Responsiveness that enable customer to open the channels
regardless or the device or the
operating system.

6. Build a Smart Analysis that act like special relationship
manager to each customer by
studying it is behavior over the channels and offer him/ her the
most suitable service and
products with competitive prices and conditions or as a bundle
offer.
7. Conduct the most important electronic banking services at a
lower price comparing to the
service or product at branch.
8. Exploit the human capacities working in banks and their
creativity and encourage them to
initiate innovation and development in the banking and
customer service.
9. Prepare studies and periodic research on the development of
their capabilities and identify
the view of customers and their satisfaction with the services
provided to them and how to
develop these services commensurate with their needs.
10. To achieve competitive advantage m Riyadh bank must
continue to improve its electronic
banking services and ensure that these services are at
competitive price and easy to use to
meet all requirements of the customers and follows the last

development in the world of
technology.
33
Second: Recommendations for future studies:
1. Conduct studies to cover all banks operating in the kingdom
of Saudi Arabia.
2. Conduct studies to examine whether there is a difference
between Islamic banks and
commercial banks in the electronic banking services
preferences.
3. Conduct studies to examine whether there is difference
between men and women in the
electronic banking services preferences.
4. Conduct studies to cover other variables not covered in this
study like market share and
regional orientation.

34
REFERENCES
1. Abbad, M. M ( 2013) E-Banking in Jordan. Behavior &
information technology, 32(7), 681-
694 doi:10.1080/0144929X.2011.586725
2. Ahmad A.M.K & Al- Zu’bi H.A (2011) , E- banking
functionality and outcomes of
customer satisfaction : An Empirical investigation; international
journal of Marketing

Studies Vol. 3 no 1; February 2011 ; pp-50-65; ISSN 1918-
719X E-ISSN 1918-7023
3. Akinyosoye O. And Gbadeyan, R (2011) Customers
preference for e-banking services ; a
case study of selected banks in Sierra leoneNE, Australian
Journal of business and
management research Vol 1 , No 4 , PP 108-116
4. Al-Husein , M &Sadi M.A ( 2015) Preference on the
perception of mobile banking : Saudi
Arabian perspective European online journal of natural and
Social sciences 4(1) , 161-172
retrieved from
https://search.proquest.docview/1679270834?accountid=142908
5. Al-Jabri, I & Sohail, M.S ( 2012) Mobile Banking adoption:
Application of diffusion of
innovation theory , Journal of electronic commerce Research ,
13( 4) 379-391. Retrieved
from
https://search.proquest.com/docview/1266226380?accountid-
142908
6. AlAjmi, K.H ( 2010) Participatory action research : An
Exploration of electronic banking
adoption in Saudi arabia ( order no 3446271) Available from
proquest dissertation & Theses

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