Abstract—The main goal of the Resource-based View is to explain the prerequisites for obtaining and sustaining a competitive advantage. How the capabilities related to the Resource-based View are influencing Experience, Satisfaction and Loyalty of internal users of E-services is not a researched topic. Therefore we undertook our research to determine this influence. We found that a positive relationship exists between ICT Capabilities and Experience. Experience is mediating the effect from ICT Capabilities on Satisfaction and Loyalty. Capabilities related to business issues have a stronger effect on ICT Capabilities than capabilities related to the ICT issues.
Index Terms—E-service, ICT capabilities, resource-based view.
Gjoko Stamenkov is with the field of ICT, ICT governance, information security and project management.
Zamir Dika is with the several universities and his research interest is inthe field of information systems.
Cite: Gjoko Stamenkov and Zamir Dika, "The Effect of ICT Capabilities on the Experience of Usinge-Services in Banks," International Journal of Computer Theory and Engineering vol. 4, no. 5, pp. 788-792, 2012.