Integrated Information Systems from Internal and External Integration Perspectives as a Prerequisite for Electronic Service Quality

The objective of this research was to investigate the role of internal and external integration in improving the quality of electronic services in the researched company. To achieve this objective, the proposed study model was tested on a random sample of 224 participants using a questionnaire developed for this purpose. Findings demonstrate that there are significant impacts of both internal and external integration on the quality of electronic services. Therefore, Arab Bank should take into consideration the importance of internal and external integration as prerequisites for e-service quality in a turbulent business environment.