Vol.8, No.2, May 2019.                                                                                                                                                                             ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

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


Adel Odeh AL-Hashem, Mohammad Atwah Al-ma’aitah


© 2019 Adel Odeh AL-Hashem, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 8, Issue 2, Pages 462-470, ISSN 2217-8309, DOI: 10.18421/TEM82-20, May 2019.


Received: 09 February 2019.
Accepted: 27 April 2019.
Published: 27 May 2019.




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.


Keywords –Information System Integration, Internal Integration, External Integration, E-Service quality.



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