ISLAMIC AND TECHNOLOGICAL FACTORS IN ISLAMIC BANK CUSTOMERS’ SATISFACTION
Abstract
This study examines the influence of Islamic branding, Islamic service quality, internet banking, mobile banking, and automatic teller machine (ATM) facilities on Islamic bank customers’ satisfaction. This study adopted a quantitative approach with primary data sources in questionnaires obtained from 332 respondents and analyzed using multiple linear regressions. The main result shows that Islamic branding, Islamic service quality, internet banking, mobile banking, and ATM facilities affect Islamic bank customers’ satisfaction. The dominant factor influencing Islamic bank customers’ satisfaction is internet banking. This study can complement existing theories and be used as a reference in implementing Islamic banking market development strategies. Meanwhile, from a managerial perspective, this study can be used as a reference for improving brand image and quality of service in an Islamic way, as well as technological facilities.
Keywords
Full Text:
PDFReferences
Abadi, S. J., Mahdavipour, Z., Rezaei, A., & Nazari, F. (2021). The relationship between employee self-concept, brand identity, brand pride and brand citizenship behaviour and customer satisfaction. International Journal of Business Excellence, 23(2), 171–187. https://doi.org/10.1504/IJBEX.2021.113436
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2019). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9, 13–24. https://doi.org/10.5267/j.msl.2018.11.004
Ahmed, M., Ali, S. A., Jan, M. T., & Hassan, A. (2020). Development of Islamic banks’ brand personality (IBBP) model: a conceptual study in Malaysia. Journal of Islamic Marketing, 11(3), 621–642. https://doi.org/10.1108/JIMA-11-2018-0210
Ahmed, O., & Kahf, M. (2018). Customer Satisfaction Comparison between Islamic and Conventional Banks: Case Study of Qatari Banks. Journal of King Abdulaziz University, Islamic Economics, 31(2), 17–32. https://doi.org/10.4197/Islec.31-2.2
Ahmed, R. R., Giedrius, R., Kauliene, R., Streimikis, J., & Dapkus, R. (2020). ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques. Oeconomia Copernicana, 11(1), 59–93. https://www.ceeol.com/search/article-detail?id=992027
Ajzen, I. (2002). Perceived Behavioral Control, Self-Efficacy, Locus of Control, and the Theory of Planned Behavior. Journal of Applied Social Psychology, 32(4), 665–683. https://doi.org/10.1111/j.1559-1816.2002.tb00236.x
Ajzen, I. (2020). The theory of planned behavior: Frequently asked questions. Human Behavior and Emerging Technologies, 2(4), 314–324. https://doi.org/10.1002/hbe2.195
Al-Dmour, R., Dawood, E. A. H., Al-Dmour, H., & Masa’deh, R. (2020). The effect of customer lifestyle patterns on the use of mobile banking applications in Jordan. International Journal of Electronic Marketing and Retailing, 11(3), 239–258. https://doi.org/10.1504/IJEMR.2020.108121
Al-Khalaf, E., & Choe, P. (2020). Increasing Customer Trust Towards Mobile Commerce in a Multicultural Society: A Case of Qatar. Journal of Internet Commerce, 19(1), 32–61. https://doi.org/10.1080/15332861.2019.1695179
Al-Otaibi, S., Aljohani, N. R., Hoque, M. R., & Alotaibi, F. S. (2018). The Satisfaction of Saudi Customers Toward Mobile Banking in Saudi Arabia and the United Kingdom. Journal of Global Information Management, 26(1), 85–103. https://doi.org/10.4018/JGIM.2018010105
Aladwani, A. M. (2001). Online banking: a field study of drivers, development challenges, and expectations. International Journal of Information Management, 21(3), 213–225. https://doi.org/10.1016/S0268-4012(01)00011-1
Alam, N., & Al-Amri, H. A. (2020). Service Quality Perception and Customer Satisfaction in Islamic Banks of Oman. The Journal of Asian Finance, Economics and Business, 7(9), 499–504. https://doi.org/10.13106/jafeb.2020.vol7.no9.499
Alawneh, A. A. (2017). The effects of e-banking quality on customers’ trust-satisfaction and commitment: a field study on users of Jordanian banks. International Journal of Intelligent Enterprise, 4(1/2), 36–45. https://doi.org/10.1504/IJIE.2017.087009
Aldas-Manzano, J., Ruiz-Mafe, C., Sanz-Blas, S., & Lassala-Navarré, C. (2011). Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use. The Service Industries Journal, 31(7), 1165–1190. https://doi.org/10.1080/02642060903433997
Ali, M. M., Sakti, M. R. P., & Devi, A. (2019). Developing an Islamic financial inclusion index for Islamic Banks in Indonesia: A cross-province analysis. Journal of Islamic Monetary Economics and Finance, 5(4), 691-712.
Alnaser, F. M. I., Abd Ghani, M., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4, 63–72. https://doi.org/10.5267/j.ac.2017.8.001
Alserhan, B. A. (2010a). On Islamic branding: brands as good deeds. Journal of Islamic Marketing, 1(2), 101–106. https://doi.org/10.1108/17590831011055842
Alserhan, B. A. (2010b). Islamic branding: A conceptualization of related terms. Journal of Brand Management, 18(1), 34–49. https://doi.org/10.1057/bm.2010.18
Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306. https://doi.org/10.1108/IJBM-10-2014-0139
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non‐Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627
Arif, I., Aslam, W., & Hwang, Y. (2020). Barriers in adoption of internet banking: A structural equation modeling - Neural network approach. Technology in Society, 61, 101231. https://doi.org/10.1016/j.techsoc.2020.101231
Asante-Gyabaah, G., Danquah, E. O.-A., & Tetteh-Wayoe, D. K. (2015). Assessing the Impact of the ATM in Delivering Service in the Banking Industry: A case of GCB Bank Ltd. European Journal of Business and Management, 7(20), 40–53. https://core.ac.uk/download/pdf/234626654.pdf
Aslam, W., Tariq, A., & Arif, I. (2019). The Effect of ATM Service Quality on Customer Satisfaction and Customer Loyalty: An Empirical Analysis. Global Business Review, 20(5), 1155–1178. https://doi.org/10.1177/0972150919846965
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2019). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. (2019). Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model. International Journal of Information Management, 44, 38–52. https://doi.org/10.1016/j.ijinfomgt.2018.09.002
Balbin-Romero, G., Carrera-Mija, E., Serrato-Cherres, A., & Cordova-Buiza, F. (2022). Relationship between e-banking service quality based on the e-SERVQUAL model and customer satisfaction: a study in a Peruvian bank. Banks and Bank Systems, 17(4), 180–188. https://doi.org/10.21511/bbs.17(4).2022.15
Balmer, J. M. T., & Chen, W. (2017). Corporate heritage brands, augmented role identity and customer satisfaction. European Journal of Marketing, 51(9/10), 1510–1521. https://doi.org/10.1108/EJM-07-2017-0449
Barnes, S. J., & Corbitt, B. (2003). Mobile banking: concept and potential. International Journal of Mobile Communications, 1(3), 273–288. https://doi.org/10.1504/IJMC.2003.003494
Bashir, S., Khwaja, M. G., Turi, J. A., & Toheed, H. (2019). Extension of planned behavioral theory to consumer behaviors in green hotel. Heliyon, 5(12), e02974. https://doi.org/10.1016/j.heliyon.2019.e02974
Bishnoi, S. K., & Singh, S. (2022). A study on consumer buying behaviour for fashion and luxury brands under emotional influence. Research Journal of Textile and Apparel, 26(4), 405–418. https://doi.org/10.1108/RJTA-03-2021-0026
Buja, V., Qerimi, F., & Behluli, A. (2022). The impact of leadership styles on service quality and customer satisfaction: A comparative analysis between foreign and domestic capital banks in Kosovo. Innovative Marketing, 18(3), 181–196. https://doi.org/10.21511/im.18(3).2022.16
Butt, I., Ahmad, N., Naveed, A., & Ahmed, Z. (2018). Determinants of low adoption of Islamic banking in Pakistan. Journal of Islamic Marketing, 9(3), 655–672. https://doi.org/10.1108/JIMA-01-2017-0002
Chawla, D., & Joshi, H. (2017). Consumer perspectives about mobile banking adoption in India – a cluster analysis. International Journal of Bank Marketing, 35(4), 616–636. https://doi.org/10.1108/IJBM-03-2016-0037
Churchill, G. A., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491–504. https://doi.org/10.1177/002224378201900410
Dahliani, Y., Istifadah, I., Suryaningsih, I. B., & Wilandari, D. (2021). The influence of customer intimacy on religious based brand trust, customer satisfaction and customer loyalty in islamic banks. Palarch’s Journal of Archaeology of Egypt/Egyptology, 18(7), 2009–2024. https://archives.palarch.nl/index.php/jae/article/view/8359
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://koreascience.kr/article/JAKO202106438543453.page
Dean, A. M. (2004). Rethinking customer expectations of service quality: are call centers different? Journal of Services Marketing, 18(1), 60–78. https://doi.org/10.1108/08876040410520717
Devi, A., Firmansyah, I., Yuniarto, A. S., Hamid, B. A., & Nawawi, M. K. (2023). Determinant Factor Analysis of Financial Technology Adoption Among Halal Sector Microenterprises in Indonesia. Amwaluna: Jurnal Ekonomi dan Keuangan Syariah, 7(2), 347-368.
Devi, A., & Firmansyah, I. (2020). Efficiency determinant analysis in Islamic bank in Indonesia. Muqtasid: Jurnal Ekonomi dan Perbankan Islam, 11(2), 11-13.
Fauzan, R., A’yun, K., Hendarsyah, D., Nugroho, A. P., Nugroho, L., Nuraeni, E., Zulfikar, M., Ernayani, R., Sudirjo, F., Rofiq, N., & Santika, A. (2022). Islamic Marketing (1st ed.). Global Eksekutif Teknologi.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2), 1–10. https://doi.org/10.1177/2158244020919517
Firdous, S., & Farooqi, R. (2017). Impact of Internet Banking Service Quality on Customer Satisfaction. Journal of Internet Banking and Commerce, 22(1), 1–17. https://www.icommercecentral.com/open-access/impact-of-internet-banking-service-quality-on-customer-satisfaction.php?aid=85570
Garzaro, D. M., Varotto, L. F., & Pedro, S. de C. (2020). Internet and mobile banking: the role of engagement and experience on satisfaction and loyalty. International Journal of Bank Marketing, 39(1), 1–23. https://doi.org/10.1108/IJBM-08-2020-0457
Gayatri, G., & Chew, J. (2013). How do Muslim consumers perceive service quality? Asia Pacific Journal of Marketing and Logistics, 25(3), 472–490. https://doi.org/10.1108/APJML-06-2012-0061
Giao, H. N. K. (2019). Customer Satisfaction towards ATM Services: A Case of Vietcombank Vinh Long, Vietnam. The Journal of Asian Finance, Economics and Business, 6(1), 141–148. https://doi.org/10.13106/jafeb.2019.vol6.no1.141
Grönroos, C. (1990). Service Management and Marketing: Managing the Moments of Truth in Service Competition. Lexington Books.
Hafia, N., Kosim, A. M., & Devi, A. (2019). Peran financial technology pada pembiayaan peer to peer syariah terhadap pertumbuhan usaha kecil: pendekatan analytic network process. Kasaba: Jurnal Ekonomi Islam, 12(2), 67-80.
Hamidi, H., & Safareeyeh, M. (2019). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics, 38, 166–181. https://doi.org/10.1016/j.tele.2018.09.008
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3), 215824401879063. https://doi.org/10.1177/2158244018790633
Hawkins, D. I., Best, R. J., & Coney, K. A. (1997). Consumer Behaviour: Building Marketing Strategy (7th ed.). McGraw-Hill.
Hosen, M. N., Lathifah, F., & Jie, F. (2021). Perception and expectation of customers in Islamic bank perspective. Journal of Islamic Marketing, 12(1), 1–19. https://doi.org/10.1108/JIMA-12-2018-0235
Hossain, M. A., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership. Sustainability, 13(13), 7404. https://doi.org/10.3390/su13137404
Hult, G. T. M., Sharma, P. N., Morgeson, F. V., & Zhang, Y. (2019). Antecedents and Consequences of Customer Satisfaction: Do They Differ Across Online and Offline Purchases? Journal of Retailing, 95(1), 10–23. https://doi.org/10.1016/j.jretai.2018.10.003
Iberahim, H., Mohd Taufik, N. K., Mohd Adzmir, A. S., & Saharuddin, H. (2016). Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services. Procedia Economics and Finance, 37, 13–20. https://doi.org/10.1016/S2212-5671(16)30086-7
ICD_PS, & Refinitiv. (2022). Islamic Finance Development Report 2022: Embracing Change. https://icd-ps.org/uploads/files/ICD Refinitiv ifdi-report-20221669878247_1582.pdf
Iglesias, O., Markovic, S., & Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business Research, 96, 343–354. https://doi.org/10.1016/j.jbusres.2018.05.043
Indrayani, I., Wibisono, C., Aritra, S., & Muda, I. (2019). Customer Satisfaction as Intervening Between Use Automatic Teller Machine (ATM), Internet Banking and Quality of Loyalty (Case in Indonesia). International Journal of Financial Research, 10(6), 54. https://doi.org/10.5430/ijfr.v10n6p54
Isaac, S., & Michael, W. B. (1995). Handbook in research and evaluation: A collection of principles, methods, and strategies useful in the planning, design, and evaluation of studies in education and the behavioral sciences (3rd ed.). EdITS Publishers.
Jan, M. T., & Shafiq, A. (2021). Islamic banks’ brand personality and customer satisfaction: an empirical investigation through SEM. Journal of Islamic Accounting and Business Research, 12(4), 488–508. https://doi.org/10.1108/JIABR-05-2020-0149
Kamarudin, A. A., & Kassim, S. (2020). An analysis of customer satisfaction on employee professionalism: a comparison between Islamic and conventional banks in Malaysia. Journal of Islamic Marketing, 12(9), 1854–1871. https://doi.org/10.1108/JIMA-03-2020-0063
Kamboj, S., Sharma, M., & Sarmah, B. (2022). Impact of mobile banking failure on bank customers’ usage behaviour: the mediating role of user satisfaction. International Journal of Bank Marketing, 40(1), 128–153. https://doi.org/10.1108/IJBM-10-2020-0534
Khan, M. Z. A., & Khan, S. (2012). Internet versus mobile banking: A study of Peshawar city (Pakistan). Journal of Internet Banking and Commerce, 17(3), 1–13. https://www.icommercecentral.com/open-access/internet-versus-mobile-banking-a-study-of-peshawar-city-pakistan.php?aid=38124
Khatoon, S., Zhengliang, X., & Hussain, H. (2020). The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector. SAGE Open, 10(2), 1–12. https://doi.org/10.1177/2158244020935887
Laxmi, K. V., Kumar, P. V., & Narayana, M. S. (2019). An Empirical Evaluation on Customer Satisfaction in Retail Banking Services of Sbi Bank in Hyderabad District. International Journal of Innovative Technology and Exploring Engineering, 8(10), 925–931. https://doi.org/10.35940/ijitee.J9083.0881019
Lewis, R. C., & Booms, B. H. (1983). The Marketing Aspects of Service Quality. In L. Berry, G. Shostack, & G. Upah (Eds.), Emerging Perspectives on Services Marketing (pp. 99–107). American Marketing.
MacInnis, D. J., & de Mello, G. E. (2005). The Concept of Hope and its Relevance to Product Evaluation and Choice. Journal of Marketing, 69(1), 1–14. https://doi.org/10.1509/jmkg.69.1.1.55513
Martins, C., Oliveira, T., & Popovič, A. (2014). Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application. International Journal of Information Management, 34(1), 1–13. https://doi.org/10.1016/j.ijinfomgt.2013.06.002
Masrek, M. N., Halim, M. S. A., Khan, A., & Ramli, I. (2018). The Impact of Perceived Credibility and Perceived Quality on Trust and Satisfaction in Mobile Banking Context. Asian Economic and Financial Review, 8(7), 1013–1025. https://doi.org/10.18488/journal.aefr.2018.87.1013.1025
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. International Journal of Bank Marketing, 36(1), 68–88. https://doi.org/10.1108/IJBM-08-2016-0118
Nasri, W. (2011). Factors Influencing the Adoption of Internet Banking in Tunisia. International Journal of Business and Management, 6(8), 143–160. https://doi.org/10.5539/ijbm.v6n8p143
Nazeri, A., Soofifard, R., Ebrahimi, M., & Babayof, L. (2019). The effect of the internet banking service quality on customer satisfaction (case study: Refah bank in Tehran). International Journal of Services and Operations Management, 34(1), 65–80. https://doi.org/10.1504/IJSOM.2019.102032
Nguyen, M. P., & Phan, A. (2022). Customer’s Satisfaction About Mobile Banking Distribution Channel in Vietnamese Commercial Banks. Journal of Distribution Science, 20(8), 69–79. https://doi.org/10.15722/jds.20.08.202208.69
Omar, A., Sultan, N., Zaman, K., Bibi, N., Wajid, A., & Khan, K. (2011). Customer Perception Towards Online Banking Services: Empirical Evidence from Pakistan. Journal of Internet Banking and Commerce, 16(2), 1–24. https://ssrn.com/abstract=2035807
Omofowa, M. S., Omofowa, S., Nwachukwu, C., & Le, V. (2021). E-Banking Service Quality and Customer Satisfaction: Evidence from Deposit Money Bank in South-South Nigeria. Webology, 18(Special Issue 04), 288–302. https://doi.org/10.14704/WEB/V18SI04/WEB18129
Othman, A., & Owen, L. (2001). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study In Kuwait Finance House. International Journal of Islamic Financial Services, 3(1), 1–26. https://www.academia.edu/download/30469924/10.1.1.201.1893.pdf
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12.
Polatoglu, V. N., & Ekin, S. (2001). An empirical investigation of the Turkish consumers’ acceptance of Internet banking services. International Journal of Bank Marketing, 19(4), 156–165. https://doi.org/10.1108/02652320110392527
Qomariah, N., Pangestu, M. K. M., Herlambang, T., & Martini, N. N. P. (2021). The Role of Promotion and Service Quality in Increasing Consumer Satisfaction and Loyalty in Pawnshops. Journal of Economics, Finance And Management Studies, 04(10), 1948–1960. https://doi.org/10.47191/jefms/v4-i10-17
Rahaman, M. A., Ali, M. J., Kejing, Z., Taru, R. D., & Mamoon, Z. R. (2020). Investigating the Effect of Service Quality on Bank Customers’ Satisfaction in Bangladesh. The Journal of Asian Finance, Economics and Business, 7(10), 823–829. https://doi.org/10.13106/jafeb.2020.vol7.n10.823
Rahman, M. K., Hoque, M. N., Yusuf, S. N. S., Yusoff, M. N. H. Bin, & Begum, F. (2023). Do customers’ perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh. PLOS ONE, 18(1), e0280108. https://doi.org/10.1371/journal.pone.0280108
Rather, R. A., Tehseen, S., Itoo, M. H., & Parrey, S. H. (2019). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector. Journal of Global Scholars of Marketing Science, 29(2), 196–217. https://doi.org/10.1080/21639159.2019.1577694
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), 1–14. https://doi.org/10.1016/j.heliyon.2019.e02690
Safi, L., Abbey, B., Goucha, N. B. S., Serhan, O. Al, & Gleason, K. (2020). Knowledge of Islamic banking and bank customer satisfaction in Afghanistan: an exploratory analysis. International Journal of Business Performance Management, 21(1/2), 21. https://doi.org/10.1504/IJBPM.2020.106104
Schepers, J., & Nijssen, E. J. (2018). Brand advocacy in the frontline: how does it affect customer satisfaction? Journal of Service Management, 29(2), 230–252. https://doi.org/10.1108/JOSM-07-2017-0165
Shankar, A., Datta, B., & Jebarajakirthy, C. (2019). Are the Generic Scales Enough to Measure Service Quality of Mobile Banking? A Comparative Analysis of Generic Service Quality Measurement Scales to Mobile Banking Context. Services Marketing Quarterly, 40(3), 224–244. https://doi.org/10.1080/15332969.2019.1630176
Shin, J. W. (2022). Comparison of Customers’ Satisfaction and Loyalty between Digital Bank and Traditional Bank: Empirical Evidence from South Korea. Journal of System and Management Sciences, 12(6), 204–219. http://www.aasmr.org/jsms/Vol12/JSMS DEC 2022/Vol.12.No.06.13.pdf
Sohail, K., & Nabaz, N. A. (2019). The Effect Of Atm Service Quality On Customer’s Satisfaction And Loyalty: An Empirical Analysis. Russian Journal of Agricultural and Socio-Economic Sciences, 89(5), 227–235. https://doi.org/10.18551/rjoas.2019-05.28
Solomon, M. R. (1996). Consumer Behavior (2nd ed.). Allyn and Bacon.
Spajic, D. J. (2023). Mobile Banking Statistics That Show Wallets Are a Thing of the Past. Dataprot.Net. https://dataprot.net/statistics/mobile-banking-statistics/
Statista. (2021). Number of ATMs globally from 2009 to 2021. Statista.Com. https://www.statista.com/statistics/741708/number-of-atms-worldwide/
Statista. (2023). Number of active online banking users worldwide in 2020 with forecasts from 2021 to 2024, by region. Statista.Com. https://www.statista.com/statistics/1228757/online-banking-users-worldwide/
Supra, E., & Hendarsyah, D. (2022). Determinan Kepuasan Nasabah Pada Bank Syariah Indonesia. El-Jizya: Jurnal Ekonomi Islam, 10(1), 33–50. https://doi.org/10.24090/ej.v10i1.6235
Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1), 1–17. https://doi.org/10.1080/23311975.2021.1937847
Sweeney, J. C., Danaher, T. S., & McColl-Kennedy, J. R. (2015). Customer Effort in Value Cocreation Activities. Journal of Service Research, 18(3), 318–335. https://doi.org/10.1177/1094670515572128
Tabash, M. I., Albugami, M. A., Salim, M., & Akhtar, A. (2019). Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia. The Journal of Asian Finance, Economics and Business, 6(3), 225–234. https://doi.org/10.13106/jafeb.2019.vol6.no3.225
Taghavipour, M., & Fallahi, K. (2016). Impact of internet banking services on customer satisfaction: A case study of bank Refah’s customers, northern branches of Tehran. Journal of Global Pharma Technology, 8(12), 402–412.
Tahtamouni, A. (2022). E-banking services and the satisfaction of customers in the Jordanian banks. Journal of Science and Technology Policy Management. https://doi.org/10.1108/JSTPM-06-2021-0082
Usman, H., Tjiptoherijanto, P., Balqiah, T. E., & Agung, I. G. N. (2017). The role of religious norms, trust, importance of attributes and information sources in the relationship between religiosity and selection of the Islamic bank. Journal of Islamic Marketing, 8(2), 158–186. https://doi.org/10.1108/JIMA-01-2015-0004
Vetrivel, S., Rajini, J., & Krishnamoorthy, V. (2020). Influence of internet banking service quality on customer satisfaction - An Indian experience. Journal of Critical Reviews, 7(2), 546–551. https://doi.org/10.31838/jcr.07.02.102
Wahyoedi, S., Sudiro, A., Sunaryo, S., & Sudjatno, S. (2021). The effect of religiosity and service quality on customer loyalty of Islamic banks mediated by customer trust and satisfaction. Management Science Letters, 11(1), 187–194. https://doi.org/10.5267/j.msl.2020.8.016
Woodruff, A. D. (1949). The Concept-Value Theory of Human Behavior. The Journal of General Psychology, 40(2), 141–154. https://doi.org/10.1080/00221309.1949.9918248
Yusfiarto, R. (2021). The relationship between m-banking service quality and loyalty: evidence in Indonesian Islamic Banking. Asian Journal of Islamic Management (AJIM), 3(1), 23–33. https://doi.org/10.20885/ajim.vol3.iss1.art3
Yusof, Y. L. M., & Jusoh, W. J. W. (2014). Islamic Branding: The Understanding and Perception. Procedia - Social and Behavioral Sciences, 130, 179–185. https://doi.org/10.1016/j.sbspro.2014.04.022
Zouari, G., & Abdelhedi, M. (2021). Customer satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1), 9–18. https://doi.org/10.1186/s13731-021-00151-x
DOI: https://doi.org/10.32507/ajei.v1i2.3014
Refbacks
- There are currently no refbacks.
Copyright (c) 2024 Al-Infaq: Jurnal Ekonomi Islam
Indexed by:
.png)
© Copyright CC BY-SA Al-Infaq: Jurnal Ekonomi Islam, p-ISSN: 2087-2178, e-ISSN: 2579-6453 |
