Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks

Making customers adopt mobile banking is a great challenge for banks, and especially for Islamic banks. This study investigates the factors that could predict the customers' use intention of the mobile banking services of Islamic banks by applying the conceptual model of UTAUT2. The model was further extended with gamification, as a promising tool to ease the adoption, while discussing the moderating effect of age and gender for all variables. The applied questionnaire to collect data has resulted in 205 respondents. The findings implied that facilitating conditions, habit, price value, and performance expectancy are effective variables in Islamic banking customers' behavioral intention to use m-banking. Gamification has a positive effect only when customers are younger than 30. It is further discovered that only the customers 30 and older had performance expectancy. Regarding gender differences, the only finding is the men's greater interest in the price value.

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What keeps Islamic mobile banking customers loyal?

Journal of Islamic Marketing ◽

10.1108/jima-08-2017-0090 ◽

2019 ◽

Vol 10 (2) ◽

pp. 525-542 ◽

Cited By ~ 2

Author(s):

Mohamed Asmy Bin Mohd Thas Thaker ◽

Md Fouad Bin Amin ◽

Hassanudin Bin Mohd Thas Thaker ◽

Anwar Bin Allah Pitchay

Keyword(s):

Customer Satisfaction ◽

Customer Service ◽

Mediating Effect ◽

Primary Data ◽

Islamic Banking ◽

Intention To Use ◽

Mobile Banking ◽

Continuance Intention ◽

Banking Services ◽

Content Type

Purpose This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

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FACTORS AFFECTING CUSTOMER SATISFACTION AND RECOMMENDATION OF MOBILE BANKING SERVICES IN MOROCCO

European Journal of Management and Marketing Studies ◽

10.46827/ejmms.v6i3.1131 ◽

2021 ◽

Vol 6 (3) ◽

Author(s):

Samir Boujaddaine ◽

Ahmed Taqi

Keyword(s):

Customer Satisfaction ◽

Banking Sector ◽

Mobile Banking ◽

Banking Services ◽

Factors Affecting ◽

Satisfaction Index ◽

Index Model ◽

American Customer Satisfaction Index ◽

Indirect Relationship ◽

The Relationship

This paper is an application of a variation of American Customer Satisfaction index model in the context of Moroccan banking sector. We specifically chose mobile banking and added a variable that is the service recommendation factor, the results of our work have proved that the hypotheses proposed by our model are validated except the relationship between the perceived quality and customer satisfaction and which can be explained by the indirect relationship through the perceived value. JEL: M31, Z33 Article visualizations:<img src="/-counters-/edu_01/0852/a.php" alt="Hit counter" />

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Mobile banking adoption in Islamic banks

Journal of Islamic Marketing ◽

10.1108/jima-05-2019-0096 ◽

2019 ◽

Vol 11 (6) ◽

pp. 1405-1418

Author(s):

Dwi Suhartanto ◽

David Dean ◽

Tuan Ahmad Tuan Ismail ◽

Ratna Sundari

Keyword(s):

Islamic Law ◽

Ease Of Use ◽

Partial Least Square ◽

Perceived Usefulness ◽

Mobile Banking ◽

Islamic Banks ◽

Perceived Ease Of Use ◽

Banking Services ◽

Content Type ◽

Islamic Bank

Purpose This paper aims to examine mobile banking adoption in Islamic banks by integrating technology adoption model (TAM) and Religiosity-Behavioural Intention Model. Design/methodology/approach This study uses a sample of 300 mobile banking customers of Islamic banks from West Java Province, Indonesia. Partial least square was applied to assess the association between perceived usefulness, perceived ease-of-use, religiosity, satisfaction, and adoption. Findings The results of this study disclosed that the integration of TAM and Religiosity-Intention model provides a more complete explanation of Islamic bank consumers’ adoption of mobile banking. Besides perceived usefulness and perceived ease-of-use, the results of this study emphasise the importance of religiosity in mobile banking adoption. Practical implications This study offers an opportunity for Islamic bank managers to increase the adoption of their mobile banking services. To increase the adoption of mobile banking services, Islamic banks must not only provide an application that is useful and easy to use but also consider the customer’s religiosity. All of their mobile banking marketing strategies should focus on providing high-quality mobile service while ensuring the bank’s operations are compliant with the Islamic law. Originality/value This study is the first attempt to integrate TAM and Religiosity-Intention Model to assess mobile banking adoption.

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Klasifikasi Atribut Pelayanan Mobile Banking dengan Kano Model Berdasarkan Dimensi E-Servqual

Jurnal Sistem dan Manajemen Industri ◽

10.30656/jsmi.v2i2.696 ◽

2018 ◽

Vol 2 (2) ◽

pp. 77

Author(s):

Imam Safi'i

Keyword(s):

Customer Satisfaction ◽

Mobile Banking ◽

Kano Model ◽

Banking Services ◽

One Dimensional ◽

Model Method ◽

Dimensional Classification ◽

Fast Application

This study aims to determine the classification of mobile banking services that improve customer satisfaction based on the dimensions of E-Servqual using the Kano Model method. The classification is needed so that the banks were able to make improvements and innovations in the performance of the quality of their mobile banking services. From the results of data processing using Kano, it is known that the service attributes that need to be improved are the m-banking facility, which features a cash withdrawal service via ATM. This will have a major impact on customer satisfaction because these attributes have the highest satisfaction coefficient value of 0.67 in one-dimensional classification. Furthermore, service attributes that need to be improved and innovated are m-banking has a fast application reactivation service with a satisfaction coefficient of 0.61 in the attractive classification

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Millennial loyalty towards artificial intelligence-enabled mobile banking. Evidence from Indonesian Islamic banks

Journal of Islamic Marketing ◽

10.1108/jima-12-2020-0380 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Dwi Suhartanto ◽

Moch Edman Syarief ◽

Ade Chandra Nugraha ◽

Tintin Suhaeni ◽

Ambia Masthura ◽

...

Keyword(s):

Artificial Intelligence ◽

Service Quality ◽

Islamic Law ◽

Partial Least Square ◽

Least Square ◽

Relative Advantage ◽

Mobile Banking ◽

Islamic Banks ◽

Banking Services ◽

Content Type

Purpose This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least square (PLS) was used to evaluate the effect of service factors (the need for service and service quality), technology-based factors (attitudes towards AI, relative advantage, security and trust) and religiosity on millennial loyalty towards AI-enabled mobile banking. Findings This inquiry reveals that service quality, attitude towards AI and trust are determinants important for millennial loyalty towards AI-enabled mobile banking. Further, this research notes the significant role of religiosity on millennial loyalty towards mobile banking services. Practical implications This study suggests Islamic banks focus on developing millennial trust and attitude towards AI to increase their loyalty towards AI-enabled mobile banking services. Further, Islamic banks operation that complies with Islamic law is strongly suggested to develop millennial loyalty. Originality/value To the best of the authors’ knowledge, this is the first study that tries to scrutinize loyalty towards AI-enabled mobile banking.

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Incorporating Attitude towards Islamic Banking in an integrated Service Quality, Satisfaction, Trust and Loyalty Model

International Journal of Accounting and Financial Reporting ◽

10.5296/ijafr.v4i2.6585 ◽

2014 ◽

Vol 1 (1) ◽

pp. 456 ◽

Cited By ~ 4

Author(s):

Muhammad Rizwan ◽

Ghulam Yaseen ◽

Ashraf Nawaz ◽

Lal Hussain

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Positive Impact ◽

Islamic Banking ◽

Consumer Attitude ◽

Islamic Banks ◽

Banking Services ◽

Perceived Service Quality ◽

Customer Trust

The Islamic banking is an emerging concept and has gained valuable acceptance not only in the Islamic countries but all over the world and has a visible growth. The purpose to conduct the current study is to empirically check the effect of consumer attitude towards Islamic banking on the customer’s perceived service quality regarding banking services and customer satisfaction with banking services. The proposed research model also investigate the relationships among variables like perceived service quality, customer satisfaction, customer trust and customer loyalty. A survey questionnaire was designed for data collection from the respondents that are the regular users of Islamic banks in Bahawalpur, Pakistan. The method used to collect data was convenience sampling in order to collect data from customers of 4 Islamic banks in Bahawalpur that are Meezan Bank, Bank Islami, Dubai Islamic Bank, and Bank Al-Baraka. Total 200 questionnaires were distributed out of which 163 were collected. Out of 163 collected questionnaires, 157 were in the usable form and used for the final analysis (Regression) using SPSS Ver.20. The results of the study show that attitude towards Islamic banking has a positive impact on the perceived service quality and customer satisfaction regarding the Islamic banking services. Moreover, the results also suggest that perceived service quality also influences customer satisfaction positively, customer satisfaction has positive impact on customer trust and customer loyalty. Furthermore, customer trust also influences customer loyalty positively. The current study enhances the understanding regarding the customer satisfaction, customer trust and customer loyalty and their determinants.

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Customer Satisfactions on Islamic Banking Services in Almadinah City, Saudi Arabia

Asian Journal of Economics Business and Accounting ◽

10.9734/ajeba/2019/v11i430136 ◽

2019 ◽

pp. 1-8 ◽

Cited By ~ 1

Author(s):

Wesal M. Aldarabseh

Keyword(s):

Saudi Arabia ◽

Customer Satisfaction ◽

Banking Sector ◽

Islamic Law ◽

Banking Industry ◽

Islamic Banking ◽

Islamic Banks ◽

Banking Services ◽

The Past ◽

Self Administered Questionnaire

Providing quality services is a key element to compete in the banking industry. Islamic banks showed significant expansion in the past decades worldwide. In the current study, customer satisfaction towards services provided by Islamic banks in Almadinah city, Saudi Arabia was investigated. A total of 292 customers of full-fledged Islamic banks were recruited in the study. Customer satisfaction was measured using a self-administered questionnaire. The results showed acceptable levels of customer satisfaction toward Islamic banking services (85%). In addition, personnel, image, reliability, and compliance with Islamic law were the most important service dimensions that affect customer satisfaction. Finally, gender differences were noticed with respect to customer satisfaction with females seemed to be less satisfied than males. The present findings provide positive feedback to the Islamic banking sector in Almadinah city to improve customer satisfaction of their services.

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Customer Satisfaction towards ATM Services: A Case Study of State Bank of India in Nadia District, West Bengal

MUDRA Journal of Finance and Accounting ◽

10.17492/mudra.v2i1.6445 ◽

2015 ◽

Vol 2 (1) ◽

Author(s):

Swapan Kumar Roy ◽

Suhas Roy

Keyword(s):

Customer Satisfaction ◽

Banking Sector ◽

Cash Transfer ◽

Mobile Banking ◽

Banking Services ◽

Call Centres ◽

Brick And Mortar ◽

Internet Telephone ◽

Alternative Delivery

The advancement in information technology in banking sector has resulted in innovation of alternative delivery channels. ATM, internet, telephone/mobile banking, call centres etc. are the main non-branch delivery channels. ATM is one of the alternative delivery channels that allows the customers to have banking services without being physically present in the brick-and-mortar branches. It is designed to perform the most important functions of bank. Banks have been installing ATMs to increase their reach. Customers using ATMs can easily withdraw cash, deposit cash, transfer funds from one account to another and engage in many such transactions. These services make the customers happy, content and satisfied. In this backdrop, this paper attempts to discuss about the ATM services in different forms provided by different banks; examine and analyse whether ATM services provided by the banks satisfy the customers; and provides suggestions to improve customer satisfaction.

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E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction

International Journal of Bank Marketing ◽

10.1108/ijbm-12-2014-0175 ◽

2016 ◽

Vol 34 (3) ◽

pp. 347-367 ◽

Cited By ~ 35

Author(s):

Charles k. Ayo ◽

Aderonke Atinuke Oni ◽

Oyerinde J. Adewoye ◽

Ibukun O. Eweoya

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Diffusion Of Innovation ◽

Services Quality ◽

Personal Characteristics ◽

Relevant Information ◽

Banking Services ◽

Content Type ◽

Factors Affecting ◽

Service Portfolio

Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0. Findings – The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality. Practical implications – This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking. Originality/value – This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.

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