The effect of e-service quality on e-loyalty of Islamic banking customers: does e-satisfaction act as mediator?

Rezeki, M. Rafi and Abd Majid, M. Shabri and Kassim, Salina (2023) The effect of e-service quality on e-loyalty of Islamic banking customers: does e-satisfaction act as mediator? Jurnal Ekonomi & Keuangan Islam, 9 (2). pp. 228-245. E-ISSN 2614-6908

PDF (Article) - Published Version Restricted to Repository staff only Download (549kB) | Request a copy

Abstract

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia. Methodology – This study gathered the primary data by distributing questionnaires to a number of 200 BSI customers that were selected as the respondents of the study using a purposive sampling technique. A Structural Equation Modelling (SEM) technique is used to test the four proposed hypotheses. Findings – The study recorded that e-service quality has positively affected the e-satisfaction and e-loyalty of the BSI customers, respectively. Esatisfaction enjoyed by banking customers has enhanced their e-loyalty. In addition, the study documented that e-satisfaction has a partial mediating effect on the relationship between e-service quality and the BSI customers’ e-loyalty. Implications – The findings of the study suggest that to promote the customers’ e-loyalty, the BSI management should focus on improving customers’ e-satisfaction by strengthening e-service quality. Originality – This study explored the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty, focusing on the users of e-banking facilities of the largest Islamic banking institution in Indonesia. Therefore, this study provides significant guidelines for the Islamic banks in maintaining and enhancing e-loyalty of customers through improving their customer satisfaction by providing a high quality of services digitally nationwide.

Item Type:	Article (Journal)
Uncontrolled Keywords:	E-loyalty, digital banking, eservice quality, e-satisfaction, Islamic banks
Subjects:	H Social Sciences > HG Finance H Social Sciences > HG Finance > HG3368 Islamic Banking and Finance T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Institute of Islamic Banking & Finance (IIiBF)
Depositing User:	Prof. Dr. Salina Kassim
Date Deposited:	18 Jan 2024 08:59
Last Modified:	18 Jan 2024 09:02
URI:	http://irep.iium.edu.my/id/eprint/110232

Actions (login required)

View Item