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

Bayu Arie Fianto* -  Faculty of Economic and Business, Universitas Airlangga, Surabaya, Indonesia, Indonesia
Charissa Kezia Rahmawati -  Faculty of Economic and Business, Universitas Airlangga, Surabaya, Indonesia, Indonesia
Indri Supriani -  Faculty of Economic and Business, Universitas Airlangga, Surabaya, Indonesia, Indonesia

Purpose – This study investigates the influential factors of mobile banking service quality dimension (enjoyment, security, ease, design, and application system) of Indonesian Islamic banks toward customer satisfaction.

Methodology – This study uses 100 respondents who are Islamic mobile banking users in Indonesia and applies the Partial Least Square for Structural Equation Modeling (PLS-SEM) approach.

Findings – This study reveals that the enjoyment, security, design, and application system of Islamic mobile banks significantly impact customer satisfaction. This study suggests that Islamic banks should pay more attention to increasing their mobile banking application systems, which is the most crucial factor influencing customer satisfaction.

Research limitations – This study is limited to the sample of five top Islamic banks’ customers in Indonesia with 100 respondents. Thus, the result of this study cannot be generalized to other countries.

Practical implications The findings offer valuable insights into Islamic banks about improving their mobile banking services’ quality to gain more satisfied customers, which benefited their financial and non-financial performances.

Originality – This study specifically involved users of Islamic mobile banking from five Islamic banks, received the Top Brand Award in 2019. Therefore, this study provides significant guidelines for the rest of the Islamic banks in Indonesia to improve their customer satisfaction using mobile banking by referring to the Top 5 Brand Award.

Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM

Jurnal Ekonomi dan Keuangan Islam | Journal of Islamic Economics and Finance (JEKI)

P-ISSN 2088-9968; E-ISSN 2614-6908

Published by:
Pusat Pengkajian dan Pengembangan Ekonomi Islam - P3EI
(Center for Islamic Economics Studies and Development)
Faculty of Business & Economics, Universitas Islam Indonesia, Yogyakarta, Indonesia


Creative Commons License
JEKI by http://journal.uii.ac.id/index.php/JEKI/ is under licensed by Creative Commons Attribution 4.0 International License.