The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator?
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 num...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Center for Islamic Economics Studies and Development
2023-07-01
|
| Series: | Jurnal Ekonomi dan Keuangan Islam |
| Subjects: | |
| Online Access: | https://journal.uii.ac.id/JEKI/article/view/27277 |
| _version_ | 1797773309596663808 |
|---|---|
| author | M. Rafi Rezeki M. Shabri Abd. Majid Salina H. Kassim |
| author_facet | M. Rafi Rezeki M. Shabri Abd. Majid Salina H. Kassim |
| author_sort | M. Rafi Rezeki |
| collection | DOAJ |
| description |
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. E-satisfaction 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.
|
| first_indexed | 2024-03-12T22:04:34Z |
| format | Article |
| id | doaj.art-dbd518ea35a543f49ea53a0393ba9768 |
| institution | Directory Open Access Journal |
| issn | 2088-9968 2614-6908 |
| language | English |
| last_indexed | 2024-03-12T22:04:34Z |
| publishDate | 2023-07-01 |
| publisher | Center for Islamic Economics Studies and Development |
| record_format | Article |
| series | Jurnal Ekonomi dan Keuangan Islam |
| spelling | doaj.art-dbd518ea35a543f49ea53a0393ba97682023-07-25T00:35:02ZengCenter for Islamic Economics Studies and DevelopmentJurnal Ekonomi dan Keuangan Islam2088-99682614-69082023-07-0192The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator?M. Rafi Rezeki0M. Shabri Abd. Majid1Salina H. Kassim2Department of Islamic Economics, Faculty of Economics and Business, Universitas Syiah Kuala, Banda Aceh, IndonesiaDepartment of Islamic Economics, Faculty of Economics and Business, Universitas Syiah Kuala, Banda Aceh, IndonesiaInstitute of Islamic Banking and Finance, International Islamic University Malaysia, Selangor, Malaysia 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. E-satisfaction 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. https://journal.uii.ac.id/JEKI/article/view/27277E-loyaltyDigital bankingE-service qualityE-satisfactionIslamic bank |
| spellingShingle | M. Rafi Rezeki M. Shabri Abd. Majid Salina H. Kassim The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? Jurnal Ekonomi dan Keuangan Islam E-loyalty Digital banking E-service quality E-satisfaction Islamic bank |
| title | The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? |
| title_full | The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? |
| title_fullStr | The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? |
| title_full_unstemmed | The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? |
| title_short | The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator? |
| title_sort | effect of e service quality on e loyalty of islamic banking customers does e satisfaction act as mediator |
| topic | E-loyalty Digital banking E-service quality E-satisfaction Islamic bank |
| url | https://journal.uii.ac.id/JEKI/article/view/27277 |
| work_keys_str_mv | AT mrafirezeki theeffectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator AT mshabriabdmajid theeffectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator AT salinahkassim theeffectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator AT mrafirezeki effectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator AT mshabriabdmajid effectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator AT salinahkassim effectofeservicequalityoneloyaltyofislamicbankingcustomersdoesesatisfactionactasmediator |