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All Journal An-Nisbah: Jurnal Ekonomi Syariah Sistemasi: Jurnal Sistem Informasi International Journal of Islamic Economics and Finance (IJIEF) CAKRAWALA Harmoni Jurnal Kesehatan Poltekkes Kemenkes RI Pangkalpinang Jurnal Penelitian Kebijakan Pendidikan PUBLIKASI PENELITIAN TERAPAN DAN KEBIJAKAN Cendekia Niaga JENTRE Education Enthusiast : Jurnal Pendidikan dan Keguruan Bestuurskunde: Journal of Governmental Studies Jurnal Penelitian Kebijakan Pendidikan JURNAL BAHARI PAPADAK Jurnal Akuntansi dan Keuangan Indonesia Abdimas Indonesian Journal Prosiding (SIAR) Seminar Ilmiah Arsitektur Jurnal Ilmiah Ners Indonesia Pangripta Jurnal Ilmiah Kajian Perencanaan Pembangunan Journal of Indonesian Medical Emergencies JIM: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah Jurnal Inovasi Daerah Journal of Financial, Business and Economics Journal of Religious Policy An-Nisbah: Jurnal Ekonomi Syariah
Alfarizi, Muhammad
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Journal : International Journal of Islamic Economics and Finance (IJIEF)

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Interaction of Customer Satisfaction and Digital Service Retention: Evidence of PLS from Indonesian Islamic Banking Alfarizi, Muhammad
International Journal of Islamic Economics and Finance (IJIEF) Vol 6, No 1 (2023): IJIEF Vol 6 (1), January 2023
Publisher : Universitas Muhammadiyah Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18196/ijief.v6i1.16824

Abstract

The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study, therefore, investigates the impact of Islamic banking digital service quality post-COVID-19 in Indonesia on customer satisfaction and retention. This study applied the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic commercial banks in Indonesia after the COVID-19 pandemic. This study also used an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 was utilized to search for hypothetical evidence. This study uncovered the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC customer satisfaction. In addition, among the significance of ISBC customer satisfaction on customer retention intention, there was a mediating effect of Islamic financial literacy. Islamic banks, consequently, must maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. Moreover, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.
Co-Authors Abdul Halim Hasugian Ahimsya, Ahmad Fahim Hilmy Alfarizi, Wahyu Nur Arifian, Rafialdo Ayubi, Aludin Al Dodik Hartono Dwi Andriani, Zulfi Zumala Dyah Widi Astuti Eka Agustina, Eka Handoko, Grido Hanum, Rastinia Kamila Isnawati, Iin Aini Jane, Antonia Felicia Kamila Hanum, Rastinia Khoiruni, Irma Rizqia Lantin Sulistyorini Lubaba, Tandday Maisur, Maisur Maulida, Ahmad Fikron Ngatindriatun Ngatindriatun Ngatindriatun Nur Hamim Peni Perdani Juliningrum, Peni Perdani Permatasari, Devita Primirti, Irmarawati Dia Putri Melinda, Putri Rini Kurnia Sari, Rini Kurnia Rizka Yunita Suhari Suhari Utari, Gita Wijaya, Lianna Yahyah, Yahyah