Customer satisfaction in the digital era: evidence from Islamic banking

Abstract

Purpose: Based upon an extended SERVQUAL model, this paper attempts to contribute to the Islamic banking literature by examining the impact of digitalization, as a service quality dimension, on customer satisfaction.Design/methodology/approach: Two dimensions, i.e. digitalization and compliance are added to the existing SERVQUAL model of five dimensions. Results are drawn from a self-completed survey of a convenience sample of 145 Tunisian Islamic bank customers for the year 2018. Factor analysis and regression analysis are used to determine factor structure and determine the impact of service quality dimensions, especially digitalization, on customer satisfaction in Islamic banking.Findings: The factor analysis extracted five dimensions of service quality, i.e. confidence, compliance, digitalization, tangibles, and human skills. The paper demonstrates a positive and significant relationship between the main dimensions of customer service quality and customer satisfaction, except for tangibles.Research limitations/implications: Although the outcomes lend support to the extended SERVQUAL model, the results are derived based on a relatively average sample size in one country (Tunisia). It might also be useful to enlarge the study sample for better generalization of the findings in other countries and include a comparison between Islamic versus conventional banking about service quality and customer satisfaction. Moreover, we can applicate another original method for Measuring and Implementing Service Quality like the multicriteria method dubbed (MUSA).Managerial implications: To remain competitive, Tunisian Islamic banks need to pay attention to the way the services are delivered and not take it for granted that customers are only focusing on compliance. Dealing henceforth with Generation Y customers, they must persevere in bringing their customer service into the digital era.Originality/value: This study is one of few which try to investigate the drivers of customer satisfaction for Islamic banks in a Digital Era. It reveals that although customers pay special attention to Sharia laws, the way services are delivered matters to them too. From now on, digital banking must appear among the Islamic bank features to stay relevant in the Digital Era.

The adoption of FinTech and the legal protection of the digital assets in Islamic/Sharia banking linked with economic development: A case of Indonesia

“…Simultaneously, it allows Islamic banks to use Islamic FinTech for profit and loss sharing contracts (Musyarakah), loan contracts (Gardh), lease or service contracts (Ijarah), and sale contracts (Bai). 66 Therefore, this Fatwa can be recorded as the basis for the Indonesian Islamic financial system. It also reflects the evidence to conduct Islamic digital transactions following Islamic principles and codes of conduct.…”

“…43 Besides, Islamic banks follow the guidelines provided by the holy Quran, Hadiths, and government regulations regarding all financial and nonfinancial transactions of the banking system. 44 Besides, the Islamic banking sector differs from the conventional banking system based on prohibiting interest (usury/Riba) for all financial transactions. 45 According to Islam, interest is prohibited in all transactions related to buying and selling.…”