Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust

Abstract

PurposeThis study evaluates the integrative role of justice theory, religiosity, satisfaction and trust in influencing customer loyalty to Islamic mobile banking.Design/methodology/approachThis study surveyed 370 customers who used Islamic mobile banking. The authors employed SEM-PLS to estimate the proposed model and answer the hypotheses.FindingsEmpirical facts show that distributive justice, procedural justice and interactional justice can increase loyalty through the role of satisfaction. On the other hand, distributive justice, procedural justice and religiosity can predict loyalty through the role of trust.Practical implicationsThis study encourages Islamic mobile banking providers to improve the quality of benefit distribution, the application of procedures and interaction among all levels of users. In addition, religious education innovation is also important to increase customer activity in using Islamic mobile banking.Originality/valueUntil now, none of the studies have estimated the loyalty of Islamic mobile banking users based on the integrative roles of justice theory, religiosity, satisfaction and trust. It, therefore, highlights the originality of this study.

Influence of memorable tourism experience on attitude towards pilgrimage: a moderated-mediation model with memorable religious experience and religiosity

“…Therefore, to enhance tourists' experiences, people at sacred destinations must identify and customize services and goods to a variety of visitors (Boon et al, 2020). Previous studies have analyzed religiosity in the context of emotional attachment and customer loyalty (Muflih et al, 2024) and customer satisfaction (Ibrahim et al, 2024).…”

“…, 2020). Previous studies have analyzed religiosity in the context of emotional attachment and customer loyalty (Muflih et al. , 2024) and customer satisfaction (Ibrahim et al.…”