Does The Banking Information System Affect Customer Satisfaction and Loyalty?

Saibil, Defi Insani

doi:10.14421/ekbis.2020.4.1.1244

Cited by 9 publications

(6 citation statements)

References 26 publications

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“…Meanwhile, WebQual TM could indicate whether the ease-ofuse problem arises from problems with ease of understanding or intuitive operations. Previous studies have also indicated that higher quality of internet banking services contributes to an increase in the loyalty of Islamic banking customers (Amin, 2016;Saibil, 2020;Sathiyavany & Shivany, 2018). Thus, it is hypothesized that:…”

Section: E-banking Sevice Quality Effect On Customer Loyaltymentioning

confidence: 98%

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

Saibil

2023

IQTISHADIA

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The main objective of this study is to analyze the relationship between the quality of e-banking services and customer loyalty through e-satisfaction. It also aims to consider the role of self-efficacy as moderation from the perspective of internet banking and mobile banking in Islamic banking. This study employs WebQual TM and E-S-Qual as a measurement scale for e-banking service quality. In addition, the study also utilizes the moderated mediation approach to verifying the variables that influence customer loyalty in the context of Islamic banking e-platforms. Empirically, the findings show that self-efficacy, when operating as a moderator, has a considerable impact on the nexus between e-banking service quality and customer loyalty via e-satisfaction. This study also provides several theoretical contributions to the existing literature that underline the insight into loyalty, e-banking service quality, and customer psychological characteristics.

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Section: E-banking Sevice Quality Effect On Customer Loyaltymentioning

confidence: 98%

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

Saibil

2023

IQTISHADIA

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“…Recent works regarded consumer loyalty as the ultimate goal because loyal consumers yield many benefits to a firm (Kim and Kim, 2018; Yang et al , 2013). Several studies have defined the loyalty and demonstrated the effects of antecedents on it in various contexts (Chen et al , 2014; Luarn and Lin, 2003; Mohammadi, 2015b; Saibil, 2020). The key determinants of loyalty include trust, satisfaction, emotion, perceived value and service quality (Kim, 2019; Kim and Kim, 2018; Kim et al , 2009; Ofosu-Boateng and Acquaye, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

“…In the information system (IS) and marketing domains, several researches have investigated the key antecedents that influence loyalty in various contexts (Chen et al , 2014; Gruen et al , 2006; Luarn and Lin, 2003; Russell-Bennett et al , 2007; Saibil, 2020). Satisfaction is widely regarded as an imperative predictor of loyalty (Aktepe et al , 2015; Chen et al , 2014; Gallarza et al , 2016; Ofosu-Boateng and Acquaye, 2020; Wang et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

Examining the key factors influencing loyalty and satisfaction toward the smart factory

2022

JBIM

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Purpose The purpose of this study is to investigate the roles of perceived usefulness, top management support and information technology (IT) infrastructure in developing user satisfaction and loyalty in the context of smart factory. Design/methodology/approach This study gathered the data through a survey of 161 smart factory workers in South Korea. A partial least squares analysis was used to test the measurement and structural models. Findings The results show that perceived usefulness positively influences satisfaction. In addition, IT infrastructure significantly affects both satisfaction and loyalty. Finally, system quality has a positive impact on perceived usefulness. Research limitations/implications IT infrastructure facilitates the level of satisfaction and loyalty. System quality enhances the satisfaction via perceived usefulness. Researchers need to examine the nature of IT infrastructure and system quality that will foster satisfaction and loyalty. Future studies can examine the segmented constructs of IT infrastructure to understand the role of IT infrastructure more comprehensively. Practical implications Firms should invest more in IT infrastructure and pay attention to elevate the level of system quality of smart factory. This research provides managers with guidance concerning how IT infrastructure of firms and system quality of smart factory have positive effects on satisfaction and loyalty. Originality/value This study contributes to the extant literature on information system (IS), project management, organizational innovation and industrial marketing. This research incorporated system factors, top management support and IT infrastructure to understand satisfaction and loyalty of IS users in the context of smart factory. The findings offer a useful view for integrating insights from different research streams.

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“…Customer loyalty is an essential requirement for all companies, especially service-oriented industries such as banking. Good relationships with customers may act as an accurate indicator of a company's success (Saibil, 2020).…”

Section: Introductionmentioning

confidence: 99%

Assessing the Effect of Online Banking Service Quality on Customer Loyalty in Malaysian Banking Industry: The Mediating Role of Customer Satisfaction

Noormajidah Nordin,

Selvan Perumal,

Maria Abdul Rahman

2024

epra

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Technological improvements have greatly transformed the modern banking business, specifically through the substantial expansion of online banking. Online banking represents an innovative information system consuming the creative resources of the Internet to facilitate access for bank customers to an increasing array of financial services. Understanding the importance of high-quality online banking services in promoting customer loyalty is necessary for remaining competitive and establishing success in this rapidly changing and competitive industry. In response to this fundamental change, the banking industry has used digital methods to improve the way services are provided and to increase customer satisfaction and loyalty. This paper aimed to evaluate the effect of online banking service quality on customer loyalty in the Malaysian context. A survey is conducted for this purpose and a sample of 268 respondents is chosen which includes males and females. A self-administered questionnaire is used for data collection. The study found significant factors affecting the adoption of online banking, involving convenience, website quality, privacy, and security. This study provides important advertising understanding for banking professionals involved in the development and implementation of online banking products. Furthermore, the study has ramifications for policymakers seeking ways to encourage an online environment by highlighting key issues that require careful attention. KEYWORDS: Banking Industry in Malaysia, Loyalty, Online Banking Service Quality, Customer Satisfaction.

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Does The Banking Information System Affect Customer Satisfaction and Loyalty?

Cited by 9 publications

References 26 publications

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

Investigating E-Banking Service Quality in Islamic Banking: A Moderated Mediation Approach

Examining the key factors influencing loyalty and satisfaction toward the smart factory

Assessing the Effect of Online Banking Service Quality on Customer Loyalty in Malaysian Banking Industry: The Mediating Role of Customer Satisfaction

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