Exploring the Impediments Faced by the Banking Customers to Adopt Islamic Banking Services in Pakistan

Abstract

Islamic banking facilitates Muslims to comply with their KAUJIE Classification: E33, N0, N6, V12 JEL Classification: D63, G21, G24, P46, Z12

E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM

“…Previous literature such as Raza et al (2020), Lodhi (2020), Wu and Chang (2013), Chen and Hitt (2002), and Kheng (2010) demonstrated that efficiency has a significant & positive impact on e-customer satisfaction. Similarly, Yaseen and Kamran (2019), Yen and Lu (2008), Garzaro et al (2020), Amin (2016), Singh and Kaur (2013), and Sakhaei et al (2014) exhibited that security & privacy has a significant and affirmative association with e-customer satisfaction. Previous studies also demonstrated an affirmative and significant association between fulfillment and e-customer satisfaction (Kumar & Mokha, 2021;Singh, 2019;Mahadin et al, 2020;Hammoud et al, 2018;Rajaobelina et al, 2019;Sheng & Leu, 2010;Ali & Raza, 2017;Ahmed et al, 2019;Chen, 2013).…”

“…Therefore, for e-customer satisfaction, modified & innovative improvements are required, and this research bridges the gap between e-customers satisfaction and ecustomer loyalty. Previous literature has shaped a substantial research work on e-customer satisfaction, which pointed out numerous elements, for instance, websites characteristics, technology, product characteristics, and shopping, are essential for e-customer satisfaction (Al Qaisi & Alrosan, 2020;Yaseen & Kamran, 2019;Azizah & Puspito, 2021).…”

“…E-S-QUAL model, esystem quality, information, and e-services quality have become significant elements to evaluate the electronic service quality of e-customers satisfaction and e-customer loyalty in online services industries (Rahmawati & Sentana, 2021;Chang et al, 2009;Vinayek & Jindal, 2011;Rodgers et al, 2005). The current research evaluates the Islamic ebanking services and how customers evaluate the Islamic ebanking services in an online environment (Al Qaisi & Alrosan, 2020;Yaseen & Kamran, 2019). The undertaken study employed modified E-S-QUAL system dimensions to examine the customer's satisfaction & customer's loyalty.…”

“…Additionally, the customers relate to e-Islamic banking due to compliance with Shariah laws, social influence, customer's needs, and operational cost (Sleimi et al, 2020;Ahmed et al, 2019;Raza et al, 2019). The preceding literature demonstrated that customers are shifted towards e-Islamic banking for numerous reasons, such as eservice quality, location, religious beliefs, financial benefits, and Shariah laws compliance (Yaseen & Kamran, 2019;Raza et al, 2015;Dusuki & Abdullah, 2007). According to Dusuki and Abdullah (2007) and Ahmed et al (2019), the crucial factors of e-Islamic banking are subjective norms, behavioural control, and attitude.…”

“…However, Amin et al (2014) opposed the conflict between conventional ebanking and Islamic e-banking and emphasized identifying Islamic e-banking services' factual antecedents. Flores et al (2020), Butt (2018), Parasuraman and Zeithaml (2002), Yaseen and Kamran (2019), and Devaraj et al (2002) have emphasized the significance and vibrant functions of service quality in different industries. Traditionally, the SERVQUAL model was used to measure customer satisfaction and perceived quality (Ahmed et al, 2017;Raza et al, 2015).…”