What question did this study set out to answer?

Analyze the relationship between e-banking service quality and customer loyalty mediated by e-satisfaction, and examine the moderating influence of customer self-efficacy in Islamic banking.

June 24, 2023IQTISHADIA Jurnal Kajian Ekonomi dan Bisnis IslamOpen Access

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

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Authors

DSDefi Insani Saibil

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Implication

Empirical analysis demonstrates that self-efficacy moderates the impact of e-banking quality on customer loyalty via satisfaction in Islamic banking, indicating the role of user confidence.

Key Points

Analyze the relationship between e-banking service quality and customer loyalty mediated by e-satisfaction, and examine the moderating influence of customer self-efficacy in Islamic banking.
Measured e-banking service quality across mobile and internet banking platforms using the WebQual and E-S-Qual measurement scales.
Applied a moderated mediation analysis to evaluate the direct, indirect, and moderated relationships between service quality, e-satisfaction, customer self-efficacy, and loyalty.
E-banking service quality demonstrated a positive indirect relationship with customer loyalty through the mediating mechanism of e-satisfaction.
Customer self-efficacy significantly moderated the indirect pathway connecting e-banking service quality to customer loyalty via e-satisfaction.

Cite This Study

Defi Insani Saibil (2023) studied this question.

synapsesocial.com/papers/6a1ec1d6544bdf605faf3e96 https://doi.org/10.21043/iqtishadia.v16i1.16542

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Implication

Empirical analysis demonstrates that self-efficacy moderates the impact of e-banking quality on customer loyalty via satisfaction in Islamic banking, indicating the role of user confidence.

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

Discussion

Member takes

Implication

Key Points

Cite This Study

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

Discussion

Member takes

Implication

Key Points

Cite This Study

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