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All Journal El Dinar Asia-Pacific Management and Business Application
abdillah, luthfi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences Other

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BUILDING A CUSTOMER BENEFIT MODEL DRIVEN BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY BASED ON DIGITAL EXPERIENCE Abdillah, Luthfi; Asnawi, Nur; Yuliana, Indah
EL DINAR: Jurnal Keuangan dan Perbankan Syariah Vol 12, No 1 (2024): El Dinar
Publisher : Faculty of Economics Universitas Islam Negeri Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18860/ed.v12i1.25431

Abstract

Intense competition in the banking industry drives Islamic banks to offer digital services, boosting their performance and competitiveness. Digitization requires evaluation to measure the expected level of success. This study aims to assess the success of digital banking services in Islamic banks, considering not only financial gains, but also Maqashid Shariah-based indicators. Using the information system success model theory approach, the research began with an evaluation of the dimensions of the digital Shariah bank experience. Subsequently, we examined their influence on customer loyalty and customer satisfaction, as well as the impact of customer loyalty and customer satisfaction on customer benefit, based on Maqashid Shariah. Using a quantitative approach with purposive sampling techniques, data were collected using a questionnaire. Responses from 443 respondents were analyzed using PLS-SEM. The study indicates that the success of digitization can be measured by customer satisfaction and loyalty, based on factors such as service quality, convenience, security, trust, innovation, value, and Sharia compliance, all aligned with Maqashid Shariah principles. Customer loyalty outweighs satisfaction with driving benefits. Hence, enhancing the digital Shariah bank experience is prioritized for successful Sharia digital banking, aiming at sustainable benefits.
Identification of The Dimensions of Bank 4.0 Experiential Quality Based on Millennial Customer Perceptions abdillah, luthfi; Hussein, Ananda Sabil; Ratnawati, Kusuma
APMBA (Asia Pacific Management and Business Application) Vol. 9 No. 1 (2020)
Publisher : Department of Management, Faculty of Economics and Business, Brawijaya University

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Abstract

The development of the Bank 4.0 industry that is reflected through increased experiential quality, which is started with the identification of the dimensions of Bank 4.0 experiential quality is getting popularity for millenial. This research attempt to discover the dimensions of Bank 4.0 experiential quality based on perceptions of millennial customers. Bu surveying 673 millenials and adjusted to the characters of Bank 4.0 and millennial generation this study aims to theoretical and empirically testing the hyotehesis by using SMPLS. Results revelaed that functional quality, convenience, innovations, trust, value, risk mitigation, and security have been empirically proven as dimensions of Bank 4.0 experiential quality based on millennial customer perception.This research was only conducted in the city of Malang, so that research with larger demographic and geographic data sets is needed in order to describe the perceptions of millennial customers more accurately. Further research can be developed with new dimensions that may emerge along with the development of Bank 4.0 in both commercial banks and fintech companies.
Co-Authors Ananda Sabil Hussein Indah Yuliana Kusuma Ratnawati Nur Asnawi