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All Journal E-Dimas: Jurnal Pengabdian kepada Masyarakat EKSPANSI Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Inovasi : Jurnal Ekonomi, Keuangan, dan Manajemen Jurnal Riset Akuntansi dan Keuangan JAE (Jurnal Akuntansi dan Ekonomi) Amwaluna Jurnal Ekonomi dan Keuangan Syariah Jurnal Maps (Manajemen Perbankan Syariah) EKONOMI, KEUANGAN, INVESTASI DAN SYARIAH (EKUITAS) Indonesian Journal of Economics and Management Industrial Research Workshop and National Seminar Indonesian Accounting Literacy Journal Journal of Applied Islamic Economics and Finance Journal of Islamic Economics and Business Jurnal Accounting Information System (AIMS) Jurnal Maps (Manajemen Perbankan Syariah) Amwaluna: Jurnal Ekonomi dan Keuangan Syariah
Tripuspitorini, Fifi Afiyanti
Jurusan Akuntansi, Politeknik Negeri Bandung
Religion Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Mechanical Engineering Social Sciences Other

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Journal : EKSPANSI

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DRIVERS OF CUSTOMER SATISFACTION IN ISLAMIC MOBILE BANKING: AN ANALYSIS OF SERVICE QUALITY, EASE OF USE, TRUST, AND ISLAMIC MARKETING ETHICS IN INDONESIA Tripuspitorini, Fifi Afiyanti; Rahmawati, Dina Alya; Ibtisamah, Rana
Ekspansi: Jurnal Ekonomi, Keuangan, Perbankan, dan Akuntansi Vol 17 No 1 (2025)
Publisher : Accounting Department, Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/ekspansi.v17i1.6791

Abstract

The rapid evolution of digital technology has transformed banking services, with Islamic banks leveraging mobile banking innovations to meet customer needs while adhering to sharia principles. This study investigates the influence of service quality, ease of use, trust, and Islamic marketing ethics on customer satisfaction among mobile banking users in Islamic banks in Indonesia. Employing a quantitative approach with Structural Equation Modeling-Partial Least Squares (SEM-PLS), data were collected from 55 Islamic bank mobile banking users via an online questionnaire. The measurement model confirmed the validity and reliability of all indicators, with discriminant validity established through the Fornell-Larcker criterion. The structural model revealed that the variables collectively explain 70.1% of the variance in customer satisfaction, with a Goodness of Fit (GoF) value of 0.722 indicating a robust model fit. Hypothesis testing demonstrated that ease of use and trust significantly and positively influence customer satisfaction, whereas service quality and Islamic marketing ethics showed no significant effect. These findings suggest that Islamic banks should prioritize user-friendly mobile banking interfaces and foster trust through secure systems and sharia compliance to enhance customer satisfaction. This study offers valuable insights for Islamic banks aiming to align technological advancements with ethical principles to elevate customer experiences.
Co-Authors Abdul Azid Aditya Dais Gumara Aida Azmi Nabila Aldiansyah Aldiansyah Anisa Herdian Anisa, Linda Sri Armansyah M. Sarusu Arry Irawan, Arry Arwan Gunawan Barnas, Benny Barnas, Benny Dadang Hermawan Dahtiah, Neneng Diharpi Herli Setyowati Dinda Siti Nur'ainiyyah Djoni Djatnika Ega Risti Safany Endang Hatma Juniwati ENI ENDARYATI Fauziah Salma Febrin Ayu Salsabila Hadiani, Fatmi Hani Nuraeni Hanna Arsyanti Hasbi Assidiki Mauluddi Ibtisamah, Rana Imam Fadhilah, Fathur Ishak, Jouzar Farouq Iwan Setiawan Julia Loviana Pratiwi Kristianingsih Kristianingsih Kusnadi, Hani Kustyanti Linda Sri Anisa Linda Sri Mulyati Listy Septia Cahyani Mochamad Umar Mai Muhamad Arif Nugraha Muhammad Tribuana, Fizar Muharomah, Jamilah Mutiara Septiani Tasya Nabilah Haeronisa Nabilla Permata Suci Nabilla Septhiani Nadiya Zahra Rahmatullah Nanda Juliana Setiawan Nisa Arinda Novianty, Ira Nurdin, Ade Ali Nuzul, Dinda Amanda Ainun Pakpahan, Rosma Prasetyo, Bintang Dwi Pujastuti, Deti Purbayati, Radia R. Azky Afina Fasa Radia Purbayati Rahmawati, Dina Alya Rani Putri Kusuma Dewi Reni Nuraeni Riauli Susilawaty Hutapea Ruhana, Nafisah Salma Maisa Salma Nabila Mustika Sari, Ricka Wulan Sekar Putri Yuandra Setiawan Setiawan Setiawan Setiawan Setiawan Setiawan, Nanda Juliana Setyowati, Diharpi Herli Shalsyabilla Kasandra Midfi Shella Salsabila Dwi Astuti Syarief, Mochamad Edman Tamara, Destian Arshad Darulmalshah Teti Sofia Yanti Tiara Putie Purwitasari Tiara Putie Purwitasari Tjetjep Djuawarsa Tjetjep Djuwarsa Tri Lestari, Hesti Vivi Kumalasari Subroto Wika Hasna Asyifa Yanti Rufaedah, Yanti