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Erma Suryani
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Journal : Applied Information System and Management

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E-Services Quality: An Analysis of Customer's Mobile Banking Services in Sharia—A Systematic Literature Review Kumaladewi, Nia; Rosyada, Dede; Suryani, Erma; Hakiem, Nashrul
Applied Information System and Management (AISM) Vol. 8 No. 2 (2025): Applied Information System and Management (AISM)
Publisher : Depart. of Information Systems, FST, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15408/aism.v8i2.46682

Abstract

In the current digital era, banking services have rapidly evolved thanks to technological advancements, such as mobile banking, which allows customers to conduct transactions easily and efficiently. Studies show that customer perception and satisfaction levels highly depend on service standards, available features, and user experience when using the service. Studies have shown that how customers feel about a service and how satisfied they are with it relies a lot on the quality of the service, the features it offers, and how easy it is to use. A big part of how well financial services on mobile devices do is how good digital services are, particularly in sharia banking that operates in accordance with Sharia principles and regulations. This research aims to gather systematic literature about the level of quality in mobile banking features provided by sharia-compliant banks. To comprehend the connection between customer experience and the effectiveness of e-services in mobile banking apps, the modified e-services quality model is essential. Finding the elements that affect the quality of e-services and consumer happiness, as well as investigating methods for enhancing digital services in compliance with sharia law, are the main goals of this study. It is anticipated that the findings of this study will offer more profound understandings of how Islamic banks may enhance the quality of their mobile banking services.
Co-Authors Abadi, Syauqi Saswatata Nawal Adi Fadli Aisyah Rahmawati Al Anziy, Misyal S Amalia Utamima Amalia, Shinta Amelia, Lavica Anisa Dzulkarnain Ardianti, Suji Arif Wibisono Arman Hakim Nasution Armansyah Putra, Armansyah Astuti, Feky Fuji Az-Zahra, Farah Helga AZIZURAHMAN, AZIZURAHMAN Bambang Trigunarsyah, Bambang Bandono, Adi Bangun Muljo Sukojo, Bangun Muljo Berlian Rahmy Lidiawaty Buliali, Joko Lianto Catra Aldino Daffa, Bariqi Raihan Dede Rosyada Diyasa, I Gede Susrama Mas Dody Hartanto Erwin Widodo Fadillah, Muhamad Rifqi Fadlillah, Muhammad Syamil Faradibah, Amaliah Febrianti, Nur Aida Hadiyanto, Abdul Hakim, Fahmi Aulia Hamizi Hamizi, Hamizi HANDEWI P.S. RACHMAN Hardiyanto, Agung Hayatun Nufus Hermansyah Hermansyah Hermansyah Iftitah, Insiyatul Isabella, Putri Dwi Kamaruddin Kamaruddin Kukuh, April Kusuma, Moch. Farrel Arrizal Mahardikaningtyas, Rahmayanti Mahdi, Aulia Mahendrawathi ER Meinarini Catur Utami Merdekawaty, Ana Mudjahidin Muh. Faisal Muhammad Iksan, Muhammad Muhammad Syarifuddin Muhammad, Ghifary Musahrain, Musahrain Najwa, Dewi Qotrun Nada Nashrul Hakiem Nia Kumaladewi Nurbani, Muhammad Fauzan Nurfatikha, Rih Prajna Nurhairunnisah, Nurhairunnisah Nurjumiati Nurjumiati Nurkasanah, Ika Nurmansyah . NYOMAN DITA PAHANG PUTRA, NYOMAN Pamudi Pamudi, Pamudi Prakasa, Sahdha Pramana, Aprina Mediyanti Pramundito, Rahmatika Jagad Prasetyohadi, Latif Prastiani, Siti Chaerunisa Priambodo, Tegar Ganang Satrio Prihatina, Ocha Putri Perdana Putri, Regina Verra Santiara Yahya Rachman Arief, Rachman Rafi, Haris Rahman, Hardianto Rahmaniah, Sri Ita Rahmawati Patta, Rahmawati Ramadina, Raysa Farah Mumtaz Raulia Riski Reyza Yana Putra, Muhammad Romadhon, Anwar Romi Aprianto Rosack, Natsaree Rosyidah Alfitri Rully Agus Hendrawan Salim, Ika Raharja Sayidiman Suharli, Suharli Suharyo, Okol Sri Syahrilfuddin Syahrilfuddin, Syahrilfuddin Syaiful Hidayat, Syaiful Syarif Fitriyanto Tawaqqal, Akbar Virna Muhardina, Virna Walidain, Sri Nurul Widyaningsih, Nilasari Mukti Yahya, Fahmi Yuga Nugraha, Jadid Pratama Yuniarto, Muhammad Nur Zulkarnain Zulkarnain