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All Journal Jurnal Ilmiah Akuntansi Kesatuan Electronic Journal of Education, Social Economics and Technology
Nur, Sobihatun
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Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Nursing Public Health Social Sciences Veterinary Other

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Digitalization, AI, and Service Quality in Islamic Banks: Customer Satisfaction and Knowledge as Parallel Mediators of Customer-Perceived Financial Performance Rahayu, Sri; Tullah, Dewi Sarifah; Suginam, Suginam; Nur, Sobihatun
Jurnal Ilmiah Akuntansi Kesatuan Vol. 13 No. 3 (2025): JIAKES Edisi Juni 2025
Publisher : Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jiakes.v13i3.3762

Abstract

Digitalization and artificial intelligence (AI) are reshaping retail banking, yet evidence on how they translate into financial performance in Islamic banks—particularly through customer-level mechanisms—remains limited. This study investigates the effects of digitalization, AI, and service quality on customer-perceived financial performance, with customer satisfaction and customer knowledge as parallel mediators. A cross-sectional survey was administered to 120 customers of Islamic banks in Medan, Indonesia, selected via purposive sampling (active users of digital services who interacted with AI features within the last six months). Data were analyzed using SEM–PLS. The measurement model met standard quality criteria (convergent and discriminant validity; reliability), and the structural model showed good fit (SRMR = 0.07) and predictive relevance (Q² > 0). The model explained substantial variance (R²: satisfaction = 0.431, knowledge = 0.441, perceived financial performance = 0.760). Digitalization, AI, and service quality positively affected satisfaction and knowledge, which in turn improved customers’ perceived financial performance; both mediators exhibited significant indirect effects. These findings indicate that robust digital channels and AI capabilities, when delivered with consistent service quality and coupled with effective customer education, enhance satisfaction and knowledge—key pathways through which customers perceive stronger financial performance of their Islamic bank. Practical implications and avenues for future research are discussed.   Keywords: Digitalization; Artificial Intelligence; Service Quality; Customer Satisfaction; Customer Knowledge; Customer-Perceived Financial Performance; Islamic Banks.
Bibliomatric Analysis : Promotion of Halal Tourism on Social Media Alamsyah, Muh; Salahuddin, Muh; Nur, Sobihatun
Electronic Journal of Education, Social Economics and Technology Vol 6, No 1 (2025)
Publisher : SAINTIS Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33122/ejeset.v6i1.190

Abstract

This study aims to analyze the bibliometric characteristics and publication trends of scientific research on halal tourism in Indonesia based on data from the Scopus database. Data collection was conducted in May 2024 using the keyword "halal tourism" and covered the period from 2019 to 2024. Data analysis was performed using the VOSviewer application. The results show an increasing number of scientific publications related to halal tourism in Indonesia in the Scopus database. The *Journal of Islamic Marketing* emerged as the most popular journal, and articles were the dominant type of document. The Scopus database analysis was applied to conduct a systematic literature review in this study. There are six research clusters based on a keyword-based search approach. The keywords "economic growth" and "perceived value" emerged as focal points of recent research in 2022. Articles on halal tourism continue to grow. The analysis results indicate that the halal industry, in the context of scientific publications, has developed significantly, as evidenced by the substantial number of publications in the halal industry sector. KEY WORDS:  Halal Tourism, Social Media.
Co-Authors MUH ALAMSYAH Salahuddin, Muh SRI RAHAYU Suginam Tullah, Dewi Sarifah