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p-Index From 2020 - 2025
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All Journal Journal of Islamic Economic Laws
Ahamed Hilmy, Hayathu Mohamed
Unknown Affiliation
Religion Humanities Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

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Customer Satisfaction on Digital Banking Services: Evidence from Islamic Financial Institutions in Sri Lanka Ahamed Hilmy, Hayathu Mohamed; Saujan, Iqbal
Journal of Islamic Economic Laws Vol. 8 No. 01 (2025): January
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jisel.v8i01.7099

Abstract

In the fast-paced modern era, time is crucial. Consumers with hectic schedules prefer smart solutions that enhance convenience and timeliness in financial activities. Traditional bank hours often conflict with busy schedules, but digital banking resolves this issue. Digital banking allows customers to use mobile phones and computers to check balances and conduct banking, offering more flexibility. This study aims to determine customer satisfaction with the digital banking services of Islamic financial institutions in Sri Lanka. The ISO 9000 standard E-SERVQUAL model and the digital service quality of Islamic financial institutions are analysed. Two hundred questionnaires were administered to customers with Amana Bank PLC and AL Adalah accounts. The research objective is a quantitative investigation to explore the relationship between independent and dependent variables within a given population. This study utilised the Statistical Product for Social Solutions version 20 (SPSS v. 20) for data analysis, employing descriptive analysis methods. For clarity, the results were displayed in bar graphs and pie charts using Microsoft Excel. The study evaluated service quality factors using Pearson correlation to examine the relationship between customer satisfaction (dependent variable) and independent variables (Efficiency, system availability, Ease of use, privacy, responsiveness).
Co-Authors Saujan, Iqbal