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Abstract

Purpose – This study aims to measure and analyze the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty of the customers of Bank Syariah Indonesia (BSI) in Banda Aceh, Indonesia.
Methodology – This study gathered the primary data by distributing questionnaires to a number of 200 BSI customers that were selected as the respondents of the study using a purposive sampling technique. A Structural Equation Modelling (SEM) technique is used to test the four proposed hypotheses.
Findings – The study recorded that e-service quality has positively affected the e-satisfaction and e-loyalty of the BSI customers, respectively. E-satisfaction enjoyed by banking customers has enhanced their e-loyalty. In addition, the study documented that e-satisfaction has a partial mediating effect on the relationship between e-service quality and the BSI customers’ e-loyalty.
Implications – The findings of the study suggest that to promote the customers’ e-loyalty, the BSI management should focus on improving customers’ e-satisfaction by strengthening e-service quality.
Originality – This study explored the mediating role of e-satisfaction on the effect of e-service quality on e-loyalty, focusing on the users of e-banking facilities of the largest Islamic banking institution in Indonesia. Therefore, this study provides significant guidelines for the Islamic banks in maintaining and enhancing e-loyalty of customers through improving their customer satisfaction by providing a high quality of services digitally nationwide.

Keywords

E-loyalty Digital banking E-service quality E-satisfaction Islamic bank

Article Details

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Author Biographies

M. Rafi Rezeki, Department of Islamic Economics, Faculty of Economics and Business, Universitas Syiah Kuala, Banda Aceh, Indonesia

Department of Islamic Economics, Faculty of Economics and Business, Universitas Syiah Kuala (USK), Indonesia

M. Shabri Abd. Majid, Department of Islamic Economics, Faculty of Economics and Business, Universitas Syiah Kuala, Banda Aceh, Indonesia

Scopus ID: http://www.scopus.com/authid/detail.url?authorId=24438220400

Google Scholar: https://scholar.google.com/citations?user=lRNWXnQAAAAJ&hl=id

Salina H. Kassim, Institute of Islamic Banking and Finance, International Islamic University Malaysia (IIUM), Selangor, Malaysia

International Islamic Banking Institute, International Islamic University Malaysia (IIUM)

How to Cite
Rezeki, M. R., Majid, M. S. A., & Kassim, S. H. (2023). The effect of e-service quality on e-loyalty of Islamic banking customers: Does e-satisfaction act as mediator?. Jurnal Ekonomi & Keuangan Islam, 9(2), 228–245. https://doi.org/10.20885/JEKI.vol9.iss2.art6
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