Modelling customers' loyalty in using Islamic mobile banking services

Mohd Thas Thaker, M. A. and Amin, M. and Mohd Thas Thaker, Hassanudin * and Anwar, A. P. and Ahmad, K. (2019) Modelling customers' loyalty in using Islamic mobile banking services. In: 10th Foundation of Islamic Finance Conference/Symposium: Advanced Research in Islamic Finance, 28 November 2019, Sunway University, Malaysia.

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This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. A total number of 250 customers of has participated in this research. Based on findings, continuance intention of using Islamic mobile banking services was found to be depended on usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, mediating effect of Islamic mobile banking services continuance adoption significantly influenced by customer satisfaction and trust. By understanding these continuance intention factors among the customers, it would help the industry player particularly Islamic banking to plan and strategize appropriate policies, and support necessary programmes on diversifying and promoting financial transaction using mobile banking services among their existing and potential customers.

Item Type: Conference or Workshop Item (Paper)
Subjects: H Social Sciences > HF Commerce
Divisions: Others > Non Sunway Academics
Sunway University > Sunway University Business School > Dept. Economics & Finance
Depositing User: Dr Janaki Sinnasamy
Related URLs:
Date Deposited: 02 Oct 2020 02:58
Last Modified: 07 Oct 2020 04:12

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