Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust

IF 6.3 3区管理学 Q1 BUSINESS International Journal of Bank Marketing Pub Date : 2024-01-02 DOI:10.1108/ijbm-03-2023-0187

Muhammad Muflih, Muhamad Zen, Radia Purbayati, Kristianingsih Kristianingsih, Hennidah Karnawati, Bambang Iswanto, Endang Hatma Juniwati

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Abstract

Purpose

This study evaluates the integrative role of justice theory, religiosity, satisfaction and trust in influencing customer loyalty to Islamic mobile banking.

Design/methodology/approach

This study surveyed 370 customers who used Islamic mobile banking. The authors employed SEM-PLS to estimate the proposed model and answer the hypotheses.

Findings

Empirical facts show that distributive justice, procedural justice and interactional justice can increase loyalty through the role of satisfaction. On the other hand, distributive justice, procedural justice and religiosity can predict loyalty through the role of trust.

Practical implications

This study encourages Islamic mobile banking providers to improve the quality of benefit distribution, the application of procedures and interaction among all levels of users. In addition, religious education innovation is also important to increase customer activity in using Islamic mobile banking.

Originality/value

Until now, none of the studies have estimated the loyalty of Islamic mobile banking users based on the integrative roles of justice theory, religiosity, satisfaction and trust. It, therefore, highlights the originality of this study.

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客户对伊斯兰移动银行的忠诚度：评估正义理论、宗教信仰、满意度和信任度的作用

目的本研究评估了正义理论、宗教信仰、满意度和信任在影响客户对伊斯兰手机银行忠诚度方面的综合作用。研究结果经验事实表明，分配公正、程序公正和互动公正可以通过满意度的作用提高忠诚度。本研究鼓励伊斯兰手机银行提供商提高利益分配、程序应用和各级用户之间互动的质量。原创性/价值迄今为止，还没有任何一项研究基于正义理论、宗教信仰、满意度和信任的综合作用来估计伊斯兰手机银行用户的忠诚度。因此，本研究具有独创性。

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来源期刊

International Journal of Bank Marketing BUSINESS-

CiteScore

10.70

自引率

18.90%

发文量

期刊介绍： International Journal of Bank Marketing (IJBM) aims to publish papers that relate to the marketing challenges of financial services providers around the globe. Preference is given to empirically-based research papers that expand on existing theories (or develop new ones) on customer behaviour in financial services settings. In addition, the journal is interested in helping academicians and practitioners in the field to better understand the discipline of financial services marketing, and as a result review papers and thought pieces are invited for submission.