E-Loyalty in Islamic Mobile Banking: Mediating Role of E-Satisfaction
DOI:
https://doi.org/10.33830/elqish.v5i2.13560.2025Keywords:
Islamic Banking, Islamic Mobile Banking, E-Service Quality, E-Satisfaction, E-Trust, E-Loyalty, E-WOMAbstract
The objective of this research is to analyze the impact of e-trust, e-service quality, and e-word of mouth on e-loyalty, with e- satisfaction acting as a mediating factor among Islamic mobile banking users. A non-probability sampling approach was applied using purposive sampling, and data were obtained from 259 qualified respondents. Structural equation modeling was conducted using the SmartPLS 3.0 software to process and analyze the data. The findings indicate that e-trust does not significantly influence e-loyalty among Islamic mobile banking users. In contrast, both e-service quality and e-word of mouth show a significant positive effect on e-loyalty. Additionally, the variables of e-trust, e-service quality, and e-word of mouth exhibit a positive indirect effect on e-loyalty when mediated by e-satisfaction. This research demonstrates that e-satisfaction serves as a mediating variable in the relationship between e-trust, service quality, and word of mouth with e-loyalty. The results underscore the importance of user satisfaction in fostering loyalty in the digital Islamic banking environment. It is recommended that Islamic banks focus on enhancing service performance and communication efforts to improve customer satisfaction and sustain loyalty in the long term
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