Customer satisfaction in the digital era: evidence from Islamic banking

Abstract Purpose Based upon an extended SERVQUAL model, this paper attempts to contribute the Islamic banking literature by examining impact of digitalization, as a service quality dimension, on customer satisfaction. Design/methodology/approach Two dimensions, i.e., digitalization and compliance, are added existing model five dimensions. Results drawn from self-completed survey convenience sample 145 Tunisian bank customers for year 2018. Factor analysis regression used determine factor structure especially satisfaction in banking. Findings The extracted dimensions quality, confidence, tangibles, human skills. demonstrates positive significant relationship between main satisfaction, except tangibles. Research limitations/implications Although outcomes lend support results derived based relatively average size one country (Tunisia). It might also be useful enlarge study better generalization findings other countries include comparison versus conventional about Moreover, we can applicate another original method Measuring Implementing Service Quality like multicriteria dubbed (MUSA). Managerial implications To remain competitive, banks need pay attention way services delivered not take it granted that only focusing compliance. Dealing henceforth with Generation Y customers, they must persevere bringing their into digital era. Originality/value This is few which tries investigate drivers Digital Era. reveals although special Sharia laws, matters them too. From now on, appear among features stay relevant