Factor influencing customer loyalty and the role of sharia law in m-banking adoption.
Nur Shabrina Meutia, Dike Bayu Magfira, Endang Sulistiyani, Ima Kurniastuti, Zujajatul Ilmi

Universitas Nahdlatul Ulama Surabaya

Abstract

Technology has played an important role in improving the efficiency, security, and convenience of banking services. Banks need the transformation of traditional service mechanisms towards digital. Today^s customers expect simplicity in how, when and where they can get financial services that suit their wishes, because nowadays most people rely on their mobile devices for everyday tasks. Online and Mobile banking is one of the most effective tools to meet the high expectations of customers in this era of digitalization. This paper aims to explore the antecedent^s study about the customer loyalty in the use of m-banking and the fluence of sharia law in increasing customer loyalty of m-banking adoption. This paper presents a systematic literature review of 30 research articles. The result shows that the higher the standard of service, the more elevated the level of user satisfaction will be, resulting in an augmentation in loyalty. In the end, this literature review will provide new research opportunities in the digital banking sector, especially in Islamic banking.

Keywords: M-banking- Customer loyalty- Satisfaction- Sharia- Service Quality- Islamic Banking

Topic: Accounting and management information system