Brief Islamic banking history and its principles
Islamic banking, also known as Sharia-compliant banking or Islamic finance, is rooted in the principles of Sharia or, Islamic law. These principles shape the ethical and financial practices of Islamic banks, setting them apart from conventional financial institutions. The history of Islamic banking can be traced back to the early teachings of the Quran and the Hadith, which emphasize economic and social justice and prohibit usury, known as Riba. The formal establishment of Islamic banking started in the mid-20th century, with the Pilgrims Saving Corporation in Malaysia and the Mit Ghamr Savings Bank in Egypt being recognized as the first Islamic banks. Over the following decades, various Islamic banks and financial institutions emerged in Muslim-majority nations. These institutions aimed to provide financial services that adhered to Islamic principles. Islamic banking gained global recognition and expanded to non-Muslim countries, offering ethical financial solutions to a wide range of customers. Islamic jurists play a pivotal role in ensuring the Sharia compliance of products and services offered by Islamic banks. The industry has developed various financial instruments such as Sukuk, Murabahah, and Ijarah, each in line with Islamic law. Regulatory frameworks and supervisory bodies specific to Islamic finance have been established to maintain compliance with Sharia principles and ensure financial stability. Challenges arise from the need to reconcile modern financial practices with traditional Islamic principles, and the Islamic banking sector continues to innovate to meet customers’ evolving financial needs while staying true to Sharia compliance. Today, Islamic banking is an integral part of the global financial landscape, serving millions of customers who look for ethical and religiously aligned financial services. Islamic finance principles guide ongoing innovation within the industry to create products and services that meet the evolving requirements of customers while adhering to the tenets of Sharia law.
Customers display a heightened sense of rationality when deliberating upon the choice of a bank to entrust with their investments and financial dealings. Recent data provided by the IFSB (2022) reveals a projected surge in Islamic banking assets, expected to exceed $3.2 trillion by the culmination of 2022. Strikingly, merely 20% of this considerable sum originates from beyond the Middle East—the birthplace of Islamic banking—while the remaining 80% finds its roots within the region (Carranza et al. 2021). In this context, Saudi Arabia, Dubai, and Kuwait stand out as significant players, hosting major Islamic banks such as Al Rajhi Bank, Dubai Islamic Bank, and Kuwait Finance House (KFH). Established in 1957, 1975, and 1977 respectively, these institutions currently rank as the top three largest Islamic banking entities globally, contributing over 29.4% to the total global Islamic funding. Furthermore, their distinctive dual banking system allows for the coexistence of both Islamic and conventional financial institutions. It is noteworthy that Islamic banking holds a significant 38% share within financial sector (Sulaiman, 2021). Customer satisfaction with Islamic banks materializes when patrons display a willingness to recommend these institutions to others, as underscored by Fauzi and Suryani (2019). This growing trend finds its roots in the Islamic revival movement, propelled by an increasing demand for the elimination of interest and the embrace of profit-and-loss sharing models. Authors within the Islamic realm have been ardently delineating the functions and principles underpinning the Islamic economy. Additionally, some have meticulously outlined the operational intricacies of an Islamic bank functioning within an interest-based economy (Acharya et al. 2008; Usman et al. 2021).
Adoption theories for Islamic internet banking services (IIBS)
The advent of internet service has revolutionized many industrial and financial sectors, including the banking industry. In Islamic countries after advent banking follow Islamic culture, the adoption of online banking service has become a significant topic of interest for both academics and industry professionals. This shift towards digital banking has transformed traditional banking practices, offering enhanced convenience and efficiency for customers. Academics are particularly interested in understanding the factors driving this adoption, while industry professionals focus on leveraging technology to develop service delivery and customer satisfaction. The widespread acceptance of online banking in Islamic countries reflects broader global trends towards digitalization in the financial sector, highlighting the importance of adapting to technological advancements to stay competitive with traditional banks.
The Islamic banking sector has undergone a significant transformation in recent decades. The introduction of digital banking platforms has revolutionized the way customers interact with their banks. These platforms have provided customers with a convenient and efficient means to manage their finance and investment activities. The shift to digital trading has not only enhanced accessibility for a broader range of customers but has also increased transparency, reduced transaction times, and streamlined processes. Therefore, the banking landscape in Islamic countries has become more dynamic and inclusive, encouraging greater participation from both institutional investors and individual.
However, despite its advantages, the quality of internet banking services in Islamic countries remains relatively low compared to commercial banking, particularly during the COVID-19 pandemic. During this period, most customers preferred using online banking services instead of visiting physical branches due to the lockdown. The surge in the number of customers increased the pressure on these services, revealing many defects that directly changed the reputation of Islamic internet banking services trading. The integration of various theoretical frameworks offers a comprehensive view of the factors that can affect a user’s decision to adopt Islamic internet banking services. These factors include customer service quality, trust levels, regulatory environments, trust levels, ethical environment, and technological infrastructure. By integrating different theoretical frameworks, this study provides a comprehensive understanding of the factors influencing user adoption of internet banking services. The grand theory in banking provides general principles that can be used in different contexts. In the realm of internet banking, the Task-Technology Fit (TTF) theory proposed by Goodhue and Thompson (1995) is foundational. TTF theory posits that the alignment between task requirements and the characteristic of technology predicts both the utilization of performance of individuals and the technology and. This model suggests that when technology is well-suited to the specific needs of a task, it is more likely to be effectively utilized, leading to improved performance findings. The TTF theory emphasizes the importance of considering the compatibility between task demands and technology to improve both user effectiveness and technology adoption.
According to Spies et al. (2020), the TTF was the first theory analysis specifically designed to explore the post-adoption aspects of technology use. Unlike prior studies, which primarily focused on the antecedents of intention and use, the theory quantifies the effectiveness of technology within a system by assessing the relationship between the task and technology it aims to support. Essentially, task-technology fit is about the aligns between a technology (including the hardware, data, software, and services and tools they provide), an individual’s requirement (such as a technology user), and the specific characteristics (activities performed by individuals to generate the required outcome) of the task being performed. This concept posits that the use of an information system and the resulting performance benefits are maximized when the information system is well-suited to the tasks that need to be performed. The alignment of these elements ensures that the technology effectively supports the user’s activities, leading to enhanced productivity and efficiency. The TTF theory posits that the alignment between characteristics of technology and task requirements predicts the use of the individual performance and technology. In the context of internet banking, particularly with the Islamic internet banking service (IIBS), the TTF can offer significant insights.
Internet banking services is mainly a technology that allows customers to perform various banking tasks online by using the computer of mobile devices, such as applying for loans, paying bills, and transferring funds. The alignment between these tasks and the features provided by Islamic internet banking services (IIBS) can significantly influence the user-friendliness and system’s utility for customers. This compatibility ensures that the platform effectively meets the specific needs and preferences of its users, enhancing overall satisfaction and usability (Kyambade et al, 2023; Zainurin et al. 2023). For example, if a customer needs to transfer funds to another account, the online banking system should offer an intuitive and user-friendly interface for this task. Furthermore, it is imperative that the online banking system guarantees the security and safety of the transaction, as these are essential requirements for any banking operation. Ensuring these features not only enhances user satisfaction but also builds trust in the online banking system, which is crucial for encouraging widespread adoption and use.
If Islamic internet banking services (IIBS) successfully meets these requirements, it can be considered well-aligned with the task. However, achieving the best task-technology fit is often complex and not without challenges. Various obstacles may arise in this process. For instance, varying levels of digital literacy among customers can affect their ability in navigating internet banking platforms. Furthermore, technical issues such as slow internet speeds or network going down due to internet connectivity may pose challenges and disrupt the seamless execution of online banking tasks. To tackle these obstacles, it is crucial for Islamic banks to consistently check and enhance the functionalities of the IIBS. This may entail conducting frequent user feedback surveys to gain insights into customers’ challenges and requirements. Moreover, the Islamic bank should distribute resources towards upgrading the system’s infrastructure to enhance its reliability, efficiency and speed. By prioritizing these efforts, businesses can ensure a seamless and satisfactory internet banking experience for their customers, thereby fostering loyalty and trust towards their banking services. The TTF model offers a significant framework for understanding and enhancing internet banking practices in Islamic countries. By emphasizing the alignment between banking tasks and technology features, it aims to improve user experience and customer satisfaction. This approach not only helps a deeper understanding of the interactions between users and digital trading platforms but also looks to improve these interactions to meet the diverse needs of customers effectively.
Middle-range theories offer more specific frameworks that connect grand theories to empirical observations. The Unified Theory of Acceptance and Use of Technology (UTAUT), proposed by Venkatesh et al. (2003). The UTAUT is a model designed to elucidate user intentions for using an information system and their later usage behavior. In the context of internet banking, particularly with respect to internet banking especially for Islamic internet banking services (IIBS), the model can provide significant insights. The UTAUT model helps in understanding the factors that influence users’ decisions to adopt and consistently use internet banking systems, thereby guiding improvements in system design and regulatory frameworks to enhance user satisfaction and engagement.
The UTAUT theory was created by synthesizing and consolidating constructs from eight earlier models used in earlier studies to explain information systems usage behavior. This approach involved reviewing and integrating various components to form a comprehensive framework for understanding how users interact with information systems. In a longitudinal study conducted by Venkatesh et al. (2003), the next validation of the UTAUT model showed its ability to explain around 70 per cent of the variance in “Behavioral Intention to Use” and approximately 50 per cent in “actual usage”. This validation underscored the model’s efficacy in predicting and understanding user behavior towards information systems over time. This model supposed four main constructs: effort expectancy, helping conditions, performance expectancy, and social influence. These constructs are applicable for understanding the adoption and use of Islamic internet banking services (IIBS). Performance expectancy pertains to the extent to which users perceive that employing the system will enhance their job performance and achieve gains (Jakkaew and Hemrungrote, 2017).
In the context of Islamic internet banking services (IIBS), this concept examines how well the system eases banking activities. If users perceive that IIBS enables them to manage finances more efficiently than traditional banking systems, they are inclined to adopt it. Effort expectancy, on the other hand, measures the ease with which users can perform tasks using the system (Fedorko et al. 2021). This aspect evaluates the user’s belief of how straightforward or challenging it is to utilize IIBS for banking tasks. In the case of Islamic internet banking services (IIBS), this relates to the system’s user-friendliness. If users find IIBS easy to understand and navigate, they are more inclined to adopt and use it. Social influence, meanwhile, gauges the extent to which users perceive that influential individuals or groups endorse the use of the recent technology (Patel and Patel, 2018). In most of Islamic countries under investigation, where word-of-mouth recommendations hold significant sway, users are more inclined to explore IIBS if they hear favorable reviews from their peers. Furthermore, helping conditions pertain to the user’s belief of the organizational and technical infrastructure available to support the technology’s usage. This construct evaluates how confident users feel about having adequate resources and support to effectively utilize IIBS for their banking activities (Hamzat and Mabawonku, 2018).
In the context of Islamic internet banking services (IBSS), easing conditions encompass elements like reliable internet connectivity and responsive customer support by the bank. The first three factors directly influence users’ intention to use the system and their actual behavior. Additionally, the fourth factor directly affects user behavior. The voluntary usage, gender, experience and age with financial technologies are proposed to moderate the influence of the four main constructs on users’ intention to adopt and their later behavior. Arif et al. (2020) argues that applying the UTAUT model can provide insights into the factors influencing adoption of trading through internet banking services. This approach helps to understand why some users choose to adopt the platform while others do not. It examines a range of factors such as system usability and perceived benefits that influence users’ decisions on digital banking platforms.
Applied theories emphasize practical implications and specific contextual considerations. An example of such a theory is the Customer-Based Perspective (CBP), proposed by Aaker (1991). CBP is a theoretical framework designed to prioritize the needs and preferences of customers. It underscores the significance of understanding the customers’ viewpoint to deliver products and services that align with their expectations and needs. By adopting a customer-centric approach, businesses can better tailor their offerings. A notable model that employs this CBP is Customer Based Brand Equity (CBBE) approach, which integrates client feedback and data to refine its processes continually. Incorporating customer feedback not only improves service quality but also fosters customer satisfaction and loyalty (Suandi et al. 2023). CBP, through models like the CBBE approach, proves the practical application of theoretical principles to achieve improved outcomes. By focusing on the customer’s perspective, companies can develop more effective solutions and strategies that resonate with their target audience. Keller (1993) introduced a regression model to assess brand equity from a customer-centric viewpoint, with the aim of setting up a robust and marketable brand presence. This Based Brand Equity Model, known as CBBE model, encompasses four unique levels distributed among six branding components.
Relationship among the variables
When consumers engage in the consumption of a service, they have certain expectations of the benefits they will receive, which are based on their prior sacrifice of resources such as money, time, or effort. The perceived value is the evaluation of these expected benefits in relation to the service’s actual performance. In the context of online banking services, perceived value involves assessing whether the quality, reliability, and overall experience of the service-related offering meet or exceed the first expectations set by the customer. This evaluation is crucial as it influences customer satisfaction, loyalty, and future purchasing decisions. Numerous scholars have explored the relationship between online banking service quality and perceived value in their research, consistently finding a positive correlation. For example, Turel and Serenko (2006), Wu and Liang (2009), Lai et al. (2009), Hutchinson et al. (2009), Uddin and Akhter (2012), and Yesitadewi and Widodo (2023) all found this positive relationship. Their findings showed that a higher service quality level is associated with a higher perceived value among consumers. Additionally, service experience was found to have a significant and positive influence on a customer’s perceived value (Chen and Chen, 2010; Kusumawati et al. 2021).
However, the customer satisfaction model suggests client happiness is significantly influenced by service quality. When customers receive a high service quality that is higher to meet their expectations, their satisfaction levels increase, as highlighted by Hutchinson et al. (2009). Conversely, delivering a high-quality product is a key determinant of customer satisfaction, as noted by Cronin and Taylor (1992). Furthermore, by ensuring high service quality the factors that contribute to a good service experience, service providers can enhance overall customer satisfaction and happiness, as emphasized by Kuo et al. (2009). This underscores the importance of product quality in shaping customer beliefs and long-term loyalty. Service quality exerts a direct positive impact on customer satisfaction, as showed by Kim et al. (2004), and Myo et al. (2019). Consequently, it is hypothesized that
H1: Service quality has a positive effect on customer satisfaction on internet banking services during the COVID-19 pandemic.
Reliability describes a banking institution’s ability to consistently fulfill its responsibilities accurately and without errors. Ensuring the dependability of electronic banking services is essential for the successful execution of transactions. reliability in these services plays a significant role in influencing customer satisfaction, as highlighted by Jahan and Shahria (2022) and Cleming and Murhadi (2023). When customers perceive a service as reliable, their confidence in the institution increases, leading to greater satisfaction and potentially stronger long-term relationships. This underscores the importance of supporting ambitious standards of reliability in both internet banking services to enhance customer trust and satisfaction. Banking institutions prioritize security and accuracy to foster customer satisfaction and loyalty. Customers who use online banking services experience greater satisfaction and confidence when the banking institution can ensure the safety, security and confidentiality of their personal information. According to Md Kassim and Ramayah (2017) and Mustafa et al. (2021), the ability of a financial institution to safeguard sensitive information and take full responsibility for its protection is a key factor in fostering trust.
A robust level of reliability allows Islamic banks to effectively serve as financial solutions providers for their customers. However, this increased reliability can lead to an increase in customer satisfaction, as noted by Biscaia et al. (2017) and Jawaid et al. (2021). Based on this reasoning, the proposed hypothesis is as follows:
H2: Reliability has a positive effect on customer satisfaction on internet banking services during the COVID-19 pandemic.
The role of efficiency in online Islamic banking services has been found to have a negative impact on online banking satisfaction. Customers generally expect that any issues they face while using online banking services will be thoroughly addressed and resolved by the customer service and support team. According to Ul Haq and Awan (2020), this expectation can lead to decreased satisfaction when such support falls short. Based on this understanding, the suggested hypothesis is:
H3: Efficiency has a positive effect on customer satisfaction with internet banking services during the COVID-19 pandemic.
Responsiveness variable plays a crucial role in shaping customer satisfaction in online Islamic banking services. According to Matzler et al. (2006) and Jahan and Shahria (2022), prompt and effective responses from banking service operators significantly enhance customer satisfaction when users meet problems with online banking (mobile or website). Quick resolution of issues helps to improve overall customer satisfaction and loyalty. Building on this insight, the suggested hypothesis is:
H4: Responsiveness has a positive effect on customer satisfaction on internet banking services during the COVID-19 pandemic.
Empathy encompasses the care and personalized attention a bank provides to its cusotmers, including aspects such as accessibility, communication, and comprehension of the services offered. According to Miklós et al. (2019), demonstrating empathy involves not only addressing customer needs with sensitivity but also ensuring that customer feel understood and valued throughout their interactions with the online banking service. Tetteh (2021) emphasizes the importance of ease of use in online banking solutions. They argue that these solutions should be designed to be fast, simple, and user-friendly. Online banking platforms and mobile banking services should be intuitive, allowing customers to easily comprehend and navigate the procedures. This approach ensures that users can efficiently access and utilize the banking services without unnecessary complexity. Zeithmal et al. 2000 and Ketema (2020) propose that empathy is a significant factor influencing the model under study. They suggest that when a bank demonstrates empathy, it encourages customers to utilize alternative online banking services, such as internet banking platforms. This empathetic approach helps build customer satisfaction and trust, potentially leading to increased use of various online banking channels. Building on this insight, the proposed hypothesis is:
H5: Empathy has a positive effect on customer satisfaction on internet banking services during the COVID-19 pandemic.
Finally, Singh (1988) and Slack et al. (2020) found that effectively managing customer complaints is crucial for achieving customer satisfaction and maximizing retention in the banking industry. If customers perceive that their complaints have not been adequately addressed, they are more likely to escalate the issue by filing a complaint with regulatory authorities. Consequently, addressing customer grievances promptly and effectively is essential for maintaining positive customer relationships and preventing regulatory interventions. Therefore, the proposed hypothesis is:
H6: Complaint has a positive effect on customer satisfaction with internet banking services during the COVID-19 pandemic.
Challenges faced during the pandemic
The COVID-19 pandemic posed substantial challenges to the global financial landscape, with Islamic banking experiencing significant strain. Characterized by unstable financial markets and macroeconomic uncertainty, the pandemic adversely impacted Islamic bank operations and profitability. Maintaining liquidity and operational resilience amidst decreasing revenues and escalating credit risk emerged as critical challenges for Islamic banks, as highlighted Bitar et al. (2017) and Othman et al. (2023) Islamic banks especially in Islamic countries encountered additional hurdles during the COVID-19 pandemic by balancing the imperative of Shariah compliance with the need to address the economic challenges faced by their customers. Implementing innovative solutions, such as providing relief measures and restructuring financing, while upholding Shariah principles proved to be a complex task, as emphasized by Mustafa et al. (2021). Furthermore, as argued by Vilhena and Navas (2023), the accelerated adoption of digital banking during the COVID-19 pandemic underscored the critical importance of robust cybersecurity measures and advanced technological infrastructure to support remote banking services. Furthermore, as argued by Nawaz et al. (2022), the accelerated adoption of digital banking during the COVID-19 pandemic underscored the critical importance of robust cybersecurity measures, increase efficiency of online services and advanced technological infrastructure to support remote banking services. The COVID-19 pandemic also highlighted the necessity of incorporating resilience into Islamic banking frameworks to effectively manage future crises. Strengthening risk management protocols and developing comprehensive contingency plans are crucial for mitigating the impact of unforeseen challenges, as emphasized by Machmuddah et al. (2020).
Online banking service during COVID 19 pandemic
The banking sector, like many other industries, has faced substantial disruptions due to the global COVID-19 pandemic. Due to social distancing measures, many customers have moved to online banking channels, including mobile banking apps and websites, to fulfill various tasks such as account access, fund transfers, and bill payments. However, the pandemic’s influence on customer service within the realm of online banking has been noteworthy. The COVID-19 pandemic has sparked a substantial surge in the utilization of online banking services. According to a report from McKinsey and Company (2021), the number of digital banking users surged by 20% during the pandemic. This heightened demand has placed significant pressure on banks to uphold exemplary customer service. Still, the pandemic has challenged banks in supporting the same level of customer service as before the outbreak. The predominant hurdle faced by banks amid the pandemic is the closure of physical branches. As physical branches are still shuttered, customers are compelled to resort to online banking services, inevitably resulting in a surge of calls directed towards customer service centers. As per a report from JD Power (2021), the volume of calls to customer service centers escalated by 45% during the pandemic. This surge in call frequency has placed a notable strain on customer service centers, impeding their ability to promptly and effectively cater to customer needs. This shift in dynamics prompts inquiries into the ramifications of COVID-19 on customer satisfaction levels within the realm of online banking services. Limited studies have been conducted to comprehensively investigate the specific impact of COVID-19 on customer satisfaction levels within the banking sector. As an example, a notable study conducted by Liu et al. (2021) delved into the repercussions of COVID-19 on customer satisfaction with online banking services specifically within the context of China. The study found that the pandemic had a detrimental effect on customer satisfaction with online banking services, as customers reported reduced satisfaction with the speed and convenience of these services. In a parallel vein, another study conducted by Alalwan (2020) delved into the ramifications of COVID-19 on customer satisfaction levels, this time focusing on mobile banking services within the context of Jordan. The study revealed a significant pandemic-induced impact on customer satisfaction levels, as customers expressed reduced contentment with the reliability and security of mobile banking services. Building on the studies, further research has also highlighted adverse effects of the pandemic on other sides of banking services, encompassing aspects such as the accessibility of customer support and the user-friendliness of online banking platforms. To illustrate, an investigation conducted by the American Bankers Association reported that 60 per cent of bank customers faced heightened difficulties in reaching customer support during the pandemic. Furthermore, a study conducted by Forrester Research (2022) revealed that 40 per cent of bank customers met heightened challenges in using online banking platforms due to the pandemic. The outcomes of these investigations strongly indicate that the banking sector’s customer satisfaction levels have been notably affected by the pandemic. Consequently, banks must undertake proactive measures to address these concerns and ensure sustained customer satisfaction moving forward.
Other studies have found that the COVID-19 pandemic has positively impacted customer satisfaction in internet banking. For instance, a study by Haapio et al. (2021) revealed that the pandemic has resulted in a significant increase in online banking usage. Customers have shifted towards digital channels for their banking needs due to social distancing measures and the closure of physical branches. Furthermore, the study highlights an improvement in customer satisfaction with online banking services during the pandemic. Customers’ feeling of online banking as a secure and safe choice for their financial transactions has significantly contributed to higher satisfaction levels. Similarly, a study by Gupta et al. (2021) concluded that the COVID-19 pandemic has hastened the adoption of online banking services. Customers who previously hesitated or were reluctant to use online banking have shown increased interest and willingness to embrace digital channels for their banking needs. Factors such as the fear of contracting the virus, lockdown measures, and the closure of physical branches have collectively contributed to this shift in customer behavior. In addition to the studies cited above, further research has indicated a positive impact of the pandemic on customer satisfaction concerning various aspects of online banking. These aspects encompass the availability of customer support and the user-friendliness of online banking platforms. For instance, a study conducted by the American Bankers Association revealed that 60% of bank customers reported that the pandemic had helped easier access to customer support. Similarly, research by Forrester Research highlighted that 40% of bank customers found it more convenient to use online banking platforms due to the pandemic. The findings from these studies indicate that the impact of the COVID-19 pandemic on customer satisfaction levels in online banking has been mixed. While some studies have reported a decline in customer satisfaction, others have seen an improvement. The varying impact of the pandemic on customer satisfaction is likely influenced by several factors, including the severity of the pandemic in specific countries or regions, the accessibility of online banking services, and individual customer preferences. The COVID-19 pandemic has significantly reshaped banking behaviors, prompting many customers to transition towards online banking services. A study conducted by Ismail and Gharleghi (2020) revealed that several factors played a pivotal role in driving the adoption of online banking during the pandemic. These factors encompassed perceived usefulness, ease of use, trust, security, and the availability of customer support. Those customers who perceived online banking as secure, reliable, user-friendly, and beneficial were more inclined to embrace these services amidst the COVID-19 crisis. Furthermore, the study highlighted those factors such as ease of use, responsiveness of customer support, perceived security, and website quality had direct and significant impacts on customer satisfaction during the pandemic. Additionally, the study revealed that customer trust and the perceived financial performance of banks acted as mediators in the relationship between these factors and customer satisfaction. The paper underscores the crucial importance of enhancing ease of use, responsiveness of customer support, security measures, and website quality as key avenues for elevating customer satisfaction with online banking services amid the COVID-19 pandemic. By addressing these factors, banks can cultivate greater customer trust and satisfaction in their digital banking offerings.
While some studies have reported that COVID-19 either positively or negatively influenced customer satisfaction levels with online banking services, others have showed no significant impact, as proved by Ahanger (2011), Bala et al. (2021), Baicu et al. (2020), Arum et al. (2021), and Ayinaddis et al. (2023). For instance, a study conducted by Hassan and Hassan (2021) in Egypt revealed that the pandemic had no discernible effect on customer satisfaction levels with online banking services. This lack of impact could be attributed to pre-pandemic digital banking investments made by Egyptian banks, enabling them to provide high-quality online banking experiences to their customers. The extent to which COVID-19 affects customer satisfaction with online banking services is likely contingent upon several factors, including the severity of the pandemic in specific countries or regions, the availability of online banking services, and individual customer preferences. Banks that have proactively invested in digital banking and can offer top-tier online banking services may experience less disruption from the pandemic compared to those that have not.
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