Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia

Abstract

: This research aims to look at the relationship between Convenience, Functional Quality, Digital Banking Service Quality, Brand/ Trust, Employee Customer Engagement, Digital Banking Innovation, Customer Experience, Customer Satisfaction, Customer Loyalty, and Financial Performance of Islamic Banks.Customer experience in digital banking can be determined through the service quality so the uses and risks can be experienced directly. This study used primary data taken directly by using questionnaire with 229 respondents. The analysis technique used was path analysis with Partial Least Square Structural Equation Model (PLS-SEM). The results of this study indicate that Convenience, Brand / Trust, Employee Customer Engagement, and digital banking innovation have an influence on customer experience, but not with Functional Quality and Digital Banking Service Quality. The results of this study can be used as consideration for companies to improve the bank performance in serving customers and bank employees must have a friendly attitude for customers to feel comfortable.