Integrating Islamic Financial Principles in the Metaverse: A way to Promote Customer Experience via Bank Image, Trust, and Service Quality

Abstract

The purpose of this study is to examine the impact of Islamic Shariah compliance on customer satisfaction through perceived bank image, perceived trust in bank, and perceived service quality. A quantitative research method was applied to ensure that data were gathered through bank customers’ surveys. Islamic Shariah compliance is considered as an independent variable; meanwhile, the perceived bank image, perceived trust on bank, and perceived service quality were described as mediator variables and customer satisfaction was framed as a dependent variable. The data were analyzed through structural equation modeling. The results evidenced a positive and significant correlation between Islamic Shariah compliance and perceived bank image, perceived trust on bank, and perceived service quality. Furthermore, perceived bank image, perceived trust on bank, and perceived service quality have positive impact on customer satisfaction. As a result of the study by the banks trying to achieve higher level of customer satisfaction, it is plausible to focus on Islamic Shariah compliance in their operations which influence their image, credibility, and service capacities to be able to meet customer expectations properly.