DETERMINANTS OF ISLAMIC MOBILE BANKING SATISFACTION: THE MEDIATING ROLE OF RELIGIOSITY

Abstract

The rapid growth of Islamic digital banking has intensified the need to understand how Muslim customers evaluate mobile banking services. While previous studies have largely explained mobile banking satisfaction through technology-related factors, limited attention has been given to how religiosity links digital service performance with customer satisfaction in Islamic banking. This study examines the effects of technological innovation and transaction convenience on Islamic mobile banking user satisfaction, with religiosity positioned as a mediating variable. Using a quantitative survey design, data were collected from 160 Muslim customers in Malang City who actively use Islamic mobile banking services. The data were analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings show that technological innovation and transaction convenience have significant positive effects on both religiosity and user satisfaction. Religiosity also has a significant positive effect on satisfaction and partially mediates the relationships between technological innovation and satisfaction, as well as between transaction convenience and satisfaction. Technological innovation emerges as the strongest determinant, indicating that system reliability, security, and user-centered digital features remain central to customer satisfaction. However, the mediating role of religiosity demonstrates that satisfaction in Islamic mobile banking is not only technology-driven but also strengthened by value congruence and perceived Sharia alignment. Theoretically, this study contributes by integrating the Technology Acceptance Model, Theory of Planned Behavior, and Expectation Confirmation Theory in a technology-value mediation framework. Practically, the findings suggest that Islamic banks should improve digital innovation, simplify transaction processes, enhance cybersecurity, and communicate Sharia compliance more transparently to sustain customer satisfaction.