The Strategic Role of M-Banking Service Quality in Driving Customer Satisfaction for Financial Inclusion

Saiful Bakhri

Authors

Saiful Bakhri Universitas Nahdlatul Ulama Pasuruan, Indonesia

Keywords:

M-Banking, Service Quality, Customer Satisfaction, Financial Inclusion, Islamic Banking, Digital Transformation

Abstract

The rapid pace of digital transformation necessitates a strategic understanding of how technology impacts customer engagement, especially within the Islamic banking sector, which aims to promote inclusive and ethical finance (SDGs 8 & 9). This study aims to analyze the strategic role of M-Banking service quality as a primary driver for increasing customer satisfaction, subsequently fostering digital financial inclusion in Sharia banks. The methodology employed quantitative research design, utilizing a survey instrument adapted from the SERVQUAL model focusing on perceived performance dimensions (e.g., reliability, assurance, responsiveness). Data were collected from 200 Islamic bank customers who actively use M-Banking services and were analyzed using Structural Equation Modeling (SEM) to test the direct and indirect relationships between variables. The key findings indicate that M-Banking service quality significantly and positively influences customer satisfaction. Specifically, the reliability and security dimensions were the strongest predictors of satisfaction. The conclusion highlights that enhancing the quality of M-Banking services is not merely a competitive necessity but a strategic imperative for Sharia banks to effectively contribute to the global agenda of financial inclusion by providing accessible and high-quality digital infrastructure. This suggests that investment in digital service reliability should be prioritized to sustain customer loyalty and achieve broader societal impact.

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