Journal of Risk & Control

Building Trust Through Digital Excellence: E-Banking Quality and Transaction Interest in Indonesian Islamic Banks

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• Abstract

   

  The adoption digital transformation of e-banking services has become increasingly important for enhancing customer engagement and competitiveness in Islamic banking. This study examines the influence of e-banking quality, ease to use, and fulfillment on customer trust and transaction interest in Islamic banks. Using purposive sampling, data were collected from 783 customers of Islamic banks in Surabaya, East Java, Indonesia. The analysis employed Partial Least Square Structural Equation Modeling (PLS-SEM) with SmartPLS 3.0. Results show that e-banking quality significantly influences ease to use (?=0.767) and fulfillment (?=0.679). Both ease to use (?=0.409) and fulfillment (?=0.164) positively affect trust, which strongly influences transaction interest (?=0.767). The findings demonstrate that Islamic banks must prioritize e-banking quality to build customer trust and enhance transaction interest. This research contributes to understanding technology adoption in Islamic banking contexts and provides practical implications for digital banking service improvement.

   

  Keywords: E-banking quality, Trust, Islamic banking, Transaction interest.