Impact of Islamic E-Banking Quality on Strengthening Customers’ Relationship Moderated by Bank Image: Case of Palestine Islamic Bank رسالة ماجستير

Abstract

his study aims to examine the impact of Islamic e-banking quality on strengthening the relationships with customers of the Palestine Islamic Bank, through bank image as a moderating variable. To achieve this objective, the quantitative hypothesis-testing research design is adopted. Primary data are collected, using the convenient random sampling, from 402 customers of the Palestine Islamic Bank who use e-banking services. To collect the primary data, a questionnaire consisting of four parts is used. The first part aims to collect data on customers’ demographic characteristics. The second one aims to gather data on customers’ perceptions of the Islamic e-banking quality. The third part aims to collect data on customers’ perceptions of the customer-bank relationship. Finally, the fourth part aims to collect data on customers’ perceptions of bank image. A five-point Likert scale is used in the last three parts of the questionnaire. Data are analyzed using descriptive and inferential statistics. The results show that the perceived levels of Islamic e-banking quality, bank image, and customer-bank relationship in the Palestine Islamic bank are all high with mean values of 4.02, 4.09, and 4.07 out of 5, respectively. Moreover, there are significant statistical differences in each of these three variables due to customers’ demographic characteristics. Finally, the results confirm that Islamic e-banking quality positively affects customer-bank relationship in the Palestine Islamic Bank. However, this relationship does not depend on bank image. The main recommendation of the study, among many others, is that the Palestine Islamic Bank should pay more and more attention to improving the Sharia compliance dimension of its e-banking services.