Online Islamic banking services and customer satisfaction in Mogadishu, Somalia

• Main Author: Ali, Abdifitah Amin
• Format: Thesis
• Language: English; English
• Published: 2024
• Subjects: HG Finance
• Online Access: https://etd.uum.edu.my/11946/1/s829408_01.pdf; https://etd.uum.edu.my/11946/2/s829408_02.pdf; https://etd.uum.edu.my/11946/

The study investigates the evolving connections between online Islamic banking services and customer satisfaction. It is guided by several core objectives: understanding the factors influencing customer satisfaction, exploring how satisfaction affects continued service use, assessing the overall satisfaction level, and providing actionable recommendations based on the findings. A sample of 130 individuals in Mogadishu, focusing on two prominent financial institutions, the International Bank of Somalia (IBS) and Somali Salam Bank (SSB), was included in the study.One significant challenge highlighted in the research is the limited awareness among bank customers regarding their ability to access desired services online. This lack of awareness stems from insufficient knowledge and support for utilizing online banking platforms. Consequently, there is minimal utilization of digital technologies and online services provided by banks, with low usage of internet and mobile applications for banking purposes.The analysis employed Structural Equation Modeling (SEM), utilizing the Statistical Package for Social Sciences (SPSS) version 25 to analyze descriptive correlations across two representative districts in Mogadishu, namely Hamar-Weine and Howl-Wadag. The study found a positive and statistically significant relationship between online Islamic banking services as the dependent variable and customer satisfaction as the independent variable.The study's findings emphasize the importance of considering the preferences of young adults who are more open to engaging with banking technology. These insights provide valuable guidance for commercial banks and policymakers to enhance user experience and satisfaction levels in online Islamic banking services