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Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks

Purpose: This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach: This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least...

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Main Authors: Dwi Suhartanto, Moch Edman Syarief, Ade Chandra Nugraha, Tintin Suhaeni, Ambia Masthura, Hanudin Amin
Format: Article
Language:English
English
Published: Emerald Group Publishing Limited 2021
Subjects:
HG1501-3550 Banking
Online Access:https://eprints.ums.edu.my/id/eprint/31878/1/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/31878/2/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks.pdf
https://eprints.ums.edu.my/id/eprint/31878/
https://www.emerald.com/insight/content/doi/10.1108/JIMA-12-2020-0380/full/pdf?casa_token=mMM5ck6JzUUAAAAA:YcV_9k_9GHyiLa2HlNAnayhswAHZSATfmmgwl3hqul6deC5fwL96JxaaMej5VSCAON8UmnjzfidZbo-QoHNhlrTO7feUobb-83b_kldwHTD9Zja8FjGq
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spelling my.ums.eprints.318782022-03-17T06:27:41Z https://eprints.ums.edu.my/id/eprint/31878/ Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks Dwi Suhartanto Moch Edman Syarief Ade Chandra Nugraha Tintin Suhaeni Ambia Masthura Hanudin Amin HG1501-3550 Banking Purpose: This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach: This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least square (PLS) was used to evaluate the effect of service factors (the need for service and service quality), technology-based factors (attitudes towards AI, relative advantage, security and trust) and religiosity on millennial loyalty towards AI-enabled mobile banking. Findings: This inquiry reveals that service quality, attitude towards AI and trust are determinants important for millennial loyalty towards AI-enabled mobile banking. Further, this research notes the significant role of religiosity on millennial loyalty towards mobile banking services. Practical implications: This study suggests Islamic banks focus on developing millennial trust and attitude towards AI to increase their loyalty towards AI-enabled mobile banking services. Further, Islamic banks operation that complies with Islamic law is strongly suggested to develop millennial loyalty. Originality/value: To the best of the authors’ knowledge, this is the first study that tries to scrutinize loyalty towards AI-enabled mobile banking. Emerald Group Publishing Limited 2021 Article PeerReviewed text en https://eprints.ums.edu.my/id/eprint/31878/1/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks_ABSTRACT.pdf text en https://eprints.ums.edu.my/id/eprint/31878/2/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks.pdf Dwi Suhartanto and Moch Edman Syarief and Ade Chandra Nugraha and Tintin Suhaeni and Ambia Masthura and Hanudin Amin (2021) Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks. Journal of Islamic Marketing, 1759-0833. ISSN 1759-0833 https://www.emerald.com/insight/content/doi/10.1108/JIMA-12-2020-0380/full/pdf?casa_token=mMM5ck6JzUUAAAAA:YcV_9k_9GHyiLa2HlNAnayhswAHZSATfmmgwl3hqul6deC5fwL96JxaaMej5VSCAON8UmnjzfidZbo-QoHNhlrTO7feUobb-83b_kldwHTD9Zja8FjGq
institution Universiti Malaysia Sabah
building UMS Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sabah
content_source UMS Institutional Repository
url_provider http://eprints.ums.edu.my/
language English
English
topic HG1501-3550 Banking
spellingShingle HG1501-3550 Banking
Dwi Suhartanto
Moch Edman Syarief
Ade Chandra Nugraha
Tintin Suhaeni
Ambia Masthura
Hanudin Amin
Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
description Purpose: This study aims to examine factors driving millennial loyalty towards artificial intelligence (AI)-enabled mobile banking services in Islamic banks. Design/methodology/approach: This research collected the data from 204 millennial customers of Islamic banks in Aceh, Indonesia. Partial least square (PLS) was used to evaluate the effect of service factors (the need for service and service quality), technology-based factors (attitudes towards AI, relative advantage, security and trust) and religiosity on millennial loyalty towards AI-enabled mobile banking. Findings: This inquiry reveals that service quality, attitude towards AI and trust are determinants important for millennial loyalty towards AI-enabled mobile banking. Further, this research notes the significant role of religiosity on millennial loyalty towards mobile banking services. Practical implications: This study suggests Islamic banks focus on developing millennial trust and attitude towards AI to increase their loyalty towards AI-enabled mobile banking services. Further, Islamic banks operation that complies with Islamic law is strongly suggested to develop millennial loyalty. Originality/value: To the best of the authors’ knowledge, this is the first study that tries to scrutinize loyalty towards AI-enabled mobile banking.
format Article
author Dwi Suhartanto
Moch Edman Syarief
Ade Chandra Nugraha
Tintin Suhaeni
Ambia Masthura
Hanudin Amin
author_facet Dwi Suhartanto
Moch Edman Syarief
Ade Chandra Nugraha
Tintin Suhaeni
Ambia Masthura
Hanudin Amin
author_sort Dwi Suhartanto
title Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
title_short Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
title_full Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
title_fullStr Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
title_full_unstemmed Millennial loyalty towards artificial intelligence-enabled mobile banking evidence from Indonesian Islamic banks
title_sort millennial loyalty towards artificial intelligence-enabled mobile banking evidence from indonesian islamic banks
publisher Emerald Group Publishing Limited
publishDate 2021
url https://eprints.ums.edu.my/id/eprint/31878/1/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks_ABSTRACT.pdf
https://eprints.ums.edu.my/id/eprint/31878/2/Millennial%20loyalty%20towards%20artificial%20intelligence-enabled%20mobile%20banking%20evidence%20from%20Indonesian%20Islamic%20banks.pdf
https://eprints.ums.edu.my/id/eprint/31878/
https://www.emerald.com/insight/content/doi/10.1108/JIMA-12-2020-0380/full/pdf?casa_token=mMM5ck6JzUUAAAAA:YcV_9k_9GHyiLa2HlNAnayhswAHZSATfmmgwl3hqul6deC5fwL96JxaaMej5VSCAON8UmnjzfidZbo-QoHNhlrTO7feUobb-83b_kldwHTD9Zja8FjGq
_version_ 1760230950801768448
score 13.211869

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