... to examine the relationship between perceived service recovery justice and brand evangelism of banks directly and indirectly through mediating customer forgiveness. As well as this study examines the moderating role of religiosity in the relationship between perceived service recovery justice and customer...

... to financial services, especially in rural areas. The COVID-19 pandemic has accelerated the shift towards cashless transactions, underscoring the potential of digital wallets to enhance financial inclusion among underserved populations (Khera, 2023). The introduction of payment banks aims to provide basic...

...-congruence) on brand satisfaction and loyalty in Iranian banking industry. Design/methodology/approach The author designed the conceptual model of the research based on the existing relationships between the research variables and the proposed hypotheses. By a questionnaire, the opinion of 288 customers...

...Ebrahim Heshmati; Hamidreza Saeednia; Ali Badizadeh Purpose This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector. Design/methodology/approach The research method used in this study is qualitative. Techniques used for data...

...Susan Sun; Tiong Goh; Kim‐Shyan Fam; Yang Xue; Yang Xue Purpose The purpose of this paper is to explore the effects religious affiliation and commitment have on Southeast Asian young adults' intention to adopt Islamic mobile phone banking. Design/methodology/approach An online self...

...Matt Elbeck; Evangellos‐Vagelis Dedoussis Purpose This paper's aim is to guide online Islamic bank marketing strategy. Design/methodology/approach A study in 1999 interviewed 120 innovators about their attitudes and preferences to a hypothetical online Islamic bank, and replicated in 2009...

...Tooraj Sadeghi; Kambiz Heidarzadeh Hanzaee Purpose This paper seeks to investigate the key factors underlying customer satisfaction with electronic banking services in an Islamic country, Iran. Design/methodology/approach The authors validate a measurement model for customer satisfaction...