CONCEPTUAL FRAMEWORK OF ISLAMIC MOBILE BANKING USER LOYALTY: INTEGRATION OF ISLAMIC DIGITAL SERVICE QUALITY, CUSTOMER TRUST, AND PERCEPTION OF SHARIA COMPLIANCE

Abstract

Digital transformation has changed the pattern of public interaction with banking services, including in the Islamic banking sector, which increasingly relies on mobile banking as the primary means of customer transactions. This study aims to conceptually analyze the role of Islamic digital service quality, customer trust, and perceptions of Sharia compliance in shaping the loyalty of Islamic mobile banking users. This study uses a qualitative approach through a conceptual literature review, examining various previous studies, digital banking theories, and relevant Islamic economic principles. This approach was used to understand how the integration of digital technology innovation and Sharia values ​​can influence long-term relationships between customers and Sharia banking institutions. The study results indicate that the quality of digital technology, ease of use of applications, and transaction security systems are important factors in improving the user experience of Sharia mobile banking services. However, customer loyalty is not only shaped by the quality of technology alone but is also influenced by the level of trust in the banking institution and the perception of the consistency of the application of Sharia principles. Transparency, honesty, and a commitment to Islamic ethical values ​​are elements that strengthen emotional bonds and customer trust. Therefore, the development of Sharia mobile banking services requires integrating technological innovation with the consistent application of Sharia values ​​to create sustainable customer loyalty within the digital banking ecosystem.