The widespread use of digital technologies and the current pandemic (COVID) have fueled the need and call for digital transformation in the banking sector. Although this has various benefits, it is a disruption to the norm to which a bank customer has to become accustomed. This variance means...

Purpose: Based upon an extended SERVQUAL model, this paper attempts tocontribute to the Islamic banking literature by examining the impact of digitalization,as a service quality dimension, on customer satisfaction. Design/methodology/approach: Two dimensions, i.e., digitalization andcompliance,...