نوع مقاله : مقاله پژوهشی
نویسندگان
1 مدیریت،علوم انسانی،دانشگاه ازاد واحد زنجان،زنجان ، ایران
2 دانشگاه آزاد اسلامی واحد زنجان
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
With the development of digital banking and the emphasis on Sharia principles, the present study aims to identify the indicators influencing user interaction with Islamic banking services in the context of software and digital media. This research adopts a qualitative approach using the grounded theory method. Data were collected through semi‑structured interviews with 20 selected users of Islamic digital banking systems, employing purposive–snowball sampling. The data were analyzed in three stages of coding with the aid of MAXQDA software, and the ranking of indicators was conducted using a fuzzy approach. The findings revealed that ease of use, security and confidentiality of information, trust, compliance with Sharia principles, software quality, and the reduction of in‑person visits were among the most significant components of a positive user experience. The highest priority was given to ease of use and information security. Moreover, barriers such as software malfunctions and intrusive advertisements were found to contribute to negative user experiences. Based on the research results, Islamic banks should, in addition to enhancing the security and efficiency of their systems, focus on user education, Sharia‑based transparency, and the expansion of remote services. Implementing these measures can increase customer satisfaction and loyalty, thereby boosting the market share of Islamic banks.
کلیدواژهها [English]
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