Digital Transformation as a Strategy to Strengthen the Quality of Islamic Banking Services: An Integrative Literature Review
DOI:
https://doi.org/10.63321/jifsb.v4i1.162Keywords:
Digital Transformation, Service Quality, Islamic BankingAbstract
Digital transformation has become a strategic agenda for Islamic banks as changing customer behavior requires fast, secure, accessible, and Sharia-compliant services. The study analyzes how digital transformation strengthens the quality of Islamic banking services, identifies implementation barriers, and develops a strategic framework for the development of digital services. An integrative literature review was conducted using 15 selected journal articles and two official documents published by the Indonesian Financial Services Authority between 2023 and 2025. Sources were selected based on their direct relevance to digital banking, service quality, customer experience, trust, efficiency, and Sharia compliance. Evidence was analyzed through extraction matrix analysis, thematic coding, cross-study comparison, and triangulation with industry policies. The synthesis identifies five mechanisms to strengthen service quality: improved accessibility and convenience, faster and more reliable transactions, stronger security and trust, integrated Sharia compliance, and broader service inclusion and personalization. These benefits do not arise automatically. Infrastructure gaps, limited digital literacy, cyber risks, inadequate human resource capabilities, and weak integration of Sharia supervision can reduce the quality of service and customer experience. The study provides an integrated framework that links digital service quality with Sharia governance and compliance. Islamic banks should manage digital transformation as a redesign of service models, rather than simply adding applications. This requires customer-centric design, layered security, transparent contracts, ongoing digital education, and Sharia oversight from the early stages of product development.
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