Customer Acceptance of Banking Services via Smart Applications in Islamic Banks A Case Study of Al-Nouran Bank, Misrata

Abstract

This study aims to measure the extent of customer acceptance of banking services provided through smart applications in Libyan Islamic banks, with a focus on Al-Nouran Bank, Misrata Branch, as an applied case. The importance of the study stems from the growing reliance on financial technology and the development of digital services in the banking sector, which necessitate understanding customer behavior and their tendencies toward these services, particularly within an Islamic banking environment.

The study adopted the descriptive-analytical approach, and data were collected through a questionnaire distributed to a sample of the bank’s customers. A total of 50 valid questionnaires were retrieved and analyzed using a statistical software package. The study examined several dimensions, including ease of use, security, trust, service quality, and the role of demographic characteristics in influencing acceptance levels.

The results indicated that there is a moderate to high level of customer acceptance of using smart applications, with factors such as trust and ease of use having a positive and statistically significant impact on acceptance levels. Meanwhile, some demographic variables, such as age and gender, showed no clear influence. The study recommends enhancing awareness of the importance of these applications, improving the user interface, and developing available services in line with the principles of Islamic banking.