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This study aims to discuss the main points in the dimensions of the quality of the electronic services to be considered in the future to adapt to future transactions and how to benefit from them.

This study relies on the developments and to cope with them so that the banks and customers shift from dealing in the traditional way to the electronic method, which has become a cause of the gap in understanding customers for electronic banking use of the descriptive-analytical approach. A questionnaire was used as a source for collecting data and information about the study variables. It was distributed to three Jordanian banks, and the number of participants was 170. This study uses two primary sources for collecting data and information: secondary sources that relate to the theoretical aspect and preliminary sources related to the analytical aspect of the study subject.

The results showed that the impact of e-banking quality dimensions of the study (ease of use, time, confidentiality and security) was high, which required the bank to maintain its high levels and monitor them from time to time.

The value of this study comes from the following points: the relationship between the quality of electronic banking services and customer satisfaction; this study is one of the few field attempts in Jordan to assess the impact of the quality of electronic banking services on the satisfaction of customers in banks; this study provides new scientific results on the impact of the quality of electronic banking services on the satisfaction of customers in the Jordanian banks.

Technological advancements have catalyzed disruption in the banking sector. The impact of the metaverse on the banking sector is no exception. In view of this, the current paper aims to provide valuable insights into four key areas (i.e. corporate banking, retail banking, banking employees and public policy) that the metaverse could significantly disrupt.

Insights into four key areas of the banking sector that the metaverse could significantly impact were gathered from various invited contributors.

The invited contributors first introduce the association between their respective key areas with the metaverse. Subsequently, the opportunities and challenges relevant to the key areas were identified. Finally, future research agendas were proposed for the attention of all relevant stakeholders.

The metaverse's impact on key areas of the banking sector is discussed in this paper. Following the metaverse's potentially wide application in the banking sector, insights from the invited contributions offer great value to the relevant stakeholders.

Research on financial inclusion (FI) in Islamic countries has evolved and gained prominence. This study aims to construct an extensive multidimensional FI index to ascertain the level of inclusion and trends in the Middle East/North Africa (MENA) countries. Additionally, this study examines the potential role of Islamic finance in improving access to financial services.

Data for the study were collected from databases covering MENA countries for the period 2010–2020. An inclusion index has been constructed using the entropy method.

Key findings indicate that the overall FI has improved in Islamic countries. However, it should be noted that all MENA countries fall within the low or medium levels of the inclusion index. It was observed that insurance access and penetration savings were poor in the Islamic MENA countries.

The authors recommend that policymakers focus on insurance access and saving behaviour in their respective countries. Based upon these observations, policymakers should promote the economic benefits of Islamic finance, which will help improve FI and economic development in Islamic countries. This study emphasises the necessity of policy framework reform to provide Islamic financial services to the poorest in society at low or no cost for better economic benefits.

Most studies tend to overlook important indicators such as insurance, savings and credit penetration while calculating the index. These indicators add value to the existing literature. The majority of prior studies used United Nation Development Programme methodology or principal component analysis for Inclusion Index measurements. The adoption of the entropy weighting method is the novelty of this study.

This study aims to identify the critical factors that can explain the intention of customers to adopt mobile banking services (MBSs) in an emerging country like India. Further, this study analyzes the difference in mobile banking adoption between males and females.

This study uses a self-structured questionnaire to collect data on a sample of 143 respondents. On the contrary, qualitative research was conducted to test the reliability of results from the past literature by a hypothetical study.

This study identified four components, perceived ease of use, perceived usefulness, compatibility and perceived risk, using principal component analysis and confirmatory factor analysis, significantly influencing the intention to adopt MBS in India. However, the Chi-square test reflected a negligible percentage difference in MBS among males and females.

The findings of this study have significant implications for both bankers and practitioners, as they can redesign their strategies by incorporating the parameters suggested in the study for better market penetration in the mobile banking industry.

This paper provides visions into factors influencing the behavior of banking users toward adopting new technology in an emerging country like India. This study adds to the past literature by exploring the difference in the percentage of mobile banking usage based on gender.

The empirical study of factors related to digital transformation (DT) in the banking sector is still limited, even though the importance of the topic is universally evident. To bridge that gap, this paper aims to explore the role of digital leadership (DL), innovative culture (IC) and technostress inhibitors (TI) to support engagement for improved digital innovation (DI). Based on the literature, these variables are crucial aspects of digitalisation, even though there is no agreement on their conclusiveness.

This quantitative study tested a new conceptual model using survey data from five major banks in Libya. Partial least squares structural equation modelling was used to analyse the data from the 292 usable responses.

The results showed that DL and IC positively affect DI. Techno-work engagement (TE) mediated the relationship between leadership, culture and innovation. TI played a significant moderating role in leadership, culture and engagement relationships.

The research findings highlight critical issues about how leadership style and fostering organisational support in the banking sector can enhance DT. Leaders must demonstrate a commitment to long-term resource allocation to avoid possible negative effects from digital stress while pursuing DI through work engagement.

The study suggests that fostering organisational support can enhance DT in retail banks, potentially leading to improved customer experiences and increased access to financial services. These programs will help banks contribute to societal and economic development.

This timely study examines predictor mechanisms of innovation in retail banking that resonate within the restrictions of organisational and DI frameworks and the social exchange theory. Exploring the intervening effect of TE in the leadership, culture and innovation associations is unprecedented.

The present study aimed to provide an understanding of the roles of community-based financial service organizations (i.e. rotating savings and credit associations [ROSCAs] as institutional pillars in facilitating low-income, unbanked consumers’ access to informal financial services).

Semi-structured interviews were conducted with 39 low-income, unbanked consumers participating in ROSCAs in Pakistan, where only 21% of adults have a bank account and almost four out of five individuals live on a low income. The obtained data were analyzed using the thematic analysis technique.

ROSCAs’ regulatory, sociocultural and cognitive aspects facilitate low-income, unbanked consumers’ utilization of informal financial services owing to their approachability by, suitability for, and fairness to such consumers. Thus, they promote such consumers’ financial inclusion.

Low-income consumers are mostly unable to access formal financial services due to the existing supply- and demand-side impediments. Understanding ROSCAs’ institutional functioning can help formal financial service providers create more transformative financial services based on the positive institutional aspects of ROSCAs to enhance poor consumers’ financial inclusion and well-being.

The inclusion of low-income, unbanked consumers in formal banking services will help them better control their finances.

Many low-income, unbanked consumers in developing countries utilize informal financial services to meet their basic financial needs, but service researchers have rarely investigated how informal financial institutions function. The present study showed that ROSCAs, as informal institutions, meet low-income, unbanked consumers’ personal, social and financial needs in a befitting manner, which encourages such consumers to use the financial services offered by ROSCAs.

The study aims to present a systematic literature review (SLR) to understand the current status of research on social media usage among the bottom of the pyramid (BOP). The purpose of this study is to identify the research gaps in this domain and review future research agendas by using theory, context, characteristics and methods [TCCM] framework.

An SLR, keywords co-occurrence and TCCM analysis were used to analyse and synthesize insights from 44 studies gained from Web of Science and Scopus databases.

The findings suggest that the USA and India are popular contexts for studying BOP. The BOP population uses social media to gain utilitarian, hedonic and social values. Further, social media can help BOP explore “entrepreneurship” opportunities, value co-creation and bring innovations.

This study expands the intellectual boundaries of social media at BOP and suggests multidisciplinary research. Additionally, adopting novel theoretical lenses helped determine social media's impact on BOP.

The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines how recreational shopping consciousness influences the link between shopping values and consumers' shopping well-being.

The authors tested the proposed hypotheses using PLS-SEM. Based on data generated from 314 users through an e-survey, the study validated the research model. Further, the study examines how recreational shopping consciousness moderates the link between dimensions of shopping values and shopping well-being.

The findings show that except for social value, other shopping values influence consumers' shopping well-being, which subsequently influences their revisit intention and word-of-mouth. Moreover, the study also shows that recreational shopping consciousness significantly and positively moderates the relationship between dimensions of shopping values and shopping well-being.

The current study finds that playfulness contributes more to consumers' shopping well-being. Hence, it is imperative for managers to offer enjoyable elements in their e-retailing platforms so that consumers could enjoy navigating their websites. In addition, through metaphorical and sentimental appeals, managers could also use promotional messages that reflect the hedonistic lifestyles that consumers actually follow.

Utilizing the value-satisfaction-loyalty lens, this study is pioneering as it investigates the contribution of shopping values to the overall psychological and emotional state of individuals. As a novel research endeavor, this study sheds light on the intricate relationship between consumers' shopping values and their well-being in the realm of e-retail.

This study examines the Robo-Advisors (RA) based on Artificial Intelligence (AI), a new service that digitises and automates investment decisions in the financial and banking industries to provide low-cost and personalised financial advice. The RAs use objective algorithms to select portfolios, reduce behavioural biases, and improve transactions. They are inexpensive, accessible, and transparent platforms. Objective algorithms improve the believability of portfolio selection.

This study adopts a qualitative approach consisting of an exploratory examination of seven different RA case studies and analyses the RA platforms used in the banking industry.

The findings provide two different approaches to running a business that are appropriate for either fully automated or hybrid RAs through the realisation of two platform model frameworks. The research reveals that relying solely on algorithms and not including any services involving human interaction in a company model is inadequate to meet the requirements of customers in decision-making.

This study emphasises key robo-advisory features, such as investor profiling, asset allocation, investment strategies, portfolio rebalancing, and performance evaluation. These features provide managers and practitioners with new information on enhancing client satisfaction, improving services, and adjusting to dynamic market demands.

This study fills the research gap related to the analysis of RA platform models by providing a meticulous analysis of two different types of RAs, namely, fully automated and hybrid, which have not received adequate attention in the literature.

The transition in the Nigerian financial environment can be directly linked to digitalization as banks are racing to digital complexity. Historically in Nigeria, the utilization of digital operations by financial institutions is to reduce the burden of long queues in the banking hall and the pressure of carrying cash all the time. The goal of financial technology was to enable bank customers to use digitalized banking services. Hence, the purpose of this paper is to establish an empirical analysis evaluating the effect of service digitalization (internet banking, mobile banking, and automated teller machine) on bank competitiveness. Survey data were collected from 118 banks employees and hypothesized relationships were assessed through SMART-PLS structural equation modeling tool version 3.3.3. The study found a positive and significant impact of internet banking and automated machines on bank competitiveness. The findings also revealed that mobile banking has an insignificant effect on bank competition, although the outcome was positive. Overall, both the regulators and bankers should formulate and integrate their digitalized banking system by focusing on the attributes that are required for effective and safe digital-based banking.