Impact of Cloud Services and Services Quality on Competitive Service Quality of Islamic Banks: Moderating role of consumer e-learning

Introduction: The main aim of the current study is to explore the moderating impact of consumer e-learning on the relationship between cloud services, service quality, and competitive service quality in Islamic banks. With the growing reliance on digital banking and cloud technologies, understanding how e-learning can enhance the effectiveness of these services and improve consumer perception is crucial. The research focuses on examining these variables in the context of Islamic banking, where service quality is often directly linked to customer satisfaction and competitive advantage. Methods: To achieve the study's goal, data was collected from e-banking consumers using a structured survey. The researchers applied Structural Equation Modeling (SEM) using AMOS software to analyze the relationships between cloud services, service quality, and competitive service quality, while also examining the moderating role of consumer e-learning. The data sample was obtained from banking consumers in a single country, which may limit the generalizability of the findings. Results: The results of the study indicated that: Cloud services have a significant positive impact on competitive service quality, Service quality has a significant positive impact on competitive service quality, The study’s primary contribution was the confirmation of the moderating effect of consumer e-learning. E-learning in the context of consumer education was found to enhance the relationship between cloud services, service quality, and competitive service quality, making it a key factor for improving customer experiences. Conclusions: The study underscores the importance of consumer e-learning in enhancing the quality and competitiveness of cloud services in Islamic banks. However, certain limitations exist, such as the small sample size and the study being confined to only one country. To build on these findings, future research is recommended to include a larger sample size from diverse geographical regions and consider conducting longitudinal studies to assess the pre- and post-learning effects of consumer education on service quality and competitiveness.