ENHANCING INTERNET NETWORK INFRASTRUCTURE IN NIGERIAN ISLAMIC BANKS: A CONCEPTUAL REVIEW OF STRATEGIES FOR IMPROVED CUSTOMER SATISFACTION

Abstract

In the digital era, robust internet network infrastructure is fundamental to delivering efficient and satisfactory banking services. This paper presents a conceptual literature review exploring the intersection of internet infrastructure development and customer satisfaction within Nigerian Islamic banking. Despite the steady growth of Islamic financial institutions, the sector continues to face significant technological and infrastructural challenges that undermine service quality and customer experience. Drawing upon established frameworks such as the DeLone and McLean Information Systems Success Model and SERVQUAL, the study identifies how improvements in internet reliability, speed, accessibility, and security can enhance digital service quality and customer satisfaction. A conceptual model is proposed to link infrastructure quality, service delivery, and Shariah compliance to customer outcomes. The review reveals that customer satisfaction in Nigerian Islamic banks is highly dependent on the quality of internet infrastructure and the integration of Shariah-compliant digital practices. Sustainable improvement requires both technical and ethical alignment in service delivery. As such, Islamic banks should establish service-level agreements (SLAs) with multiple internet providers to ensure redundancy and reliability; strengthen cybersecurity measures in compliance with Shariah ethical standards; and collaborate with regulators such as the NCC and NITDA to expand affordable broadband access, especially in underserved areas.