scholarly journals Customer Satisfaction Level in Islamic Banking and conventional Banking (A Case of Pakistan)

2016 ◽  
Vol 3 (1) ◽  
pp. 9-20
Author(s):  
Rafi Ullah ◽  
Mehwish Iftikhar ◽  
Muhammad Umer Shahid ◽  
Muhammad Hamza Shahab
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Research Study ◽  
Banking System ◽  
Internet Banking ◽  
Islamic Banking ◽  
Satisfaction Level ◽  
Privacy And Security ◽  
Number Of Factors ◽  
Conventional Banks

The main purpose of this research study was to identify the level of customer’s satisfaction by using the products and services of both Islamic and conventional banks in Pakistan. Furthermore, this research study determined the customer’s satisfaction level in banking in terms of; internet banking, management interaction and the banking environment, service quality in term of SERVQUAL model, ATM facilities, privacy and security The main objective of the study was to investigate the following main points.(1) Customer`s satisfaction level in Islamic and conventional banks. (2) Why customers prefer to choose Islamic banking system in Pakistan? (3) Why customers prefer to choose conventional banking system in Pakistan? It is therefore, a critical literature has been carried out which investigated the real factors through which customer satisfaction take place in banking sector. The closed ended questionnaire has been used in this research study in order to collect research data. To analyze the collected data, cross tabulations and charts have also been used which showed the satisfaction level of the customers of Islamic and conventional banks and also to differentiate between the participant`s responses of Islamic and conventional banks. A large number of factors have been observed from the research study analysis which illustrated that, in Pakistan, customers are more satisfied from the products and services of conventional banks rather than that of Islamic banks. However, in Pakistan, the customer satisfaction in all financial institutions is not as good as according to the standard. In addition, the banking sector is trying to improve all of their products and services and want to make them according to the international standard. But due to various factors such as; the political instability and religious norms, the banking sector is still far behind.

Does the tag “Islamic” help in customer satisfaction in dual banking sector?

2019 ◽  
Vol 10 (1) ◽  
pp. 138-149 ◽  
Author(s):  
Fayaz Ahmad Lone ◽  
Ulfat Rashid Bhat
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Content Type ◽  
Level Of Satisfaction ◽  
Alternative Approach ◽  
Future Strategy ◽  
Conventional Banks

Purpose The purpose of this paper is to find out the importance of the tag “Islamic” in the title of banks. This will help to determine the future strategy of Islamic banks, while expanding to the countries where Islamic banking is seen as a religious banking and not an as an alternative approach to the conventional banking. Design/methodology/approach Adopting convenience sampling, a total of 596 customers of both Islamic and conventional banks were surveyed from four regions of Saudi Arabia (Makkah, Madinah, Riyadh and Dammam) using a self-structured questionnaire on a five-point Likert scale. Findings The results concede that Islamic banks without the tag “Islamic” and conventional banks have same customer satisfaction. There are some factors other than the tag “Islamic” which are driving customers towards Islamic banking. Those factors include physical aspects of the bank, level of satisfaction with the services, dealing and attendance by the staff and safety and security of the bank. Besides, the application of fundamental principles of Islamic banking works as a key motivation for customer satisfaction with Islamic banking. Practical implications Applying the tag “Islamic” is not as important as implementing the principles of Islamic banking. Islamic banks can survive and compete well even without using the “Islamic” tag if they implement the prime principles of Islamic banking and work on improving the factors highlighted by this study. This study can prove to be helpful in the expansion of Islamic banking in the countries where religious banking is not generally preferred by customers. Originality/value This is the first study to find out the customer satisfaction in a dual banking system (comprising of conventional banks and Islamic banks that do not use the tag “Islamic”), thereby filling the existing gap in the Islamic banking literature.

Challenges Faced in Full Establishment of Islamic Banking System in Nigeria

2017 ◽  
Vol 1 (1) ◽  
pp. 1-6 ◽  
Author(s):  
Zainab Idris
Keyword(s):  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Investment Opportunity ◽  
Huge Number ◽  
Foreign Investors ◽  
Banking And Finance ◽  
Conventional Banks ◽  
Infant Stage ◽  
Made In

Islamic banking in Nigeria is still at its infant stage and surrounded by a lot of challenges and set bank. It is important to note that despite the huge number of Muslims population in the country, little progress has been made in ensuring its full take off and operationalization. The paper there examines the challenges Islamic banking is faced with in Nigeria. Through review of past studies, the paper the paper identify factors like; Problem of Competition with dominant conventional banks, Problem of Competition with dominant conventional banks, Double taxation and others as the major challenges of Islamic banking in Nigeria. However the paper, the paper recommends that Islamic banking and finance in Nigeria offers a huge investment opportunity for both domestic and foreign investors what is most needed to achieve this, is for all stakeholders to collaborate in a way that a structured, functional and sustainable Islamic banking model will be formulated and communicated widely so as to gain general acceptability. Furthermore, the paper will serve as a guide to investors by pointing the problems the Islamic banking sector is facing in Nigeria.

scholarly journals A Comparison between Islamic Banking and Conventional Banking Sector in Pakistan

2012 ◽  
Vol 4 (4) ◽  
pp. 195-204 ◽  
Author(s):  
Abdul Hafeez Quresh ◽  
Kashif Ur Rehman .
Keyword(s):  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Test Tool ◽  
Financial Benefits ◽  
The World ◽  
Banking Structure ◽  
And Performance ◽  
Conventional Banks ◽  
Marketing Approach

The Islamic banking system is attaining enormous development. Several modern international conventional banks were also enchanting significant concern and starting Islamic banking branches in their organizations, which work in compliance with the specific Islamic Shariah principles in a number of states of Pakistan. The Islamic banking structure is bizarrely facing gigantic contest by the Islamic banking sector all over the world as well as from the well-known International commercial banks that hold out services and products of IB. It is an attempt for exploration and investigation of the extensive and essential factors, which persuade consumers to choose the Islamic banking or conventional banking and the function of demographic features, which track consumers to the assortment of IB or CB in Pakistan. Sample of 341 respondents has been used in this study mainly focused on non-probability convenience test tool. Pre-institute 5 point likert survey instrument ranging from 5 to 1 was applied to gather data. The conclusion reveals that there are countless factors other than religious perception like employee and customer interactions, convenience, reputation, financial benefits & services, and technology, which are fundamental for the consumers for the assortment of Islamic or conventional banking. The demographic characteristics of the respondents also have a significant impact. The authors expect that the crux of this study will explore new ways for the Islamic banking system to emphasis on specific emerging factors to enhance the efficiency and performance of the Islamic banking system in Pakistan. There will be enormous advantage for executives of IBs & CBs in developing marketing approach.

scholarly journals ISSUES OF FORMING PERSONNEL CAPACITY IN THE CONTEXT OF THE DEVELOPMENT OF THE ISLAMIC BANKING SECTOR IN THE REPUBLIC OF TAJIKISTAN

2020 ◽  
pp. 127-132
Author(s):  
Sh. S. Sharipov
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Banking System ◽  
Training System ◽  
Islamic Finance ◽  
Islamic Banking ◽  
Personnel Training ◽  
Banking Services ◽  
The Republic

The issues of forming personnel capacity in the Republic of Tajikistan, in the context of the launch of the first Bank providing services in accordance with the principles of Islamic Finance have been considered. For the purpose of a comprehensive assessment of the situation, the experience of individual countries in this area of activity, as well as the experience of previous research, ware studied. Conclusions about the state and prospects of development of the Islamic banking system in the current conditions, as well as a description of a number of measures, the implementation of which will ensure the acceleration of formation of the necessary personnel capacity in the Republic of Tajikistan have been given. In particular, the proposed measures address the issues of creating a competitive personnel training system, improving the quality of banking services provided and customer satisfaction.

scholarly journals Factors Influencing Adoption of Islamic Banking: A Study from Pakistan

2014 ◽  
Vol 4 (3) ◽  
pp. 352 ◽  
Author(s):  
Nain Tara ◽  
Madiha Irshad ◽  
Muhammad Rizwan Khan ◽  
Mahwish Yamin ◽  
Muhammad Rizwan
Keyword(s):  
Market Share ◽  
Rural Areas ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Muslim Community ◽  
Customer Perception ◽  
Islamic Bank ◽  
Factors Influencing ◽  
Conventional Banks

Islamic banking system was initiated in Pakistan nearly three decades back in 1980 by SBP, through restructuring banking rules and ordinance i.e., it imposed alterations in operations of conventional banks. The first full-fledge Islamic Bank was granted incorporation certificate in 2001. However, the Islamic banking (IB) still seemed to have comparatively low market share. Therefore, the main objective of this study is to scrutinize the awareness, religious perception, and preferences in terms of reputation and networking on IB, of Pakistani community. Hence, a survey was conducted based on 150 respondents, representing Muslim community from metropolitan as well as rural areas, all over the country. Results revealed that there is a significant perceived adoption criteria regarding Islamic Banking. Criteria include factors of importance, starting from the most significant, Awareness regarding financial teachings of Islam, Reputation, Networking and Religion. Thus, the results would be worthwhile for the Islamic banking sector in comprehending the customer perception and preferences regarding IB, and to stimulate it strategically, and for the concerned authorities, in promoting specific regulations and policies that complement the market share of IB.

scholarly journals Satisfactions of Islamic Banks’ Costumers: The Case of Turkey

2013 ◽  
Author(s):  
Bengül Gülümser Kaytancı ◽  
Etem Hakan Ergeç ◽  
Metin Toprak
Keyword(s):  
Customer Satisfaction ◽  
Banking Sector ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Major Goal ◽  
Distinctive Features ◽  
Islamic Bank ◽  
Conventional Banks ◽  
High Level

Despite differences in the principles by which they operate between the participation (Islamic) and conventional banks, there is no huge difference between the products and the services provided by these banks. The distinctive features of the participation banks, compliance with the Islamic precepts, are not the only way for these banks to appeal to the customers. For this reason, customer satisfaction is an important element in the banking sector. The major goal of this study is to analyze the level of awareness and satisfaction among the customers of the participation banks. This study which uses the data compiled through the surveys held in Eskişehir with the participation of 500 Islamic bank customers reveals findings that suggest that most of the customers are satisfied with the products and services by the participation banks and that they have high level of awareness on the Islamic banking products.

scholarly journals Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model

2019 ◽  
Vol 7 (4) ◽  
pp. 379-396
Author(s):  
Mohsin Shahzad ◽  
Muhammad Shaukat Malik ◽  
Muhammad Irfan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Competitive Edge ◽  
Quality Product ◽  
Levels Of Service

The preservation of desired levels of service quality, product quality and awareness is domineering for firms to stay competitive. Islamic banking system of Pakistan is more growing and become popular that provide the products with the premises of Sharia compliance, but there is problem in this sector is lack of knowledge about the products. Findings relay on data collected through surveys of 300 customers of south Punjab Islamic banking sector. Through the respondent’s opinions, our study revealed that service quality and product quality have significantly relationship with customer satisfaction and loyalty. There is shortage of familiarity about Islamic banking products to the customers and this caused to low satisfaction. Proper information is highly required in this sector to create patronize customers. More findings exposed that customer satisfaction positively indicates to customer loyalty and by using the Andrew Hayes method religiosity only moderates between service quality and customer satisfaction because religiosity is not the sole factor to satisfy the customers without proper information system about products. To maintain the competitive edge there is highly required proper brochures system in every branch with easily access to the customers for more convenience.

scholarly journals Awareness, Understanding, and Usage of Islamic Banking Products and Services: A Case of Customers' Satisfaction Towards Islamic Banking in Pakistan

2020 ◽  
Vol 7 ◽  
pp. 1-1
Author(s):  
Rab Nawaz Lodhi
Keyword(s):  
Banking System ◽  
Sampling Technique ◽  
Target Population ◽  
Positive Influence ◽  
Future Research ◽  
Islamic Banking ◽  
Satisfaction Level ◽  
Islamic Banks ◽  
Innovative Strategies ◽  
Conventional Banks

The Islamic banking sectors in Pakistan are experiencing a challenging phase of progress due to intense competition with conventional banks. The primary purpose of this study is to articulate the literature of Islamic banking in Pakistan by investigating the influence of the level of awareness, understanding and usage of Islamic banking products and services on the satisfaction level of its account holders. For achieving this objective, a sample of 400 respondents is chosen through purposive sampling technique from the target population from Islamic banks in Pakistan. The calculated results of PLS-SEM Bootstrapping and SPSS revealed a significant and positive influence of the awareness and understanding level of account holders of Islamic banks on their satisfaction levels. However, the Islamic bank usage by account holders has no impact on their satisfaction level due to the provision of less innovative products and services as compared to conventional banks. This study thus enhances the literature regarding the aforementioned aspects of customer satisfaction. It simultaneously draws an attention to the area that is suitable for the prosperity and progress of the Islamic banking system of Pakistan. The results of this study also give valuable information and helpful guidelines for Islamic banks to formulate innovative strategies of products and promotional policies to retain and attract potential customers. Though this study is broadening the scope of Islamic banking literature, it is not considering the scenario of conventional banks. Islamic banks can manage and enjoy the competitive edge if similar information about conventional banking is available for comparison purposes, which provides the scope of study in future research.

A Study on Customer Satisfaction on Commercial Banks in Theni District

2018 ◽  
Vol 5 (2) ◽  
pp. 41
Author(s):  
G. Pooranam ◽  
K. Nandhini
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Commercial Banks ◽  
Banking System ◽  
Modern State ◽  
Satisfaction Level ◽  
Important Place ◽  
Study Find ◽  
Modern Economy ◽  
Economic Objective

Banks play a very important role in the economic development of every modern state and country. Banks operate at the heart of the modern economy. Today’s Business is continually looking for ways to achieve a competitive advantage. Banks essentially are a social organization which rendering financial services to subserve socio-economic objective of the society. Banking system occupies an important place in nation’s economy. In this study, find out the customer satisfaction level of the Commercial banks in Theni District.

scholarly journals Analysis of The Influence of Liquidity, Credit and Operational Risk, in Indonesian Islamic Bank’s Financing for The Period 2007-2013

2015 ◽  
Vol 17 (3) ◽  
pp. 279 ◽  
Author(s):  
Ousmane Diallo ◽  
Tettet Fitrijanti ◽  
Nanny Dewi Tanzil
Keyword(s):  
Credit Risk ◽  
Causal Relationship ◽  
Risk Sharing ◽  
Banking Sector ◽  
Panel Data Analysis ◽  
Banking System ◽  
Liquidity Risk ◽  
Operational Risk ◽  
Islamic Banking ◽  
Islamic Bank

The purpose of this paper is to analyze the influence of credit, liquidity and operational risks in six Indonesian’s islamic banking financing products namely mudharabah, musyarakah, murabahah, istishna, ijarah and qardh, in order to try to discover whether or not Indonesian islamic banking is based on the “risk-sharing” system. This paper relies on a fixed effect model test based on the panel data analysis method, focusing on the period from 2007 to 2013. The research is an exploratory and descriptive study of all the Indonesian islamic banks that were operating in 2013. The results of this study show that the Islamic banking system in Indonesia truly has banking products based on “risk-sharing.” We found out that credit, operational and liquidity risks as a whole, have significant influence on mudarabah, musyarakah, murabahah, istishna, ijarah and qardh based financing. There is a correlation between the credit risk and mudarabah based financing, and no causal relationship between the credit risk and musharaka, murabahah, ijarah, istishna and qardh based financing. There is also correlation between the operational risk and mudarabah and murabahah based financing, and no causal relationship between the operational risk and musharaka, istishna, ijarah and qardh based financing. There is correlation between the liquidity risk and istishna based financing, and no causal relationship between the liquidity risk and musharaka, mudarabah, murabahah, ijarah and qardh based financing. A major implication of this study is the fact that there is no causal relationship between the credit risk and musharakah based financing, which is the mode of financing where the islamic bank shares the risk with its clients, but there is an influence of credit risk toward mudarabah mode financing, a financing mode where the Islamic bank bears all the risk. These findings can lead us to conclude that the Indonesian Islamic banking sector is based on the “risk sharing” system.

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