Islamic banking: a study of customer satisfaction and preferences in Jordan

Islamic banking: a study of customer satisfaction and preferences in Jordan The Islamic banking system is gaining momentum. Many international conventional banks have started to open branches which operate in accordance with the Islamic Shariah principles in some Islamic countries. The Islamic banking system is expected to face strong competition not only from the Islamic banks but also from well‐established conventional banks offering Islamic products and services. In this study, an attempt is made to assess the degree of customer awareness and satisfaction towards an Islamic bank in Jordan. A sample 206 respondents took part in this study. The analysis of their responses revealed a certain degree of satisfaction of many of the Islamic banks facilities and products. The respondents expressed their dissatisfaction with some of the Islamic banks services. Although the respondents indicated that they are aware of a number of specific Islamic financial products like Murabaha Musharaka and Mudaraba, they show that they do not deal with them. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Islamic banking: a study of customer satisfaction and preferences in Jordan

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Publisher
Emerald Publishing
Copyright
Copyright © 1999 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652329910269275
Publisher site
See Article on Publisher Site

Abstract

The Islamic banking system is gaining momentum. Many international conventional banks have started to open branches which operate in accordance with the Islamic Shariah principles in some Islamic countries. The Islamic banking system is expected to face strong competition not only from the Islamic banks but also from well‐established conventional banks offering Islamic products and services. In this study, an attempt is made to assess the degree of customer awareness and satisfaction towards an Islamic bank in Jordan. A sample 206 respondents took part in this study. The analysis of their responses revealed a certain degree of satisfaction of many of the Islamic banks facilities and products. The respondents expressed their dissatisfaction with some of the Islamic banks services. Although the respondents indicated that they are aware of a number of specific Islamic financial products like Murabaha Musharaka and Mudaraba, they show that they do not deal with them.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Jun 1, 1999

Keywords: Banking; Customer requirements; Customer satisfaction; Islam; Jordan; Services marketing

References

  • Islamic banking: a study in Singapore
    Gerrard, P; Cunningham, J.B
  • The effects of free banking on overall satisfaction: the use of automated teller machines
    Goode, M.; Moutinho, L
  • Structural equation modelling of overall satisfaction and full use of services for ATMs
    Goode, M; Moutinho, L; Charles, C.
  • Services Marketing
    Lovelock, C
  • Strategic marketing management: the case of Islamic banks
    Naser, K; Moutinho, L.
  • Bank patronage factors of Muslim and non‐Muslim customers
    Sudin, H; Norafifah, A; Planisek, L
  • Services Marketing
    Zeithaml, V.A; Bitner, M.J

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