This website uses cookies to ensure you have the best experience. Learn more

Proposal Of Customer Satisfaction In Islamic Banking

2800 words - 12 pages


1.1 The Introductory Paragraph
Islamic banking refers to a system of banking that complies with Islamic law also known as Shariah law. The underlying principles that govern Islamic banking are mutual risk and profit sharing between parties, the assurance of fairness for all and that transaction are based on an underlying business activity or asset. The Islamic banking system has gained momentum worldwide. There are now 16 Islamic banks and financial institution operating in Malaysia. The popularity of the Islamic banking system is not limited to the Islamic bank only. The conventional system also interested in Islamic banking system For instance, CIMB has ...view middle of the document...

As competition in financial services industry, all the banks need to understand the customer satisfaction in their product and service. Service quality and product quality are important elements in determining customer satisfaction. In this context, quality is the key factor of consumer’s ability to select the products and services that provide a closer match to his or her needs and desires.

1.2 Problem Statement
When competition and banks start to offer more or less similar product and service, customer’s satisfaction can influence the loyalty of customer toward Islamic banking. It is importance to assess the degree of customer satisfaction and loyalty towards Islamic bank.

1.3 The Objective of The Study
Specially, this study aims to achieve the following objectives:
1) To assess the degree of customer satisfaction towards service quality.
2) To determine the effects of quality product on customer satisfaction.
3) To measure customer satisfaction influence loyalty toward Islamic banking.

1.4 The Research Questions
1) How is the influence of service quality on customer satisfaction and loyalty of various aspects of an Islamic banking?
2) How is the influence of quality product on customer satisfaction and loyalty on Islamic banking?
3) How customer satisfactions influence their loyalty toward Islamic banking?

1.5 The Research Hypothesis
Research Question 1:
How is the influence of service quality on customer satisfaction and loyalty of various aspects of an Islamic banking?
H1: The service quality has a significant influence on the degree of customer’s satisfaction.
Research Question 2:
How is the influence of quality product on customer satisfaction and loyalty on Islamic banking?
H2: The quality of product that launched out significant influence the customers’ choices.
Research Question 3:
How customer satisfactions influence their loyalty toward Islamic banking?
H3: Customer satisfaction has a significant influence on customer loyalty.

1.6 The Significance of the Study
This study would provide a clear sense on the customer satisfaction and preference towards the Islamic banking and directly influence the loyalty of the customers to the Islamic bank. From the study, the factors that may influence a customer’s choice can be identified. Among the respondents that have different level of education, it can be more clearly to identify that whether the Islamic banking famous among them and what level of knowledge that they have about the Islamic banking. Thus, this study is focus on the customer satisfaction and preference since it is important to keep the loyalty of a customer to a bank.


2.1 A sample of literature review
Customers in Islamic banks seriously consider whether the bank complies with Shari’ah principles in all its banking activities (Ahmad &Haron, 2002; Metawa & Al mossawi, 1998). It is suggested that, in order to gain a competitive position in...

Other Papers Like Proposal of Customer Satisfaction in Islamic Banking

“ Losing Customer Through Customer Satisfaction Survey - a Study of Missing Elements in Customer Satisfaction”

3763 words - 16 pages afterward make an insightful, educated evaluation of whether it is something worth contributing time, cash and human assets in. (Taylor, 1995) The Customer Satisfaction Survey is a tool which majority of the organizations use to gain feedback with respect to the products or services they offer, Customer Satisfaction Survey can do wonders for the organization since it provides them the specific areas to target to improve their operations or quality of

Islamic Banking System in Bangladesh Essay

3190 words - 13 pages AMERICAN INTERNATIONAL UNIVERSITY BANGLADESH A Report submitted in partial fulfillment of the degree of Bachelor in Business Administration (BBA) REPORT TOPIC: Islamic Banking System in Bangladesh Course name: INTRO. TO BEHAVIORAL SCIENCE Section: F (BBA) Course Instructor: MOHAMMAD MOSTOFA JAMAN Faculty of Business Administration Department of BBA American International University-Bangladesh Group Members Name and ID: 1

Customer Satisfaction in Commercial Bank

1563 words - 7 pages report on “Customer Satisfaction: A Study on Standard Chartered Bank, which I have prepared based on my learning from twelve -week organizational attachment. I have tried my best to utilize the opportunity of working as an intern in a well reputed private commercial bank like Standard Chartered Bank. In this report I have tried to measure the customer satisfaction. This report includes a short overview of general banking activities, measuring

Factors Affecting the Customer Satisfaction in E

5302 words - 22 pages FACTORS AFFECTING THE CUSTOMER SATISFACTION IN E-BANKING: SOME EVIDENCES FORM INDIAN BANKS Abstract This study evaluates major factors (i.e. service quality, brand perception and perceived value) affecting on customers’satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers’ survey. For

Customer Satisfaction in 1004 Bbva's Branch

3697 words - 15 pages concept for banks. The staff at retail banking is always trying to increase customer loyalty, and sometimes this can only be achieved at the expense of keeping their promises. Responsiveness The responsiveness dimension focuses on the willingness of staff to help customers and provide prompt service to customers such as quick service, professionalism in handling and recovering from mistakes (Zeithaml et al., 1988). The overall satisfaction

Adoption Of Internet Banking And Customer Behaviour

608 words - 3 pages Adoption of Internet Banking and customer behavior The financial service industry plays very important role in the development of any country especially in country like India where service industry is contributing app. 48% of overall GDP And also financial sector is growing at the rate of 8.02% (according to SBI). By knowing such a huge importance of banking industry in India, it is very important to monitor and access new development in the

Determinants of Retail Customer Satisfaction: a Study of Organized Retail Outlets in Ernakulum, Kerala


Service Quality And Customer Satisfaction In Pharmacy Industry

6141 words - 25 pages : INTRODUCTION Services quality and customer satisfaction have been for over a decade two important topics both for the academic world and for the researches in the field of marketing. The attention directed to these two concepts, services quality and customer satisfaction is mainly due to the harsh competition among private companies. The key to the competitive advantage is to deliver high-quality services, services that in exchange will generate the

Social and Emotional Intelligence in Regards to Customer Satisfaction

1004 words - 5 pages Abstract In this paper I have examined social and emotional intelligence in the Customer Service area. Customer Service is a big part of having a successful business and I found it interesting to put them all in the same paper and study what they all have in common. Customer Service in accordance to Giese and Coat (2002) is hard to define due to all the varying definitions of satisfaction. However, they say that the response comes at a

A Study on Customer Satisfaction in Hotel Indusatry

568 words - 3 pages Service Questionnaire Dear respondent: ------------------------------------------------- The following questionnaire conducts a study of customer satisfaction and retention in the hospitality industry in China. And all the information gathered from you will be treated confidentially. Lastly, thanks for spending your time on filling this survey. Part 1: Demographics Types of customer: 1. What is your age group? 21-30 years old

A Research Proposal on Mpact of Rural Banking on Farmers in Bangladesh

4007 words - 17 pages A RESEARCH PROPOSAL ON IMPACT OF RURAL BANKING ON RURAL FARMERS IN BANGLADESH (Md. ibrahim kholilullah,Agricultural Economics and Business Studies, sylhet Agricultural University,Bangladesh; phone: 01718996557) INTRODUCTION: Bangladesh is an agro-based country, essentially are endeavoring for rapid development of the country. More or less 80 percent people directly or in directly depend on agriculture for their occupation .But it

Related Essays

Research Proposal Of Customer Satisfaction Essay

2522 words - 11 pages Chapter-1 Introduction Background Banking sector in Nepal is facing a rapidly changing market. This is also known as the late effect of world financial crisis. In addition, the impact of the economic problems and financial crisis among the financial institutions creates a great challenge for the overall banking sectors. At this situation aiming for the customer satisfaction is the most challenging task for banks. Through the satisfied

Banking Service And Customer Satisfaction Essay

5778 words - 24 pages BANKING SERVICES AND CUSTOMER'S SATISFACTION IN QATAR: A STATISTICAL ANALYSIS* Khalid Al-Sulaiti Abdullah Al-Khulaifi Fawzi AI-Khatib College of Business and Economics Qatar University ABSTRACT The main objectives of this study are to evaluate bank customer expectations of service quality and to assess whether bank services provided by these institutions are satisfactory to Qatari customers. The study also examines empirically the

Research Proposal On Customer Satisfaction Essay

906 words - 4 pages Customer Satisfaction in Banking Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort

Prospect Of Islamic Banking In Bd

6394 words - 26 pages , 998.00 million in 2011. Proceedings of 3rd Asia-Pacific Business Research Conference 25 - 26 February 2013, Kuala Lumpur, Malaysia, ISBN: 978-1-922069-19-1 5 Comparison between Islamic & Conventional Banking system and challenges Now-a-days Islamic banking plays an important role in the whole economic system of the country. Due to its operations based on the interest free banking, it does achieve popularity among the customer. Though Islamic