Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria
Journal Title: Traektoriâ Nauki - Year 2018, Vol 4, Issue 6
Abstract
Islamic banking is essential in today’s competitive banking markets. Research in Islamic banking worldwide is focussed mainly on how distinct is Islamic banking from the conventional banking. This research aims at investigating the factors responsible for the satisfaction of Islamic banking customers. The study seeks to identify the Islamic banking products’ quality features as they relate to customer satisfaction, to examine the level of customer satisfaction on Islamic banking products’ in Nigeria. Three research questions and four hypotheses are formulated to guide the study. The methodology employed was a quantitative approach using a questionnaire as a tool for the collection of data. The respondents for this study are customers of Ja’iz bank Nigeria plc, the major Islamic bank in Nigeria. A convenient sampling technique was adopted to select the sample from the population (customers) of the Ja’iz bank plc. in Northern Nigeria. Hence self-administered questionnaire was chosen to gather the data. The data analysis was done using Statistical Package for Social Sciences (SPSS) version 23.0 and PLS-SEM 3. The results show that perceived quality of the products significantly influences customers satisfaction. It also indicates that there is a higher correlation between the cost of using the products and the level of customer satisfaction, that is to say, customers are very cost conscious as they would like to use the products at a lower cost than the current obtainable one. The customers also showed a higher level of convenience in using the Islamic banking products, and compliance score indicated that the customers are satisfied that Islamic bank in Nigeria is Shari’ah compliant. This result serves as a signal to service providers in knowing what type of the products customers enjoyed using, and which of the products needed improvement so as to provide customers with what they want most, in order for the banks to keep the existing customers intact and lure more potential customers, and to the policymakers, regulators and other relevant stakeholders to play their respective roles toward sustaining Islamic banking industry in Nigeria.
Authors and Affiliations
Bashir Baba, Shafie Mohamed Zabri, Ahmad Kaseri
Keywords
Related Articles
- EP ID EP301757
- DOI 10.22178/pos.35-4
- Views 83
- Downloads 0
Problems of Development of Ukrainian Trade Fleet [Проблематика розвитку українського торговельного флоту]
The article is devoted to the problems, hindering the development of Ukraine’s merchant fleet. The direction of the state policy, which should help in strengthening the position of Ukraine as a maritime state, creation o...
Оптимізація траєкторії польоту безпілотного літального апарату [Optimization of the Flight Path of an Unmanned Aerial Vehicle]
The article describes the features of optimizing the flight path of an unmanned aerial vehicle. The paper analyzes the composition and designation of main equipment and payload of unmanned aerial vehicle. In particular,...
Використання активних відеоігор у сфері фізичного виховання і спорту [The Use of Active Video Games in Physical Education and Sport]
Інформаційно-комунікаційні технології спричиняють і прискорюють процеси отримання і ви-роблення знань, сприяють модернізації освіти. Для підвищення ефективності сприйняття навчального матеріалу, пов’язаного з руховою дія...
Linguistic Peculiarities of Media Texts of Financial Sphere in the Social Media Space
The article is devoted to the linguistic peculiarities of media texts in the financial sphere focusing on the field of social media. Hereby we define two groups of lexical units that we are considering by media texts - c...
Сучасні підходи до фінансування університетської науки в Україні [Current Approaches to Funding University Science in Ukraine]
У статті здійснено аналіз впливу фінансового забезпечення розвитку університетської науки на економічне зростання та розвиток науки й економіки знань. За допомогою аналізу сучасних підходів до організації університетсько...