Abstract
This study investigates the banking behaviour of Islamic bank customers in the United Arab Emirates. The study sample comprised 320 customers. A comprehensive profile analysis and ANOVA analysis with multiple comparisons using Scheffe test were conducted to reveal key characteristics and patterns. The
majority of Islamic bank customers are well educated; approximately 66 per cent are between 25-50 years of age; more than 39 per cent of the surveyed customers have maintained their current banking relationship with Islamic banks for 4 years or more; customers’ awareness and usage rates are quite high
for current accounts, savings accounts, automated teller machines (ATM), and specially ordered banks statements (SOBS) and; customers were found to be most satisfied with the products/services they use most, with ATM, receiving the highest satisfaction score; Islamic bank employees received the highest
satisfaction score among the elements of the service delivery system; the two most important bank selection criteria were adherence to the Islamic principles, followed by the rate of return.
majority of Islamic bank customers are well educated; approximately 66 per cent are between 25-50 years of age; more than 39 per cent of the surveyed customers have maintained their current banking relationship with Islamic banks for 4 years or more; customers’ awareness and usage rates are quite high
for current accounts, savings accounts, automated teller machines (ATM), and specially ordered banks statements (SOBS) and; customers were found to be most satisfied with the products/services they use most, with ATM, receiving the highest satisfaction score; Islamic bank employees received the highest
satisfaction score among the elements of the service delivery system; the two most important bank selection criteria were adherence to the Islamic principles, followed by the rate of return.
Original language | English |
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Pages (from-to) | 191-213 |
Number of pages | 23 |
Journal | International Journal of Business Research |
Volume | 5 |
Issue number | 2 |
Publication status | Published - 2006 |
Externally published | Yes |
Keywords
- Islamic banks
- service selection criteria
- banking behaviour
- consumer behavior