Banking behaviour and Islamic bank customers: Some evidence from UAE banks

Ahmed El-Masry, Abdelaziz Hassan

Research output: Contribution to journalArticle

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.
Original languageEnglish
Pages (from-to)191-213
Number of pages23
JournalInternational Journal of Business Research
Volume5
Issue number2
Publication statusPublished - 2006
Externally publishedYes

Keywords

  • Islamic banks
  • service selection criteria
  • banking behaviour
  • consumer behavior

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