The influence of Islamic banking products’ features on customer satisfaction in Nigeria
Islamic banking is important in today’s competitive banking markets. Research in Islamic banking worldwide is largely focused on how distinct is Islamic banking from the conventional banking. Attaining customer satisfaction becomes the target of every organisation but the way to achieving custome...
| Main Author: | |
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2021
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| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/6488/1/24p%20BASHIR%20ABDULLAHI%20BABA.pdf http://eprints.uthm.edu.my/6488/2/BASHIR%20ABDULLAHI%20BABA%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6488/3/BASHIR%20ABDULLAHI%20BABA%20WATERMARK.pdf |
| Summary: | Islamic banking is important in today’s competitive banking markets. Research in
Islamic banking worldwide is largely focused on how distinct is Islamic banking from
the conventional banking. Attaining customer satisfaction becomes the target of every
organisation but the way to achieving customer satisfaction seems too difficult or not
possible as a result of many overarching factors. This research investigates the effect
of Islamic bank products features on customer satisfaction using the Kano theory of
customer satisfaction. The objectives of the study are to identify the Islamic banking
products’ as they relate to customer satisfaction. To determine the level of customer
satisfaction on Islamic banking products’ features, and to investigate the influence of
the products’ features on customer satisfaction in Nigeria. Three research questions
and four hypotheses were formulated to guide the study. The methodology employed
was a quantitative approach using a questionnaire as an instrument for data collection.
The target population for this study is the customers of Ja’iz bank Nigeria Plc the only
Islamic bank in Nigeria. A convenient sampling method was adopted to draw the
respondents from the customers of the Ja’iz bank Plc. in Northern Nigeria. Hence selfadministered
questionnaire was used to gather the data. The survey findings were
analyzed using the Statistical Package for Social Sciences (SPSS) version 23.0 and
Partial Least Square-Structural Equation Modeling (PLS-SEM-3). The findings show
that the constructs (Perceived quality, Cost, Convenience and Compliance) of Wadi’ah
product were strong in determining the satisfaction of customers as they produced R
2
of 0.28, while Murabahah shows R
2
of 0.41, Mudarabah shows R
2
of 0.30 and Ijarah
2
shows R
of 0.35 which means the constructs were moderate in determining customer
satisfaction. Overall, the research found that customer satisfaction was affected by the
products quality features as the model shown 46.8 per cent (R
=0.468) of the variance.
Thus, customers were moderately satisfied by the cost, perceived quality, convenience,
and compliance with these products (Wadi’ah, Murabahah, Mudarabah, and Ijarah). |
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