International Journal of Bank Marketing · 1999 · 507 citations · 40 references
Customer SatisfactionIslamic EconomicsArabicIslamic StudyHospitality MarketingBusinessConsumer ResearchIslamic BankingGeneral BusinessIslamic Banking SystemIslamic BankIslamic FinanceMarketingConventional BanksRetail Banking
Islamic banking is expanding in Jordan and faces competition from both Islamic and conventional banks offering Shariah‑compliant services. The study evaluates Jordanian customers’ awareness and satisfaction with an Islamic bank. A survey of 206 respondents was conducted to gather data. Respondents reported moderate satisfaction with many facilities and products, but expressed dissatisfaction with certain services and, despite awareness of products such as Murabaha, Musharaka, and Mudaraba, rarely used them.
The Islamic banking system is gaining momentum. Many international conventional banks have started to open branches which operate in accordance with the Islamic Shariah principles in some Islamic countries. The Islamic banking system is expected to face strong competition not only from the Islamic banks but also from well‐established conventional banks offering Islamic products and services. In this study, an attempt is made to assess the degree of customer awareness and satisfaction towards an Islamic bank in Jordan. A sample 206 respondents took part in this study. The analysis of their responses revealed a certain degree of satisfaction of many of the Islamic banks facilities and products. The respondents expressed their dissatisfaction with some of the Islamic banks services. Although the respondents indicated that they are aware of a number of specific Islamic financial products like Murabaha Musharaka and Mudaraba, they show that they do not deal with them.
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