Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study

Investigating Islamic banks customer satisfaction and switching behaviour is imperative for the Islamic banking industry because it could assist in explaining the level of relationship between Islamic banks and their customers. Accordingly, the present study is aimed at examining customer satisfacti...

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Main Authors:	Abduh, Muhamad, Altwijry, Othman Ibrahim
Format:	Article
Language:	English
Published:	IIUM Institute of Islamic Banking and Finance 2013
Subjects:	BP173.75 Islam and economics HG1501 Banking
Online Access:	http://irep.iium.edu.my/35068/ http://irep.iium.edu.my/35068/ http://irep.iium.edu.my/35068/1/17-32-1-SM.pdf

id	iium-35068
recordtype	eprints
spelling	iium-350682014-01-29T03:44:31Z http://irep.iium.edu.my/35068/ Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study Abduh, Muhamad Altwijry, Othman Ibrahim BP173.75 Islam and economics HG1501 Banking Investigating Islamic banks customer satisfaction and switching behaviour is imperative for the Islamic banking industry because it could assist in explaining the level of relationship between Islamic banks and their customers. Accordingly, the present study is aimed at examining customer satisfaction and switching behaviour of Islamic banks’ customers for the case of Saudi Arabia. Data for this study is obtained through survey method that involves the distribution of questionnaire to about 216 Islamic banks’ customers in Saudi Arabia. Importance and performance analysis (IPA) method is employed to achieve the objective of this study. The finding of this study indicated that, internet banking, shariah compliance, confidentiality, bank’s type, accuracy of bank statement, new technology adoption, and front-line friendliness dimensions fall under the quadrant of “keep up the good work” with high level of performance and importance. In contrast, the attributes that are located in quadrant called “concentrate here” are ATM location, clarity in giving explanation, promptness in giving response, staff understanding on Islamic contracts, staff handling complaints and parking area. IIUM Institute of Islamic Banking and Finance 2013-09-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/35068/1/17-32-1-SM.pdf Abduh, Muhamad and Altwijry, Othman Ibrahim (2013) Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study. Journal of Islamic Finance, 2 (2). pp. 17-25. ISSN 2289-2117 (O), 2289-2109 (P) http://iium.edu.my/iiibf-journal/index.php/jif/article/view/17
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	BP173.75 Islam and economics HG1501 Banking
spellingShingle	BP173.75 Islam and economics HG1501 Banking Abduh, Muhamad Altwijry, Othman Ibrahim Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
description	Investigating Islamic banks customer satisfaction and switching behaviour is imperative for the Islamic banking industry because it could assist in explaining the level of relationship between Islamic banks and their customers. Accordingly, the present study is aimed at examining customer satisfaction and switching behaviour of Islamic banks’ customers for the case of Saudi Arabia. Data for this study is obtained through survey method that involves the distribution of questionnaire to about 216 Islamic banks’ customers in Saudi Arabia. Importance and performance analysis (IPA) method is employed to achieve the objective of this study. The finding of this study indicated that, internet banking, shariah compliance, confidentiality, bank’s type, accuracy of bank statement, new technology adoption, and front-line friendliness dimensions fall under the quadrant of “keep up the good work” with high level of performance and importance. In contrast, the attributes that are located in quadrant called “concentrate here” are ATM location, clarity in giving explanation, promptness in giving response, staff understanding on Islamic contracts, staff handling complaints and parking area.
format	Article
author	Abduh, Muhamad Altwijry, Othman Ibrahim
author_facet	Abduh, Muhamad Altwijry, Othman Ibrahim
author_sort	Abduh, Muhamad
title	Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
title_short	Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
title_full	Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
title_fullStr	Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
title_full_unstemmed	Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study
title_sort	customer satisfaction and switching behavior in saudi islamic banks: an exploratory study
publisher	IIUM Institute of Islamic Banking and Finance
publishDate	2013
url	http://irep.iium.edu.my/35068/ http://irep.iium.edu.my/35068/ http://irep.iium.edu.my/35068/1/17-32-1-SM.pdf
first_indexed	2023-09-18T20:50:23Z
last_indexed	2023-09-18T20:50:23Z
_version_	1777409954511060992

Customer satisfaction and switching behavior in Saudi Islamic banks: an exploratory study

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