Customer Satisfaction of Bank

Good Essays
International Research Journal of Finance and Economics
ISSN 1450-2887 Issue 94 (2012)
© EuroJournals Publishing, Inc. 2012 http://www.internationalresearchjournaloffinanceandeconomics.com Consumer Criteria for the Selection of an Islamic
Bank: Evidence from Pakistan
Muhammad Imtiaz Subhani
Iqra University Research Centre-IURC, Iqra University- IU
Defence View, Shaheed-e-Millat Road (Ext.)
Karachi-75500, Pakistan
E-mail: drsubhani@yahoo.co.uk
Tel: (92-21) 111-264-264 (Ext. 2010); Fax: (92-21) 35894806
Syed Akif Hasan
Office of Vice President, Iqra University- IU
Defence View, Shaheed-e-Millat Road (Ext.)
Karachi-75500, Pakistan
E-mail: hasandrakif@gmail.com
Tel: (92-21) 111-264-264 (Ext. 1513); Fax: (92-21) 35894806
Muhammad Fayzan Rafiq
Iqra University Research Centre-IURC, Iqra University- IU
Defence View, Shaheed-e-Millat Road (Ext.)
Karachi-75500, Pakistan
Tel: (92-21) 111-264-264 (Ext. 2010); Fax: (92-21) 35894806
Muhammad Nayaz
Iqra University Research Centre-IURC, Iqra University- IU
Defence View, Shaheed-e-Millat Road (Ext.)
Karachi-75500, Pakistan
E-mail: muhammadnayaz@yahoo.com
Tel: (92-21) 111-264-264 (Ext. 2010); Fax: (92-21) 35894806
Amber Osman
Iqra University Research Centre-IURC, Iqra University- IU
Defence View, Shaheed-e-Millat Road (Ext.)
Karachi-75500, Pakistan
E-mail: amber.osman@yahoo.com
Tel: (92-21) 111-264-264 (Ext. 2010); Fax: (92-21) 35894806
Abstract
Pakistan is a moderate Islamic country, and Karachi its Financial Hub. The Islamic banking industry has seen an enormous growth in the past ten years in the space of
Pakistan. This study is intended to observe the criteria of Islamic bank selection for the diversified consumers of Karachi, Pakistani. Ten factors which include Convenience,
Quality of services by banks, Religious motives of consumers , Availability of ATM,
International Research Journal of Finance and Economics - Issue 94 (2012) 115
Privacy & Confidentiality, Bank reputation &



References: [1] Abdul Halim, A. H., & Norizaton, A. M. (2001). A study on Islamic banking education and strategy for the new millennium: Malaysian experience [2] Ahmad, K., Dent, M. M., & Rustam, G. A. (2011). Brand preference in Islamic banking. [3] Ahmad, N., & Haron, S. (2002). Perceptions of Malaysian corporate customers towards Islamic banking products and services International Research Journal of Finance and Economics - Issue 94 (2012) 121 [4] Ahmad, N., Haron, S., & Planisek, S [5] Al-Ajmi, J., Al-Saleh, N., & Hussain, H. A. (2009). Clients of conventional and Islamic banks in Bahrain: How they choose which bank to patronize Economics, 36(11), 1086-1112. [6] Almossawi, M. (2001). Bank selection criteria employed by college students in Bahrain. [7] Amin, H., Abdul Rahman, A. R., Hwa, A. M., & Sondoh Jr, S. L. (2011). Determinants of customers’ intention to use Islamic personal financing: The case of Malaysian Islamic banks. [9] Awan, H. M., & Bukhari, K. S. (2011). Customer’s criteria for selecting an Islamic bank: evidence from Pakistan [10] Balachandher, K. G., Santha, V., Norhazlin, I., & Rajendra, P. (2000). Electronic Banking in Malaysia: A Note on Evolution of Services and Consumer Reactions [12] Bley, J., & Kuehn, K. (2004). Conventional versus Islamic finance: student knowledge and perception in the United Arab Emirates [13] Chong, B. S., & Liu, M.-H. (2009). Islamic banking: Interest-free or interest-based? Pacific- Basin Finance Journal, 17, 125-144. [14] Dusuk, A., & Abdullah, N. (2007). Why do Malaysian customers patronise Islamic banks? International Journal of Bank Marketing, 25(3), 142-60. [15] East, R. (1997). Consumer Behaviour: Advances and Applications in Marketing. London: Prentice Hall. [16] El-Bdour, R., Erol, C., & Kaynak, E. (1990). Conventional and Islamic banks: patronage behaviour of Jordanian customers [17] Erol, C., & El-Bdour, R. (1989). Attitudes, Behaviour, and Patronage Factors of Bank Customers towards Islamic Banks [18] Gerrard, P., & Cunningham, J. B. (1997). Islamic banking: a study in Singapore. International Journal of Bank Marketing, 15(6), 204-216. [19] Gerrard, P., & Cunningham, J. B. (2001). Singapore 's undergraduates: how they choose which bank to patronise [20] Hamid, A., & Masood, O. ( 2011). Selection criteria for Islamic home financing: a case study of Pakistan [21] Hassan, M. K., & Zaher, T. S. (2001). A Comparative Literature Survey of Islamic Finance and Banking [22] Henry, C. M., & Wilson, R. (2004). The politics of Islamic finance. Edinburgh: Edinburgh University Press. [23] Khan, A., & Khanna, T. (2010). Is faith a luxury for the rich? Examining the influence of religious beliefs on individual financial choices [25] Lee, K.-h., & Ullah, S. (2011). Customers’ attitude toward Islamic banking in Pakistan. 122 International Research Journal of Finance and Economics - Issue 94 (2012) [26] Lee, K.-h., & Ullah, S [27] Metawa, S. A., & Almossawi, M. (1998). Banking behavior of Islamic bank customers: perspectives and implications [28] Naser, K., Jamal, A., & Al-Khatib, K. (1999). Islamic banking: a study of customer satisfaction and preferences in Jordan [29] Ndubisi, N. O., & Guriting, P. (2006). Borneo online banking: evaluating customer perceptions and behavioural intention [30] Okumu, H. (2005). Interest-free banking in Turkey: a study of customer satisfaction and bank selection criteria [31] Poon, W.-C. (2008). Users ' adoption of e-banking services: the Malaysian perspective. Journal of Business & Industrial Marketing, 23, 59-69. [32] Ramayah, T., & Suki, M. (2006). Internet shopping acceptance: Examining the influence of intrinsic versus extrinsic motivations [33] Rashid, M., & Hassan, M. K. (2009). Customer Demographics Affecting Bank Selection Criteria,Preference, and Market Segmentation: Study on Domestic Islamic Banks in [34] Richens, M. (1983). Negative word-of-mouth by dissatisfied consumers: a pilot study. Journal of Marketing, 47, 68-78 . [35] Siddiqui, S. H. (2001). Islamic Banking: True Modes of Financing. New Horizon, 109, 15-20. [36] Taib, F. M., Ramayah, T., & Abdul Razak, D. (2008). Factors influencing intention to use diminishing partnership home financing [37] Worthington, S. (2005). Entering the market for financial services in transitional economies. [38] Yuserrie, Z., Noresma, J., & Ramayah, T. (2004). Perception of Islamic banking: does it differ among users and non users

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