Customers' Preference on Islamic Banking Products and Services: The Influence of Knowledge, Awareness and Satisfaction

  • Nik Aiman Nik Muhamad Universiti Teknologi MARA
  • Azmi Abdul Hamid Universiti Teknologi MARA
  • Hassan Bahrom Universiti Teknologi MARA
  • Mohd Nizal Haniff Universiti Teknologi MARA
  • Siti Khadijah Ab Manan Universiti Teknologi MARA
  • Rozainun Abdul Aziz Universiti Teknologi MARA

Abstract

This study examines the impact of knowledge, awareness and satisfaction in influencing customers’ preference on Islamic banking products and services. Lack of knowledge and awareness among the population hinders the prospect of expanding the Islamic banking business greater than its conventional counterpart. Misunderstanding on the Shariah contracts enfolds the users leads to confusion. A questionnaire survey among Islamic banking customers facilitates the study to substantiate the relationship amidst variables. The findings indicate that knowledge and awareness are significant in influencing the customers’ preference on products and services whereas satisfaction shows a negative relationship. This study offers informative data to Islamic banks in identifying the critical success factors that will improve their productivity and enhance the Islamic banks’ performance. This research is both critical and relevant in giving a clear explanation of the underlying concepts and values, current practices and future opportunities of Islamic products and services.Keywords: Islamic banking; Customer’s preference; knowledge; awareness; satisfaction
Published
Jun 30, 2013
How to Cite
NIK MUHAMAD, Nik Aiman et al. Customers' Preference on Islamic Banking Products and Services: The Influence of Knowledge, Awareness and Satisfaction. Management & Accounting Review (MAR), [S.l.], v. 12, n. 1, p. 1-23, june 2013. ISSN 2550-1895. Available at: <http://arionline.uitm.edu.my/ojs/index.php/MAR/article/view/195>. Date accessed: 01 dec. 2022. doi: http://dx.doi.org/10.24191/mar.v12i1.195.