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25.5.11

Banking Behavior of Islamic Bank Customers: Perspectives and Implications

Banking Behavior of Islamic Bank Customers: Perspectives and Implications
Saad A. Metawa, Associate Professor of Finance, University of Bahrain
Mohammed Almossawi, Assistant Professor of Marketing, University of Bahrain

Abstract: "Describes a study designed to investigate the banking behavior of Islamic bank customers in the state of Bahrain. The study sample comprised 300 customers. A comprehensive profile analysis and a series of chi-square tests were conducted to reveal key characteristics and patterns: the majority of Islamic bank customers are well educated; approximately 80 per cent are between 25-50 years of age; more than 50 per cent of the surveyed customers have maintained their current banking relationship with Islamic banks for more than six years; customers’ awareness and usage rates are quite high for savings accounts, current accounts, investment accounts and automated teller machines; customers were found to be most satisfied with the products/services they use most, with the investment accounts receiving the highest satisfaction score; Islamic bank employees received the highest satisfaction score among the elements of the service delivery system; the two most important bank selection criteria were adherence to the Islamic principles, followed by the rate of return."
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