A study on customer's satisfaction and awareness level towards the IBI in Pakistan
Keywords:
Islamic banking, customer satisfaction, awareness, dissatisfaction, Kruskal-Wallis, conventional banking.Abstract
The concept of Islamic banking is not new. Islamic banking is very easily getting recognition in the financial
market. The conventional banking industry is a well established rival for the Islamic banking industry (IBI).
Now for this competition, IBI must consider their customer's approach, satisfaction and awareness level
towards it. This study analyzes the customer's satisfaction and awareness level towards the IBI. It further
investigates the relationship between different demographic variables and the satisfaction and awareness
of customers. A sample of 156 respondents from different cities of Pakistan was selected. For the analysis,
the Kruskal-Wallis one-way ANOVA was adopted to check the relationship between demographic variables
and satisfaction and awareness. The respondents expressed their satisfaction to some of the services and
expressed dissatisfaction with few. Customers indicate that they are aware of different products but do not
adopt these products.
