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Title: Customer satisfaction and awareness of Islamic banking system in Ampara
Authors: Roshan, A.M.F.
Jahufer, A.
Keywords: Islamic banking
Customer satisfaction
Conventional banking
Issue Date: 29-Nov-2018
Publisher: Faculty of Islamic Studies and Arabic Language, South Eastern University of Sri Lanka.
Citation: 5th International Symposium. 29 November 2018. Faculty of Islamic Studies and Arabic Language, South Eastern University of Sri Lanka, Oluvil, Sri Lanka, pp. 503-512..
Abstract: The idea of Islamic banking is not a new one. The popularity of Islamic banking is growing day by day in various Islamic and non-Islamic countries. The conventional banking industry is a well-established competitor for the Islamic banking industry. Now for this rivalry, Islamic banking industry must consider their customer's approach, satisfaction and awareness level towards it. In this descriptive research study, a sample of Islamic bank account users from different regions of Ampara was studied, to analyze the customer's satisfaction, awareness level towards the Islamic banking industry and to investigate the relationship between the satisfaction, awareness of customers and different demographic variables. A total of 130 customers’ data were collected and required statistical analyses were performed using SPSS software. The study results exposed that the trend of the customer in the sense of age, the majority of the customer are in the age of 21 to 40 years and only 30% of the customers were educated in undergraduate and postgraduate levels. And also most of the customers were of the middle-income level. 57% of them have an account in other conventional banks also. The results recommend that overall Islamic banking system customers are mostly satisfied with the Islamic banking services been provided to them and the banking efficiency in their transactions. There is high possible in the victory of the Islamic banking industry if the Islamic banking industry spread out their network with customer demanded product.
ISBN: 978-955-627-135-5
Appears in Collections:5th International Symposium of FIA-2018

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