The influence of Islamic banking products’ features on customer satisfaction in Nigeria

• Main Author: Abdullahi Baba, Bashir
• Format: Thesis
• Language: English; English; English
• Published: 2021
• Subjects: T Technology (General); HG1501-3550 Banking
• Online Access: http://eprints.uthm.edu.my/6488/

Islamic banking is important in today’s competitive banking markets. Research in Islamic banking worldwide is largely focused on how distinct is Islamic banking from the conventional banking. Attaining customer satisfaction becomes the target of every organisation but the way to achieving customer satisfaction seems too difficult or not possible as a result of many overarching factors. This research investigates the effect of Islamic bank products features on customer satisfaction using the Kano theory of customer satisfaction. The objectives of the study are to identify the Islamic banking products’ as they relate to customer satisfaction. To determine the level of customer satisfaction on Islamic banking products’ features, and to investigate the influence of the products’ features on customer satisfaction in Nigeria. Three research questions and four hypotheses were formulated to guide the study. The methodology employed was a quantitative approach using a questionnaire as an instrument for data collection. The target population for this study is the customers of Ja’iz bank Nigeria Plc the only Islamic bank in Nigeria. A convenient sampling method was adopted to draw the respondents from the customers of the Ja’iz bank Plc. in Northern Nigeria. Hence selfadministered questionnaire was used to gather the data. The survey findings were analyzed using the Statistical Package for Social Sciences (SPSS) version 23.0 and Partial Least Square-Structural Equation Modeling (PLS-SEM-3). The findings show that the constructs (Perceived quality, Cost, Convenience and Compliance) of Wadi’ah product were strong in determining the satisfaction of customers as they produced R 2 of 0.28, while Murabahah shows R 2 of 0.41, Mudarabah shows R 2 of 0.30 and Ijarah 2 shows R of 0.35 which means the constructs were moderate in determining customer satisfaction. Overall, the research found that customer satisfaction was affected by the products quality features as the model shown 46.8 per cent (R =0.468) of the variance. Thus, customers were moderately satisfied by the cost, perceived quality, convenience, and compliance with these products (Wadi’ah, Murabahah, Mudarabah, and Ijarah).