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

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 custome...

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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/6488/1/24p%20BASHIR%20ABDULLAHI%20BABA.pdf http://eprints.uthm.edu.my/6488/2/BASHIR%20ABDULLAHI%20BABA%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6488/3/BASHIR%20ABDULLAHI%20BABA%20WATERMARK.pdf
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spelling	my-uthm-ep.64882022-02-06T21:15:18Z The influence of Islamic banking products’ features on customer satisfaction in Nigeria 2021-05 Abdullahi Baba, Bashir T Technology (General) HG1501-3550 Banking 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). 2021-05 Thesis http://eprints.uthm.edu.my/6488/ http://eprints.uthm.edu.my/6488/1/24p%20BASHIR%20ABDULLAHI%20BABA.pdf text en public http://eprints.uthm.edu.my/6488/2/BASHIR%20ABDULLAHI%20BABA%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/6488/3/BASHIR%20ABDULLAHI%20BABA%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	T Technology (General) HG1501-3550 Banking
spellingShingle	T Technology (General) HG1501-3550 Banking Abdullahi Baba, Bashir The influence of Islamic banking products’ features on customer satisfaction in Nigeria
description	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).
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Abdullahi Baba, Bashir
author_facet	Abdullahi Baba, Bashir
author_sort	Abdullahi Baba, Bashir
title	The influence of Islamic banking products’ features on customer satisfaction in Nigeria
title_short	The influence of Islamic banking products’ features on customer satisfaction in Nigeria
title_full	The influence of Islamic banking products’ features on customer satisfaction in Nigeria
title_fullStr	The influence of Islamic banking products’ features on customer satisfaction in Nigeria
title_full_unstemmed	The influence of Islamic banking products’ features on customer satisfaction in Nigeria
title_sort	influence of islamic banking products’ features on customer satisfaction in nigeria
granting_institution	Universiti Tun Hussein Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2021
url	http://eprints.uthm.edu.my/6488/1/24p%20BASHIR%20ABDULLAHI%20BABA.pdf http://eprints.uthm.edu.my/6488/2/BASHIR%20ABDULLAHI%20BABA%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/6488/3/BASHIR%20ABDULLAHI%20BABA%20WATERMARK.pdf
_version_	1747831071578259456

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

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