This document summarizes a research study on customer satisfaction and bank selection criteria among different demographic groups of customers of Islami Bank Bangladesh Ltd (IBBL). The study found that customers of all demographic segments (gender, marital status, age, income, education, religion) reported being mostly satisfied with IBBL. Customer satisfaction levels did not significantly vary between demographic groups. The top two bank selection criteria for IBBL customers were "compliance with Islamic principles" and "corporate efficiency" such as fast service and experienced management. The study aimed to help IBBL understand customer segments and formulate competitive strategies.
The document discusses several theories of first language acquisition:
1) Behaviourism views language as learned through stimulus-response and imitation, though it does not explain why all humans acquire language while other species do not.
2) The cognitive approach sees innate cognitive abilities as influencing language learning beyond just environmental factors. Piaget's stages of development also related to language acquisition.
3) The nativist approach, proposed by Chomsky, argues humans are born with an innate language acquisition device and universal grammar containing basic language structures. This explains consistent language acquisition across environments.
4) While each theory provides some insights, the document concludes that both innate and environmental factors likely influence language acquisition in a gradual process,
The document provides an overview of key components that should be included in a business plan and marketing plan. It discusses that a business plan is a roadmap for a business that describes its products or services, operations, leadership, financing, and other details. A marketing plan is a blueprint that outlines specific actions to attract customers and persuade them to buy a product or service. Key sections of a marketing plan include an executive summary, business description, target market analysis, unique selling proposition, competition analysis, distribution plan, objectives, action plan, and budget.
At the end of this lecture, you should be able to:
- Define taxation and taxes.
- Enumerate and explain the three inherent powers of the state.
- Describe different internal revenue taxes.
- Explain the different characteristics of taxes.
- Describe the nature of taxation in the Philippines
PDQ of Group 3 for ENTREP Class.
The group observed several Turon vendors and decided on what new product we can create on base on what these vendors are currently doing.
This document discusses child labor in the Philippines. It defines child labor as the illegal employment of children under 18 in hazardous work. About 2.06 million children in the Philippines work in fields like agriculture, mining, and factories. Poverty and lack of economic opportunities, failures in education, and cultural factors contribute to child labor. The legal framework around child labor in the Philippines has evolved over time through various acts and conventions to protect child workers. Strategies are still needed to address the ongoing problem of child labor in the country.
The document discusses the legal bases and importance of parental involvement in schools according to Philippine law. It outlines the duties and rights of parents based on Batas Pambansa 232, including helping achieve educational objectives, enabling children to obtain education, and cooperating with school programs. The importance of parental involvement is to improve academic achievement, create a positive school culture, and teach lifelong learning. Parental involvement includes supporting education and showing interest in children. Effective involvement requires participation in school events, meetings, and home learning activities.
The document discusses several theories of first language acquisition:
1) Behaviourism views language as learned through stimulus-response and imitation, though it does not explain why all humans acquire language while other species do not.
2) The cognitive approach sees innate cognitive abilities as influencing language learning beyond just environmental factors. Piaget's stages of development also related to language acquisition.
3) The nativist approach, proposed by Chomsky, argues humans are born with an innate language acquisition device and universal grammar containing basic language structures. This explains consistent language acquisition across environments.
4) While each theory provides some insights, the document concludes that both innate and environmental factors likely influence language acquisition in a gradual process,
The document provides an overview of key components that should be included in a business plan and marketing plan. It discusses that a business plan is a roadmap for a business that describes its products or services, operations, leadership, financing, and other details. A marketing plan is a blueprint that outlines specific actions to attract customers and persuade them to buy a product or service. Key sections of a marketing plan include an executive summary, business description, target market analysis, unique selling proposition, competition analysis, distribution plan, objectives, action plan, and budget.
At the end of this lecture, you should be able to:
- Define taxation and taxes.
- Enumerate and explain the three inherent powers of the state.
- Describe different internal revenue taxes.
- Explain the different characteristics of taxes.
- Describe the nature of taxation in the Philippines
PDQ of Group 3 for ENTREP Class.
The group observed several Turon vendors and decided on what new product we can create on base on what these vendors are currently doing.
This document discusses child labor in the Philippines. It defines child labor as the illegal employment of children under 18 in hazardous work. About 2.06 million children in the Philippines work in fields like agriculture, mining, and factories. Poverty and lack of economic opportunities, failures in education, and cultural factors contribute to child labor. The legal framework around child labor in the Philippines has evolved over time through various acts and conventions to protect child workers. Strategies are still needed to address the ongoing problem of child labor in the country.
The document discusses the legal bases and importance of parental involvement in schools according to Philippine law. It outlines the duties and rights of parents based on Batas Pambansa 232, including helping achieve educational objectives, enabling children to obtain education, and cooperating with school programs. The importance of parental involvement is to improve academic achievement, create a positive school culture, and teach lifelong learning. Parental involvement includes supporting education and showing interest in children. Effective involvement requires participation in school events, meetings, and home learning activities.
The Filipino family typically consists of a husband, wife, and children, and can be extended to include grandparents, aunts, uncles, and cousins. Filipino families exhibit strong family closeness and emphasize family values such as respect (paggalang), getting along with others (pakikisama), gratitude (utang na loob), and prioritizing family (pagpapahalaga sa pamilya). Filipino families also adhere to traditions surrounding home customs, religious symbols, and superstitions about luck.
The document discusses the key principles of taxation according to Philippine law. It defines taxation as the enforced proportional contributions from people and property levied by the sovereign state to support the government and public needs. The main points are:
1) Taxation is justified based on the necessity theory, that government needs funds to operate, and the benefit-protection theory, that citizens pay taxes in exchange for benefits of organized society.
2) The legislative body has broad powers to determine what is taxed, tax rates, and collection methods, provided it is for a public purpose.
3) Taxes are a personal obligation and corporations' tax debts cannot be enforced against stockholders, with some exceptions.
4)
This document outlines general principles of taxation, including definitions of key tax-related terms. It defines taxes as enforced contributions levied by governments to support public needs. Taxes have several elements, including being enforced contributions paid in money that are proportionate and levied for public purposes like infrastructure and social services. The document also distinguishes different types of taxes based on criteria like the subject being taxed, who bears the burden, how the amount is determined, the purpose, and more. It provides examples to illustrate different tax classifications.
This document outlines various national taxes imposed in the Philippines, including income tax, estate tax, value-added tax, excise taxes, customs duties, and other taxes. It provides details on income tax rates and calculations, defining terms like gross income, taxable income, deductions, exemptions, and who is required to file an income tax return.
ICT played a vital role in important events in Philippine history such as the EDSA People Power Revolution and recent protests. During EDSA I in 1986, radio was used as a communication technology to spread information beyond the reign of Ferdinand Marcos. The Million People March in 2013 against the pork barrel scam saw Filipinos express anger on social media like Facebook and Twitter. ICT also enabled communication during disasters like through the Yolanda People Finder website during Typhoon Haiyan in 2013.
Let us remember the key steps to make a tarpapel:
1. Create a new Microsoft Publisher document of size 20 inches by 16 inches
2. Insert an image or text and resize it
3. Set the printer preference as the final step
4. Print the tarpapel and enjoy using it for teaching
The students from Buga National High School's Animal Production class went on a field trip to the Research Station for Philippine Native Chicken located in Leon. The station's caretaker, Mr. Froilan Cabarles, gave the students a tour of the facilities including the feed milling area, chicken housings, and breeding area. The students observed the chickens and learned about the station's operations from water sourcing to housing costs. The tour provided the students with hands-on experience to further their knowledge of poultry production.
The document discusses key aspects of the 1987 Philippine Constitution and the Comprehensive Agrarian Reform Program (CARP) established under it. CARP aims to redistribute agricultural lands to landless farmers and farmworkers to improve social justice and equity. It covers over 10 million hectares of land to be distributed to over 3 million beneficiaries over 10 years. The Department of Agrarian Reform is the lead agency responsible for land redistribution and providing support services to farmer-beneficiaries.
This document provides information on productivity tools and advanced application techniques in Microsoft Office applications like Word, Excel, and PowerPoint. It discusses features like mail merge and label generation in Word, complex calculations and functions in Excel, and animation, hyperlinks, and embedded data in PowerPoint. The document demonstrates how to insert and format illustrations, integrate charts and tables, use advanced formulas and keyboard shortcuts, and apply timing and animation effects in presentations. Overall, the document aims to teach advanced productivity techniques for creating professional documents, spreadsheets, and slideshows using Microsoft Office.
Jollibee is a Filipino-owned company that was founded by Tony Tan Caktiong and his family. They begin as an Ice Cream Parlor which later grew into an emerging global brand.
More than 1 million students with disabilities were denied access to public schools in the US by the mid-20th century. Jean Marc Gaspard Itard is considered the father of special education, as he was the first to educate a "wild child" in France in the early 1800s, helping to prove those with disabilities could learn. His student Edouard Seguin brought these techniques to the US in 1848. Major laws such as the Education for All Handicapped Children Act of 1973 and the Americans with Disabilities Act of 1990 ensured equal access to education and non-discrimination for those with disabilities.
ICT as Platform for Change - Empowerment TechnologiesMark Jhon Oxillo
The document discusses the role of information and communication technologies (ICT) in advocacy and social change. It provides examples from the Philippines of how social media and ICT were used during protests like the People Power Revolution and Million People March to organize large numbers of people and raise awareness of issues. The document also discusses concepts like digital citizenship, the global digital divide, and how social media can empower citizens in developing countries by giving them a platform to voice their concerns and perspectives.
Government revenues that support public educational institutions come from taxes like income tax and business taxes, as well as non-tax sources like fees, fines, donations, and voluntary contributions. Private schools are funded through tuition fees, donations, investments, and subsidies from the government. The law provides for national funding of public schools and allows local governments and private schools to collect fees to improve facilities and accommodate more students. It also allows private and public schools to accept donations as long as the funds go toward classrooms, laboratories, libraries and not salaries or personal benefits.
The document discusses various topics related to products and services, including:
- Definitions of products, goods, services and experiences. Products satisfy needs and wants.
- Classification of consumer and industrial products. Consumer products are for personal use and classified by purchase patterns. Industrial products are for business use.
- Levels of products including core benefits, actual products, and augmented products.
- Product mix dimensions of width, length, depth and consistency.
- Types of product decisions around product lines, branding, packaging and labeling. Strong brands create loyalty and value. Packaging and labels identify and promote products.
- Nature of services being intangible, inseparable from the provider, and
A business plan outlines a business venture's future activity and strategy. It brings together key elements like products/services, costs, sales, and profits. Investors look for how well a team thinks, is detailed, understands the market size and competitive advantages, and plans for growth. A business plan typically includes sections on executive summary, marketing, operations, and financial projections to communicate the business idea.
1. Henry Sy built his business from humble beginnings, starting with a shoe store and growing it into the large SM mall chain across Asia.
2. Tony Tan Caktiong transformed a struggling ice cream parlor into the popular Jollibee fast food franchise with fried chicken and other Filipino favorites.
3. John Gokongwei Jr. overcame financial difficulties and built his business from importing goods to establishing successful companies like Universal Robina Corporation and Cebu Pacific airline.
ICT Project for Social Change - Empowerment TechnologiesMark Jhon Oxillo
The document provides guidance on developing an effective concept paper to propose an ICT project for social change. It explains that a concept paper convinces potential funders that a product, program or service is worth supporting. The document outlines the five key elements of a concept paper: introduction, purpose, description, support and contact information. It also provides a sample concept paper template and example. Finally, it describes an activity for students to work in groups to create their own concept paper for a social campaign and corresponding Facebook page.
Nature and purposes of of online platforms and applicationswylljie
This kind of slide will show you the nature and purposes of of online platforms and applications which will guide you to know and discover things from the said topic.
Region XII, also known as SOCCSKSARGEN, is located in central Mindanao in the Philippines. The region gets its name from an acronym of the four provinces and one city it contains - South Cotabato, Cotabato, Sultan Kudarat, Sarangani, and General Santos City. The region has a population of over 4 million people comprised of Christians, Muslims, and other groups. The main industries are agriculture, fishing, and cottage industries. Major crops include pineapple, corn, coconut, and banana.
1. The Philippine taxation system taxes aliens on income from sources within the Philippines regardless of residency status.
2. The tax year is January 1st to December 31st. Income taxes for nonresident aliens range from 5-32% for those engaged in trade/business to 15-25% for those not engaged in trade/business or who are executives of special entities.
3. Fringe benefits provided to managerial/supervisory employees are subject to a 32% fringe benefits tax calculated on the monetary value of benefits. Expatriates working in the Philippines for a definite period are generally considered nonresidents engaged in trade/business.
Analyzing the Attitude of Customers towards Islamic Banking and Conventional ...iosrjce
Bangladesh is a country where both Islamic and conventional banks contribute to the economic
development. Although relatively new in Bangladesh and contributing to a small portion of the banking sector,
Islamic banks have played a pivotal role in improving the banking sector by providing services which are more
based on the beliefs of the Muslims. This study aims to compare the attitude of Islamic and conventional banks’
customers towards various aspects of banking in order to identify which bank has better performance in
customer’s perspective. To develop this descriptive study a total of 250 customers were interviewed. A
structured questionnaire consisting of 18 questions incorporated in 6 categories were used. The study reveals
that Islamic banks precede conventional banks on all factors. The study will help not only conventional banks
but also Islamic banks to understand in which sectors they need to focus to develop more positive attitude in the
minds of the customers.
This document discusses a study on customer satisfaction with Islamic banks in Pakistan. It begins by providing background on the origins and growth of Islamic banking principles. The purpose of the study is then stated as focusing on factors influencing customer satisfaction with Islamic banks in Pakistan, including service quality, products, customer care, financial benefits, competition, religion, and reputation. The methodology of the study involved a survey of 120 customers in various Pakistani cities. The findings showed a positive relationship between the factors studied and customer satisfaction, though there remains less awareness of Islamic banking products. The limitations included a small sample size and less overall awareness, though Islamic banking is growing due to its prohibition of interest in the predominantly Muslim country.
The Filipino family typically consists of a husband, wife, and children, and can be extended to include grandparents, aunts, uncles, and cousins. Filipino families exhibit strong family closeness and emphasize family values such as respect (paggalang), getting along with others (pakikisama), gratitude (utang na loob), and prioritizing family (pagpapahalaga sa pamilya). Filipino families also adhere to traditions surrounding home customs, religious symbols, and superstitions about luck.
The document discusses the key principles of taxation according to Philippine law. It defines taxation as the enforced proportional contributions from people and property levied by the sovereign state to support the government and public needs. The main points are:
1) Taxation is justified based on the necessity theory, that government needs funds to operate, and the benefit-protection theory, that citizens pay taxes in exchange for benefits of organized society.
2) The legislative body has broad powers to determine what is taxed, tax rates, and collection methods, provided it is for a public purpose.
3) Taxes are a personal obligation and corporations' tax debts cannot be enforced against stockholders, with some exceptions.
4)
This document outlines general principles of taxation, including definitions of key tax-related terms. It defines taxes as enforced contributions levied by governments to support public needs. Taxes have several elements, including being enforced contributions paid in money that are proportionate and levied for public purposes like infrastructure and social services. The document also distinguishes different types of taxes based on criteria like the subject being taxed, who bears the burden, how the amount is determined, the purpose, and more. It provides examples to illustrate different tax classifications.
This document outlines various national taxes imposed in the Philippines, including income tax, estate tax, value-added tax, excise taxes, customs duties, and other taxes. It provides details on income tax rates and calculations, defining terms like gross income, taxable income, deductions, exemptions, and who is required to file an income tax return.
ICT played a vital role in important events in Philippine history such as the EDSA People Power Revolution and recent protests. During EDSA I in 1986, radio was used as a communication technology to spread information beyond the reign of Ferdinand Marcos. The Million People March in 2013 against the pork barrel scam saw Filipinos express anger on social media like Facebook and Twitter. ICT also enabled communication during disasters like through the Yolanda People Finder website during Typhoon Haiyan in 2013.
Let us remember the key steps to make a tarpapel:
1. Create a new Microsoft Publisher document of size 20 inches by 16 inches
2. Insert an image or text and resize it
3. Set the printer preference as the final step
4. Print the tarpapel and enjoy using it for teaching
The students from Buga National High School's Animal Production class went on a field trip to the Research Station for Philippine Native Chicken located in Leon. The station's caretaker, Mr. Froilan Cabarles, gave the students a tour of the facilities including the feed milling area, chicken housings, and breeding area. The students observed the chickens and learned about the station's operations from water sourcing to housing costs. The tour provided the students with hands-on experience to further their knowledge of poultry production.
The document discusses key aspects of the 1987 Philippine Constitution and the Comprehensive Agrarian Reform Program (CARP) established under it. CARP aims to redistribute agricultural lands to landless farmers and farmworkers to improve social justice and equity. It covers over 10 million hectares of land to be distributed to over 3 million beneficiaries over 10 years. The Department of Agrarian Reform is the lead agency responsible for land redistribution and providing support services to farmer-beneficiaries.
This document provides information on productivity tools and advanced application techniques in Microsoft Office applications like Word, Excel, and PowerPoint. It discusses features like mail merge and label generation in Word, complex calculations and functions in Excel, and animation, hyperlinks, and embedded data in PowerPoint. The document demonstrates how to insert and format illustrations, integrate charts and tables, use advanced formulas and keyboard shortcuts, and apply timing and animation effects in presentations. Overall, the document aims to teach advanced productivity techniques for creating professional documents, spreadsheets, and slideshows using Microsoft Office.
Jollibee is a Filipino-owned company that was founded by Tony Tan Caktiong and his family. They begin as an Ice Cream Parlor which later grew into an emerging global brand.
More than 1 million students with disabilities were denied access to public schools in the US by the mid-20th century. Jean Marc Gaspard Itard is considered the father of special education, as he was the first to educate a "wild child" in France in the early 1800s, helping to prove those with disabilities could learn. His student Edouard Seguin brought these techniques to the US in 1848. Major laws such as the Education for All Handicapped Children Act of 1973 and the Americans with Disabilities Act of 1990 ensured equal access to education and non-discrimination for those with disabilities.
ICT as Platform for Change - Empowerment TechnologiesMark Jhon Oxillo
The document discusses the role of information and communication technologies (ICT) in advocacy and social change. It provides examples from the Philippines of how social media and ICT were used during protests like the People Power Revolution and Million People March to organize large numbers of people and raise awareness of issues. The document also discusses concepts like digital citizenship, the global digital divide, and how social media can empower citizens in developing countries by giving them a platform to voice their concerns and perspectives.
Government revenues that support public educational institutions come from taxes like income tax and business taxes, as well as non-tax sources like fees, fines, donations, and voluntary contributions. Private schools are funded through tuition fees, donations, investments, and subsidies from the government. The law provides for national funding of public schools and allows local governments and private schools to collect fees to improve facilities and accommodate more students. It also allows private and public schools to accept donations as long as the funds go toward classrooms, laboratories, libraries and not salaries or personal benefits.
The document discusses various topics related to products and services, including:
- Definitions of products, goods, services and experiences. Products satisfy needs and wants.
- Classification of consumer and industrial products. Consumer products are for personal use and classified by purchase patterns. Industrial products are for business use.
- Levels of products including core benefits, actual products, and augmented products.
- Product mix dimensions of width, length, depth and consistency.
- Types of product decisions around product lines, branding, packaging and labeling. Strong brands create loyalty and value. Packaging and labels identify and promote products.
- Nature of services being intangible, inseparable from the provider, and
A business plan outlines a business venture's future activity and strategy. It brings together key elements like products/services, costs, sales, and profits. Investors look for how well a team thinks, is detailed, understands the market size and competitive advantages, and plans for growth. A business plan typically includes sections on executive summary, marketing, operations, and financial projections to communicate the business idea.
1. Henry Sy built his business from humble beginnings, starting with a shoe store and growing it into the large SM mall chain across Asia.
2. Tony Tan Caktiong transformed a struggling ice cream parlor into the popular Jollibee fast food franchise with fried chicken and other Filipino favorites.
3. John Gokongwei Jr. overcame financial difficulties and built his business from importing goods to establishing successful companies like Universal Robina Corporation and Cebu Pacific airline.
ICT Project for Social Change - Empowerment TechnologiesMark Jhon Oxillo
The document provides guidance on developing an effective concept paper to propose an ICT project for social change. It explains that a concept paper convinces potential funders that a product, program or service is worth supporting. The document outlines the five key elements of a concept paper: introduction, purpose, description, support and contact information. It also provides a sample concept paper template and example. Finally, it describes an activity for students to work in groups to create their own concept paper for a social campaign and corresponding Facebook page.
Nature and purposes of of online platforms and applicationswylljie
This kind of slide will show you the nature and purposes of of online platforms and applications which will guide you to know and discover things from the said topic.
Region XII, also known as SOCCSKSARGEN, is located in central Mindanao in the Philippines. The region gets its name from an acronym of the four provinces and one city it contains - South Cotabato, Cotabato, Sultan Kudarat, Sarangani, and General Santos City. The region has a population of over 4 million people comprised of Christians, Muslims, and other groups. The main industries are agriculture, fishing, and cottage industries. Major crops include pineapple, corn, coconut, and banana.
1. The Philippine taxation system taxes aliens on income from sources within the Philippines regardless of residency status.
2. The tax year is January 1st to December 31st. Income taxes for nonresident aliens range from 5-32% for those engaged in trade/business to 15-25% for those not engaged in trade/business or who are executives of special entities.
3. Fringe benefits provided to managerial/supervisory employees are subject to a 32% fringe benefits tax calculated on the monetary value of benefits. Expatriates working in the Philippines for a definite period are generally considered nonresidents engaged in trade/business.
Analyzing the Attitude of Customers towards Islamic Banking and Conventional ...iosrjce
Bangladesh is a country where both Islamic and conventional banks contribute to the economic
development. Although relatively new in Bangladesh and contributing to a small portion of the banking sector,
Islamic banks have played a pivotal role in improving the banking sector by providing services which are more
based on the beliefs of the Muslims. This study aims to compare the attitude of Islamic and conventional banks’
customers towards various aspects of banking in order to identify which bank has better performance in
customer’s perspective. To develop this descriptive study a total of 250 customers were interviewed. A
structured questionnaire consisting of 18 questions incorporated in 6 categories were used. The study reveals
that Islamic banks precede conventional banks on all factors. The study will help not only conventional banks
but also Islamic banks to understand in which sectors they need to focus to develop more positive attitude in the
minds of the customers.
This document discusses a study on customer satisfaction with Islamic banks in Pakistan. It begins by providing background on the origins and growth of Islamic banking principles. The purpose of the study is then stated as focusing on factors influencing customer satisfaction with Islamic banks in Pakistan, including service quality, products, customer care, financial benefits, competition, religion, and reputation. The methodology of the study involved a survey of 120 customers in various Pakistani cities. The findings showed a positive relationship between the factors studied and customer satisfaction, though there remains less awareness of Islamic banking products. The limitations included a small sample size and less overall awareness, though Islamic banking is growing due to its prohibition of interest in the predominantly Muslim country.
1. The study examined the influences of service quality, product quality, and innovation on customer satisfaction in Islamic banking.
2. It developed hypotheses about the relationships between customer satisfaction and the three determinants: service quality, product quality, and innovation.
3. The results found that all three determinants - service quality, product quality, and innovation - had significant positive relationships with customer satisfaction. Innovation also had a significant moderating effect on the relationships between the other two determinants and customer satisfaction.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
The Journal will bring together leading researchers, engineers and scientists in the domain of interest from around the world. Topics of interest for submission include, but are not limited to
Customer awareness and satisfaction of islamic retail products in kuwaitAlexander Decker
This study examines customer awareness and satisfaction with Islamic retail banking products in Kuwait. A questionnaire was distributed to 150 Kuwaiti clients of Islamic banks to identify factors influencing customer choice of bank and level of awareness of Islamic banking principles and retail services. The study found 23 factors were important in choosing an Islamic bank, with bank reputation for Sharia compliance ranking last. Customers were aware of some products but not fully aware of others. Despite overall satisfaction, customers were still not fully satisfied with some areas like adherence to Sharia principles. The banking sector in Kuwait includes both conventional and Islamic banks and is growing more competitive. The study aims to understand customer preferences and satisfaction to help Islamic banks improve customer experience and loyalty.
This study examines customer satisfaction levels with Islamic and conventional banks in Bahawalpur, Pakistan. 85 customers of 2 Islamic banks and 4 conventional banks were surveyed. The findings showed that customers were satisfied with both bank types but conventional bank customers reported higher satisfaction. Economic benefits, interest rates, and reputation were main motivators for conventional banks. Interest-free loans, Islamic principles, and religious environment motivated customers to Islamic banks. Overall, the study aimed to compare customer satisfaction and motivational factors between Islamic and conventional banking in the region.
1) The document discusses a study on the bank selection criteria of retail customers in Khulna City, Bangladesh.
2) The study aimed to evaluate customer preferences for different types of banks and identify the most important factors considered by customers when selecting a bank.
3) The study found that customers place the highest emphasis on convenience factors related to availing required banking services, such as location and operating hours. Other important factors included economic, promotional, and influence factors.
This document provides an introduction to a master's thesis examining the efficiency of Islamic banking in Malaysia from 2000 to 2009. It begins with background information on the growth of Islamic banking globally and in Malaysia. It then states the problem being examined is that while Islamic banking has grown rapidly, analysis of efficiency at the cross-country level is still limited. The objectives are to measure the efficiency of Islamic banks in Malaysia during this period and compare the efficiency of full-fledged Islamic banks to Islamic windows. The methodology to be used is data envelopment analysis to evaluate input and output variables from Islamic banks.
The document discusses capital challenges faced by Islamic banks in Indonesia in expanding their business. It analyzes data from Bank Syariah Mandiri from 2005 to 2016. The results of a statistical analysis show that both capital and profits have a significant positive influence on the expansion of Bank Syariah Mandiri's financing. However, Islamic banks in Indonesia face challenges increasing their business expansion due to their dependence on capital from conventional bank shareholders and lack of support from the government compared to conventional banks. Government policies are needed to help Islamic banks become independent and better support their growth.
A comparative study on islamic banking in bangladeshMd. Shahinuzzaman
A banking system that is based on the principles of Islamic law (also known Shariah) and guided by Islamic economics. Two basic principles behind Islamic banking are the sharing of profit and loss and, significantly, the prohibition of the collection and payment of interest. Collecting interest is not permitted under Islamic law. Where the conventional banking follows conventional interest-based principle.
What is the trust of consumer toward the Islamic bankingAwais Sargana
This report summarizes research on consumer trust toward Islamic banking. A questionnaire was administered to 100 respondents to understand their awareness and perceptions. The results found that most people are aware of how Islamic banking operates without interest. Respondents also understood the religious and financial benefits of Islamic banking. The report recommends that Islamic banks increase education on their principles to further build trust. Overall, the research found that greater awareness leads to more positive perceptions of Islamic banking.
CUSTOMER PERCEPTIONS AND SATISFACTION TOWARDS HOME LOAN AT PUBLIC BANKS OF TA...IAEME Publication
Tamilnadu has made a rapid stride in the development of urban cooperative banks with an aim to provide adequate and timely financial assistance to help the small entrepreneurs, middle class and weaker sections of the society. The present study was undertaken to analyze the perception of customers towards home loans of Public Banks of Tamilnadu. The paper examined the satisfaction level and problems faced by customers while availing loans. A sample of 100 customers of the bank comprising of public servants, Public sector employees and self-employed from its three branches serving Chennai, Kanchipuram and Thiruvallur Districts has been selected. The research has found that the customers of the bank were highly satisfied with the home loan services in relation to its services, transparency, time taken for loan approval, employee co-operation and query handling, prima facie of some problems like procedural delays, lack of knowledge and red-tapisim. The results further revealed that the main reason for people to prefer this bank is the trust of the customers in the bank, lower interest rates and easy repayable installments.
Customer Satisfaction Level of Islamic Bank and Conventional Bank in PakistanIOSR Journals
This document compares customer satisfaction levels between Islamic and conventional banks in Pakistan. It analyzes data collected from questionnaires distributed to customers of 3 Islamic banks (Bank of Khyber, Almeezan bank, Albaraka bank) and 3 conventional banks (Habib bank limited, united bank limited, Allied bank limited). The data shows higher customer satisfaction levels at conventional banks compared to Islamic banks, possibly due to conventional banks' greater global image, product variety, and marketing efforts. The document recommends Islamic banks improve services, awareness, and product offerings to better compete with conventional banks.
A comparative analysis of public and private sector banks in indiaAlexander Decker
This document discusses a study comparing customer satisfaction levels between public and private sector banks in India. It provides background on the banking industry and importance of customer satisfaction. The study was conducted through a survey of 160 bank customers in Chandigarh city. Statistical tests were used to analyze differences in customer perceptions of service quality between public and private banks. The results showed that private sector banks placed more emphasis on relationship building and had better infrastructure, leading to higher levels of customer satisfaction compared to public sector banks.
This document summarizes a study that examined factors influencing customer satisfaction at Bosomtwe Rural Bank Limited in Ghana. The study used a survey of 300 customers across 4 branches to collect data on socioeconomic characteristics and perceptions of service quality factors. A probit regression model was then used to analyze how factors like attention to complaints, accessibility, cleanliness, speed of service, and staff knowledge influence customer satisfaction. The results showed customers were generally satisfied and identified these service quality factors as having a positive impact on customer satisfaction.
A STUDY ON ISLAMIC CREDIT CARDS HOLDERS.Claire Webber
This document provides information about a study on Islamic credit card holders conducted by Nuradli Ridzwan Shah Bin Mohd Dali and Hanifah Abdul Hamid of Universiti Sains Islam Malaysia. The study aims to identify factors influencing perceptions of Islamic banking credit cards using factor analysis. It provides background on credit cards and Islamic banking principles. Literature on past studies on factors affecting choice and use of Islamic versus conventional credit cards is also reviewed. The methodology section describes the use of exploratory factor analysis to uncover underlying structures in a large set of variables related to Islamic credit card holders.
This document summarizes previous research on comparing customer satisfaction between public and private sector banks in India. It discusses the characteristics of banking services and how they impact customer perceptions of quality. Previous studies have identified factors that influence customer satisfaction such as convenience, staff competence, technology availability, and responsiveness. Research has also examined differences in factors that affect satisfaction between public and private banks. For example, private bank customers rate staff and promotional factors higher while public bank customers prioritize routine operations and prices. In general, studies have found that private bank customers express higher satisfaction levels compared to public sector banks.
This document is a project report on customer satisfaction with public and private banks in Bangladesh. It includes an introduction outlining the objectives of assessing customer satisfaction levels across various service attributes. It then provides details on the methodology, including preparation of a questionnaire and data collection from 70 customers of 4 major banks. The literature review defines key concepts related to customer service, satisfaction, and their relationship to banking sector, customer loyalty, and service quality. Finally, the document outlines the structure and contents of the remaining chapters which will analyze the data and findings, provide recommendations, and draw conclusions.
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Demographic profile of the customers and their level of satisfaction
1. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol.4, No.11, 2013
28
Demographic Profile of the Customers and Their Level of
Satisfaction: A Study on Islami Bank Bangladesh Ltd. (IBBL)
*S.M. Zahidur Rahman1
Md. Shariful Islam2
Tahmina Akter3
1. Associate Professor, Business Administration Discipline, Khulna University, Khulna-9208. Bangladesh.
2. Associate Professor, Institute of Business Administration, University of Rajshahi. Rajshahi-6205. Bangladesh
3. Executive Officer, Al-Arafa Islami Bank Ltd., Khulna Branch, Khulna-9100. Bangladesh
* E-mail of the corresponding author: zahid_iba@yahoo.com
Abstract
The Study investigates the customer satisfaction level exposed by different demographic group of customers.
The study also identifies the relative importance assigned to different selection criteria by customers while
choosing Islami Bank Bangladesh Ltd. (IBBL), which was established in 1983 and the pioneer in Islamic
Banking in Bangladesh. From comprehensive analysis, the study identifies a number of key findings that might
help IBBL management for formulating their future competitive strategies. Firstly, the study identifies that
customers irrespective of different demographic segments (gender, marital status, age, income level, education
level and religion) are mostly satisfied with IBBL. Secondly, satisfaction level of customers does not
significantly vary among different demographic group as measured through chi-square test and finally,
‘compliance to Islamic shariah’ i.e. religious principles followed by ‘corporal efficiency’ as exposed by fast,
efficient service and experienced management team are the top most two bank selection criteria as viewed by
IBBL clients.
Key words: Customer Satisfaction, Demographic profile, Bank Selection Criteria, Islamic Banking.
1. Introduction
An Islamic Bank is a financial institution that operates with the objective to implement and materialize the
economic and financial principles of Islam in the banking arena (Ahmad, 2007). Islamic banking offers products
and/or services (henceforth as services) which are very similar to those offered by conventional banks. However,
the approaches of Islamic banks are distinctly different from the ones of conventional banks (Ahmad, 2000;
Chapra, 2000; Dusuki & Abdullah, 2007; Hassan & Ahmed, 2001). Islamic banks fundamentally emerged to
fulfill the needs of Muslims to enjoy banking products/services in conformity with Islamic principles (grounded
in the Holy Qura’n and the Hadith). However, Islamic mode of banking is gaining popularity among the non-
Muslim consumers around the world as well.(Dusuki & Abdullah, 2007; Knight, 2007).
In general, religion (Islam) is perceived as the main reason for choosing Islamic banks by the customers.
However, studies in Malaysia, UAE, Kuwait found non-religious factors like efficiency, cost-benefit etc. in
conjunction with religion as the influential factors behind choosing an Islamic bank (Dusuki and Abdullah, 2007;
Wilson, 1995; Ahmad and Haron, 2002; Keuhn and Bley, 2004; Othman and Owen, 2001; Metawa and
Almossawi, 1998).
Customer satisfaction is critically important for its impact on customer retention and firm profitability (Caru and
Cugini, 1999; Anderson and Mittal, 2000). A satisfied consumer will repeat the purchase of the product and
convey positive messages about it to others (Dispensa, 1997). By contrast, a dissatisfied consumer is more likely
to switch to an alternative service the next time he/she recognizes the same need. The same customer will also
engage in a negative word of mouth, causing a serious damaging effect on the business (Naser et al,
1999; Metawa and Almossawi, 1998). Therefore, it is vital that companies make sure that their
customers are satisfied with the services they offer. This has led to an increase in the popularity of measuring
customer satisfaction in recent years (Gulledge, 1996).
Since, Islamic banks perform the same essential functions as banks do in the conventional system, except that the
need for them to carry out their transactions in accordance with the rules and principles of Islam (Henry and
Wilson, 2004; Iqbal and Mirakhor, 2007), they have to face tremendous competition from Traditional Banks.
So, understanding the bank selection criteria as well as satisfaction level of different demographic profile of
customers is important for an Islamic Bank in attracting target customers and to survive in the competitive
market successfully.
2. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol.4, No.11, 2013
29
Bangladesh is the world's third largest Muslim majority country, with Muslims making up more than 85 percent
of the population (Mamun, 2011). A significant portion of the population demanding interest-free banking for
quite a long time to approach and devise their economic lives in accordance with the precepts of Islam. The
establishment of IBBL on March 13, 1983, is the true reflection of this inner urge of its people, which started
functioning with effect from March 30, 1983. (http://bankinfobd.com/banks/24/Islami_Bank). At present, of the
47 banks operating in the country, seven are now full-fledged Islamic banks, nine have Islamic banking branches
and eight have Islamic banking windows (The Daily Star, 2011). Islami Bank Bangladesh Ltd. (henceforth as
IBBL) is now one of the top performing banks in terms of business and profits among the commercial banks
operating in the country. In this study, researchers have attempted to measure the customer satisfaction of IBBL
with respect to the different demographic groups of customers, to identify the factors that bank customers
consider when selecting a bank, and the relative importance they place on those factors.
2. Brief Overview of IBBL
IBBL was incorporated on 14th March, 1983, went into operation on 30th March, 1983 and introduced a full
package of banking services in August 1983. This bank is considered as the first interest free -bank in South East
Asia. The bank is committed to run all its activities based on Islamic Shariah. IBBL through its steady progress
and continued success has, by now, earned the reputation of being one of the leading private sector banks of the
country. It is committed to conduct all banking and investment activities on the basis of interest-free profit-loss
sharing system. With 254 branches and 11,033 staffs, IBBL is the largest private banking network in Bangladesh
(www.islamibankbd.com).
3. Literature Review
3.1 Customer Satisfaction
During the last four decades, satisfaction has been considered as one of the most important theoretical as well as
practical issues for most marketers and customer researchers (Jamal, 2004). Customer satisfaction is the feeling
or attitude of a consumer toward a service after it has been used (Solomon, 1996; Wells and Prensky, 1996).
Kolter and Armstrong (1999) defined customer satisfaction as the customer's perception that compare their pre-
purchase expectations with postpurchase perception.
Banking is one of those sectors in which customer satisfaction has drawn a great deal of attention by
many researchers over the last decade (Naser et al., 1999; Metawa and Almossawi, 1998; Boyd et al., 1994;
Levesque and McDougall,1996; Haron et al.,1994; Gerrard and Cunningham, 1997; Othman and Owen,
2001; Anderson et al., 1997; Athanassopoulos and Labroukos, 1999; Yava et al.,1997; Jamal and Naser,
2002; Gounaris et al., 2003; Yava et al., 2004; Bielski, 2004).
In almost every industry customers are becoming ever more demanding and in most markets customers have
more options to choose from than ever before. Fornell (1992) upon a study on Swedish customers asserts that
although customer satisfaction and quality appear to be important for all firms, satisfaction is more important for
loyalty in industries such as banks, insurance, mail order, and automobiles.
In the context of services, according to Naser et al.(1999), customer satisfaction is often related to factors such as
service quality and service features, e.g., convenience, competitiveness, and location of service provider. Many
researchers have placed emphasis on customer satisfaction in banks, and asserted that banks must focus on
understanding the needs, attitudes, satisfactions and behavioral patterns of the market to compete successfully in
today’s competitive marketplace (Kaynak et al., 1991). Holliday (1996) stated that banking is one of the many
service industries where customer satisfaction has been an increasing focus of research. The reason is that
competition in the banking sector is increasingly growing. Since, customer satisfaction has close relationship
with customer retention especially in markets that are highly competitive and saturated like financial services
(Lopez et al., 2007), it is necessary to continuously monitor changes in satisfaction among different segments
of customers.
Zeithaml (2000) and Anderson et al. (2004) studied customer satisfaction with reference to Islamic and
conventional banking. Ittner et al.(1996) found a significant relationship between customer satisfaction and
shareholders' wealth. Bolton (1998) conducted study in order to examine the relationship of customer
satisfaction with financial as well as non-financial measures of Islamic and non-Islamic banks. In the study, he
found a direct significant relationship of customer satisfaction with financial measures of bank and customer
3. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol.4, No.11, 2013
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retention. Wilson (1995) particularly identified the importance of customer satisfaction in the Islamic banks and
stated that today Islamic banking is no longer a business entity serving religious obligations. The customers of
Islamic banking rather include a wide array of people cutting across various religions.
Determinant factors for customer satisfaction in Islamic banking industry vary across cultures. Levesque and
McDougall (1996) pointed out that convenience and competitiveness of the bank were two critical factors which
were likely to influence the overall satisfaction levels of a customer. Othman and Owen (2001), in their study on
Kuwait Islamic banking customers identified that most of the customers are satisfied with their overall and
personal contact with bank staff. In Malaysian Islamic banks, it has been found that fast and efficient service,
friendliness of bank personnel, confidentiality, and transaction speed are the key criteria that leads to customer
satisfaction. (Amin and Isa, 2008).
3.2 Customer’s Bank Selection Criteria
Bank selection criteria have been heavily investigated over the past two decades (Anderson et al., 1976; Haron
et al.,1994; Kaynak and Yavas, 1985; Khazeh and Decker, 1992; Ross, 1989). The bank selection criteria are
expected to affect a customer's overall satisfaction towards his or her bank (Levesque and McDougall, 1996).
Hegazy (1995) has investigated bank selection criteria for both Islamic banks and commercial banks. He
concluded that the selection attributes for Islamic banks are different from those for commercial banks.
Islam is the primary reason behind choosing Islamic banking. Customers in Islamic banks seriously consider
whether the bank complies with Islamic Shariah rules in all stages of banking activities (Naser et al., 1999). The
variables deemed important under religious (Islamic) construct include compliance to Shariah rules, offering of
Shariah compliant services, offering interest free loans etc. Similarly, religious factors was also found as the
important criteria of Islamic banks’ selection. (Osman et al., 2009; Ahmad et al., 2010; Al-Ajmi et al., 2009;
Metawa and Almossawi, 1998; Hassan et al., 2007; Gait and Worthington, 2008; Hegazy, 1995; Haque et al.,
2009; Okumus, 2005; Ahmad and Haron, 2002; Karim and Affif, 2006; Al-Sultan, 1999; Zainuddin et al., 2004;
Dusuki and Abdullah, 2007).
However, studies have also shown that religious belief is neither the only reason, sometimes, nor the primary
reason behind choosing Islamic banking and is not even part of the selection criteria in some instances (Erol and
El-Bdour, 1989; Haron et al., 1994; Ahmad and Haron, 2002). Apart from religious background, customers want
a good use of their investment. They want the best cost-benefit tradeoff, branches and ATMs in convenient
location, faster transaction processing, caring employees, good financial advices from managers, etc. (Naser et
al., 1999).
Boyd et al. (1994) placed importance on the marital status of the customers and found that customers are
different in putting emphasis on various bank selection factors such as reputation, cost-benefit, efficiency etc.
Naser et al. (1999) identified “the image of the bank” as the most important bank selection criterion for the
customers of Islamic banks followed by “compliance to islamic principles”.
Bank selection criteria for IBBL customers’ were adopted from a previous study of Rashid et al. (2008), where
the researchers identified bank selection criteria for six Islamic Banks of Bangladesh by applying a factorial
regression analysis. In this study, sixteen bank selection criteria under six broad groups have been considered to
examine the impact of demographic disparities on the bank selection criteria applied by diversified customers of
IBBL in Bangladesh. They criteria are as follows:
i. Corporal Efficiency (faster transaction and document processing, efficient managers, knowledge of customer’s
business etc.),
ii. Compliance (Provision of interest free loans, run on Islamic law and principles, provision of profit-loss
sharing principles etc.),
iii. Convenience (strong global and local network, sufficient transaction time, convenient branch location etc.),
iv. Core banking (basic services, marketing program on availability of services, competitiveness in product
offerings, uniform services in all branches etc.),
v. Confidence (confidentiality of bank information, confidence in bank’s management and bank size of capital
and asset etc.),
vi. Cost-Benefit (lower service charge and average decent return).
4. Research Journal of Finance and Accounting www.iiste.org
ISSN 2222-1697 (Paper) ISSN 2222-2847 (Online)
Vol.4, No.11, 2013
31
4. Objectives of the Study
This study has been conducted based on the following objectives:
• To look into the demographic profile of customers of IBBL.
• To evaluate the pattern of satisfaction exposed by different demographic groups of customers of IBBL.
• To examine whether there is a difference in the level of satisfaction of different kinds of demographic
groups of customers (gender, marital status, age, income, level of education and religion).
• To group the wide range of bank selection criteria into a few broad categories on the basis of their
homogeneity and rank them on the basis of customer’s preferences.
5. Methodology
5.1 Sample and Data
The study is descriptive in nature and based on both primary and secondary sources of data. Primary data was
collected from 52 customers of three branches of IBBL in Dhaka City. Random sampling method was used to
collect the data. Besides, face to face conversation with respective officers and customers were used to collect
primary data. Profile of the respondents according to different demographic features has been furnished in Table-
1. Secondary Data were collected from various types of journals, articles, research report, annual report of IBBL
and web site of the same.
Table 1. Demographical Profile of the Respondents
Demographic Group Classes Frequency Percentage
Gender Male 36 69
Female 16 31
Marital Status Married 38 73
Unmarried 14 27
Educational Level High School 21 40
Undergraduate 15 29
Postgraduate 16 31
Age Level 18-25Years 12 13
25-35 Years 19 37
35 Years + 21 40
Income Level
(Monthly )
Less than BDT 10,000 17 33
BDT 10,000 -20,000 24 46
More than BDT 20,000 11 21
Religion Muslim 43 83
Non- Muslim 9 17
5.2 Instrument for data collection
The data were collected through a structured closed-ended questionnaire having two parts. The first part consists
of questions designed to obtain some demographic information such as gender, marital status, educational level,
age, income and religion along with a question for measuring overall satisfaction at the end of the first part of the
Questionnaire.
Fifteen bank selection criteria were listed in the second part, in order to measure the relative importance the
respondents place on each criterion to select the IBBL. A five point Likert Scale ranging from 1 to 5 (with “1”
meaning “Not at all important” and “5” meaning “Very Important”) have been used to measure the importance
that the customers placed on each bank selection criterion.
5.3 Hypothesis testing and Data Analysis
Both of inferential and descriptive statistical techniques were used to analyze the data. Descriptive statistics such
as mean, standard deviation, percentage and ranking were used to present summary statistics of the study
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variables. Among the Inferential statistics, a chi-square test was used for comparison and drawing other
inference about the variables.
One of the objectives of this study is to determine whether the satisfaction level of customers differ depending
upon demographic characteristics like Gender, Marital status, Age, Educational level, Income Level and religion.
To measure this, following hypothesis have been developed and chi-square (χ2) test was applied at 5%
significance level.
Ho: There is no significant difference in the satisfaction level among different demographic groups towards
IBBL.
Ho1: There is no significant Difference in the satisfaction level of different gender group.
Ho2: There is no significant Difference in the satisfaction level among married and unmarried people.
Ho3: There is no significant Difference in the satisfaction level among married and unmarried people.
Ho4: There is no significant Difference in the satisfaction level among people of different Educational Group.
Ho5: There is no significant Difference in the satisfaction level among customers having different Age Group.
Ho6: There is no significant Difference in the satisfaction level among customers having different income.
To accept or reject null hypothesis the calculated χ2 is compared with the tabulated χ2 at their respective degrees
of freedom.
6. Results and Discussion
On the first part of this section, a cross sectional analysis has been made to find out the homogeneity of
satisfaction level among different demographic group of customers with help of Chi Square test. Here customer
satisfaction has been used as a parameter to measure the service standard of IBBL. In the last part of the analysis,
16 variables were categorized and placed under six generic classes based on their homogeneity and ranking is
made based on their means. This has highlighted the relative preferences bank customers placed on the different
variables consisting of homogenous factors.
6.1 Demographic Profile of Customers and their Satisfaction Level
As mentioned earlier, respondents were categorized according to six different demographic characteristics:
Gender, Marital Status, Age, Income, Educational level and Religion. Table-2 shows the level of satisfaction of
different demographic groups of IBBL and the results of Chi Square test which shows the degree of homogeneity
of satisfaction level among different demographic group. Among the male respondents, it is found that 82% is
satisfied which is more than the satisfaction level of female respondents that is equivalent to 75%. It has also
shown that under the category of Marital Status, 82% married respondents are satisfied while the satisfaction
level of unmarried respondents is fairly lower than married respondent, which comprises to 71%.
Among the respondents, customers having educational level of Post Graduate and undergraduate are more
satisfied (81% and 80% respectively) than the group of high school level (76%). Respondents having income of
more than BDT.20000 are more satisfied (82%) than another two groups having income level of BDT.10000-
20000 and less than BDT. 10000 (76% and 79% respectively). Table-2 also represents that among the
respondents, people having age of more than 35 years are more satisfied (which is 86%) than the other two
groups (18-25 years and 25-35 years ) having the satisfaction level of 83% and 63% respectively. While studying
the religion group, it has been observed that the size of Non-Muslim customers is small but the satisfaction level
is really higher (89%) than that of the Muslim respondents (77%).
6.2 Cross Sectional Analysis
Here Chi-square test has been made between different demographic groups and their satisfaction level. In every
case, the Null hypotheses were “there is no significant difference in the satisfaction level among different
demographic groups”. In all cases the calculated χ2 is less than the tabulated value at 5% significant level that
means the null hypothesis cannot be rejected.
From analysis it has been found that, male are more satisfied than the female, but the difference is insignificant
that means IBBL provides or tries to provide services to clients irrespective of gender. In case of marital status, it
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is noticed that married customers are more satisfied than unmarried customers, but the difference is also
insignificant, as calculated Chi-square is much lower than the table value of chi-square.
In case of educational level it has been found that, the customers having the education of undergraduate and post
graduate level are more satisfied than the group having high school level education while difference among
these three groups are insignificant. In case of age level, it observed that respondents with age of above 35 years
are more satisfied than the other two groups with age of 25-35 years and 18-25 years. Same as before, the chi-
square test shows that the differences among the three groups are insignificant which means the Null hypothesis
is accepted.
In case of Income level, people having income of more than BDT.20,000 are more satisfied than the other two
groups. But, the differences of these groups are also insignificant. So, the null hypothesis is accepted. In case of
Religion, it is also found that the non-Muslim customers are more satisfied than the Muslim customers. But the
difference is not significant. The calculated chi-square is lesser than tabulated chi-square. From the above result
it can be summarized that IBBL is not only a bank for Muslims, but also a bank for customers of all religions.
Table 2. level of satisfaction with different demographic group of respondents
6.3 Ranking on Bank Selection Criteria
Demographical Groups Satisfaction Level Total Calculated
χ2
d.f. Tabulated
χ2Satisfied Dissatisfied
Gender
Male 29
(82%)
7
(18%)
36
(100%)
0.1660 1 3.84Female 12
(75%)
4
(25%)
16
(100%)
Marital Status
Married 31
(82%)
7
(18%)
38
(100%)
0.6331 1 3.84Unmarried 10
(71%)
4
(29%)
14
(100%)
Educational Level
High School 16
(76%)
5
(24%)
21
(100%)
0.178 2 5.99Undergraduate 12
(80%)
3
(20%)
15
(100%)
Postgraduate 13
(81%)
3
(19%)
16
(100%)
Age Level
18-25 Years 10
(83%)
2
(17%)
12
(100%)
1.98 2 5.9925-35 Years 13
(68%)
6
(32%)
19
(100%)
35 Years + 18
(86%)
3
(14%)
21
(100%)
Income
Level
(Monthly)
Less than
BDT. 10000
13
(76%)
4
(24%)
17
(100%)
0.117 2 5.99BDT.10000-20000 19
(79%)
5
(21%)
24
(100%)
More than
BDT. 20000
9
(82%)
2
(18%)
11
(100%)
Religion
Muslim 33
(77%)
10
(23%)
43
(100%)
0.873 1 3.84Non Muslim 8
(89%)
1
(11%)
9
(100%)
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Table-3 shows the order of preferences of the bank selection criteria according to their average scores. It also
shows the standard deviation of the scores of each of the group of bank selection criteria. In order to determine
customers’ average preference scores to the six broad categories of factors, (compliance, corporal efficiency,
convenience, confidence, core banking and cost efficiency), preference scores assigned to particular criteria are
averaged according to their homogeneity. The average score obtained for the compliance was 3.76, for the
corporal efficiency 3.55, for the convenience 3.47, for the confidence 3.40, for the core banking 3.22 and for the
cost efficiency 3.24. As suggested by the average scores of theses broad factors, bank customers considered
compliance factors as the most important in choosing the bank followed by corporal efficiency, convenience,
confidence, cost benefit and finally core banking.
Table-3 shows that compliance is the number one factor which shows highest mean of customer’s preferences.
Here, the customer’s satisfaction level is high as most of the customers put more preferences on this group of
variables than any other variables and believe strongly that IBBL follows compliance. The second most
important factor selected by customers is corporal efficiency. Here, the calculated mean is 3.55. Respondents
put more importance to this group of variables. This finding suggests that like conventional banks, IBBL also
must have to offer faster, experienced and helpful services to the customers.
The next important factors selected by respondents are convenience and confidence average score of which is
3.47 and 3.40 respectively. Here the average scores of convenience and confidence imply that, the respondents
are moderately inclined to these factors. As globalization raised the competition among Islamic banks
worldwide, IBBL must provide more technological services along with compliance to Islamic Shariah law. The
last two factors are cost benefit and core banking which comprises the lowest average scores, i.e., 3.24 and 3.22
respectively. Among these six issues respondents impose fewer preferences on these two factors of cost benefit
and core banking.
Table 3. Ranking of bank selection criteria depending on customer’s preferences
Bank Selection Criteria Value Mean Value Standard
Deviation
Compliance
No interest neither paid nor taken on
savings and loans
3.52
3.76 0.18Run on Islamic law and Principles 3.79
Provision of profit sharing investment
Products
3.96
Corporal
Efficiency
Fast and efficient Counter Services 3.38
3.55 0.11
Speed and Efficiency of Transactions 3.57
Faster Document Processing 3.67
Experienced Management Team 3.59
Convenience
Strong Global network 3.33
3.47 0.10Wide electronic Communication System 3.50
Convenient Branch Location 3.57
Confidence
Confidence on Bank size in terms of asset
and Capital
3.25
3.40 0.145
Confidence on Bank’s Management 3.54
Cost Benefit
Lower Service Charge 3.23
3.24 0.01Decent Return 3.25
Core Banking
Competitive Product Offerings 3.33
3.22 0.115Uniform Services in all Branches 3.10
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7. Conclusion
The study was conducted to identify the customer satisfaction of different demographic groups of IBBL clients.
At the same time the study aimed at identifying and ranking the selection criteria that the clients used for
selecting the same bank. The study clearly shows that there is difference in satisfaction of the customers based
on their demographic variables. From the study, it is found that male respondents are more satisfied than their
female counterparts. Education has positive correlation with satisfaction. Higher is the education level, greater is
the satisfaction of the customers. It is also found that customers having higher income have more satisfaction
with the services of IBBL. Again, Respondents having age level of more than 35 years prefer the Compliance
issues more than the young people. The aged people are more devoted to IBBL and their first and foremost
condition to select IBBL is Compliance, i.e., they believe that the bank follows the Islamic financial system.
People with lower age group mainly emphasize on corporal efficiency; core banking and cost benefit issues.
From the study it is also found that, more of the non-Muslim respondents are satisfied (89%) than that of Muslim
respondents (77%). They can feel that the Islamic financial system is not only for Muslim but also for all other
people and thus the Bank may get a bigger share of the non Muslim clients. From the cross sectional analysis it
is observed that level of customer satisfaction do not significantly vary among different groups, i.e., customer
satisfaction level among particular demographic groups seem to be homogeneous.
Among bank selection criteria, ‘compliance’ receives the highest average preference scores, i.e., respondents
impose most preferences on provision of interest free loans, run on Islamic law and principles, provision of
profit-loss sharing principles etc. (despite having a proportion of non-Muslim’s existence in the sample) to
choose IBBL . The second important factor according to the respondents’ preference level is ‘corporal
efficiency’. It suggests that while choosing IBBL the respondents highly prefer the faster transaction and
document processing, experienced management, weekend transactions etc. The third and fourth most important
criteria to choose IBBL is ‘convenience’ and ‘confidence’ respectively. From this it can be concluded that, the
respondents moderately prefer the factors of strong global and local network, convenient branch location,
confidence in bank’s management and bank size of capital and asset etc. to choose IBBL. The fifth important
criterion to choose IBBL is ‘cost benefit’ and the last essential factor as per respondents is ‘core Banking’. So
the customers of IBBL prefer these two factors to a lesser extent.
Day by day the competition is increasing in the banking sector in Bangladesh . For this to prevail in this
competitive market, IBBL has to be more conscious about the competitive strategy as the bank not only compete
with other Islamic banks but also with the traditional non-Islamic Banks. So, it needs to remain competitive
especially by offering good quality products and services to draw and retain Muslim and non-Muslim customers.
This study may help bank management to develop strategies depending on their customer satisfaction level
found in this study. At the same time the selection criteria and their preference by the customers will help the
management to focus on more important service areas that will help them to remain competitive. Due to use of
relatively small samples, the findings of the study should not be overly generalized. Further study focusing on a
large number of sample from more branches all over the country is required for innovating customers’
preferences and demand to make more proper strategies for IBBL.
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