2. A significant role in an organization is played by those who
represent an organization.
Organization representatives must be confident about Islamic
banking products in order to ensure that customers will accept
the products.
Their enthusiasm, endeavor behavior and continuous struggle
are the key factors on which the success of the organization is
dependent.
3. However, Islamic banks representatives themselves do not
fully understand the difference between the Islamic banking
system and the conventional banking system.
This is due to the fact that most Islamic bank employees leave
regular banking system and join Islamic banking system,
which is why the information transfer process requires a lot of
effort and vigorous implementation.
4. The Islamic banking industry has been seen as one of the
fastest growing sectors in the last few decades.
By the beginning of the 21st century, Islamic sector has
become a reality as the mass of this sector, which was hundred
thousand dollars in 1975, reached more than $ 2.5 billion
dollars by 2021.
5. This study attempts to identify organizations representatives’
mentality towards Islamic Banking.
6. Previous research has only shown a level of awareness,
attitude and understanding of banking that is common among
customers.
There has not been enough research done to assess the level of
representatives among Islamic banks, so this study aims to
analyze the above-mentioned gap.
9. Donnelly, Berry and Thompson (1985) stated by
supporting the statement i.e.
“…representatives who make discretionary effort – who are
friendly and responsive, who ask the extra questions or
suggest the extra services, who take time to listen - provide
the competitive edge!”
(Schneider and Bowen, 1985) observed and tested that,
representatives can deliver satisfactory services to
customers when their respective organizations equip them
with basic resources.
10. Zeithaml (2000) further supports this by arguing that
“Satisfied representatives make for satisfied customers (and a
satisfied customer can, in turn, reinforce representatives’sense
of satisfaction in their jobs).”
Overall, the literature witnessed that the representatives and
customer’s understanding of the concepts and practices of
Islamic banking is still ambiguous.
11. Based on the review of literature above, this research will have
following research questions
What do representatives of Islamic Banks think about their
services?
Do representatives of Islamic Banks use services of Islamic
bank ?
What is the potential of Islamic banking products and services
in the eye of representatives ?
Is there any difference between represents working in Islamic
banks and in conventional banks offering Islamic banking
services?
12. What is the impact of representatives attitude on the potential
of Islamic products and services.
The last question will have six terms (namely, Riba, Shariah,
Ijara, Mudarabah, Musharaka and Murabaha).
The respresentatives will be asked to indicate if they knew what
the term means and, if so, to briefly describe the meaning of
each term.
13. Data will be collected on Non probability purposive sampling
basis from respondents.
Sample of the study consist of the individuals employed in
Islamic banks and conventional banks offering Islamic
banking services in Lahore (N= 500).
14. Public and Private sectors Islamic banks will be approached
and permission for data collection will be sought.
They will be provided with information regarding aim of
research and their consent for participation in research will be
obtained.
A total of 500 questionnaires will be distributed
Participant’s feedback will be noted
15. The researcher will approach the participants to inform them
the purpose of the study.
A consent form will be give to the participants.
Participants will have free will to quit study at any time if they
want.
Confidentiality of the participants will be assured
No psychological and physical harm to participants will be
done.
The results of the study will be reported accurately without
any fabrication.
16. The findings of this research will convey the standards of
representatives mentality towards the Islamic banking in
Pakistan. This information will be useful for evaluation and
benchmarking the competitiveness of representatives.
The banking institutions also would find some ways to educate
their representatives about the Islamic terms and conditions
thoroughly.
