Citation:

S M Al Imran, Kripa Nath Dey, Umme Salma, Md Alamgir Hossain Hira. "Influencing Factors of Customer Expectations in Islamic Banking Services in Bangladesh" International Research Journal of Economics and Management Studies, Vol. 3, No. 12, pp. 115-121, 2024.

Abstract:

Islamic banking in Bangladesh has seen significant growth in recent years due to its alignment with Shariah principles and increasing demand from a predominantly Muslim population. In addition to reviewing earlier research that found perceived religiosity has a strong correlation with an individual's intention and attitude, the goal of this study is to examine the key factors influencing consumers' preference for Islamic banking products and services. Additionally, this study looks at the direct correlation between consumer expectations and the level of service quality provided by Islamic banks. This research explores the factors influencing customer expectations in Islamic banking services in Bangladesh. Using a quantitative approach, this study identifies key drivers such as religious motivation, service quality, attitude and social responsibility. Regression and correlation analysis will be used to examine the data. The study's findings showed that the main factors influencing consumers' attitudes toward Islamic banking are the banks' attitudes and the quality of their services. However, buyers' intents to select its goods and services were not significantly influenced by social responsibility or religiosity. The findings highlight the need for Islamic banks to focus on these factors to better align their services with customer expectations and enhance satisfaction levels.

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Keywords:

Islamic Banking, Customer Expectations, Shariah Compliance, Bangladesh, Service Quality.