Customers’ perception regarding islamic banking services of Bangladesh

Abstract

This report is originated in result of my internship program which I have done as a requirement of BBA program. This is an orientation report to the difference between customers’ expectations and their level of satisfaction and their way of accepting the Islamic banking services. The objective of this study is to analyze the customers’ perception regarding Islamic banking services. To prepare this report both primary and secondary sources of data have been used. Apart from this a questionnaire has been made and did a survey on 10 customers of Islamic banking services. The introductory part is actually developed for the proper execution of the entire report. The remaining part of the paper actually consist the analysis, findings and conclusion. Though Islamic banking is not a very old concept, it is experiencing a rapid growth and now competing head to head with conventional banking system. In Bangladesh it seems to have a good future prospect and the banks are trying to tap this market by offering services to the customers based on Islamic Sahriah principles. While choosing a banking service the customers are some specific factors to differentiate the services of both banking systems. Religious view, risk factor, reference groups, convenient location, educational qualification, relationship with other banks, all these factors are having impact on the decision making process of the customers. Though the religious appeal has the utmost priority to the customers, the other factors are also having important roles while choosing the services. The level of impact these factors are having on the customers‟ mind also varies depending on some other factors that are discussed in the paper. Finally it can be said that all these factors are interrelated and are interacting with each other to help the customers to choose the best possible options and in most of the cases are ending up with a positive perception in the customers‟ mind regarding these services.