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Evaluating the Customer Satisfaction’s Effect on Murabahah and Mudarabah Financing in Islamic Banking

Author

Listed:
  • Bashir Baba

    (Universiti Tun Hussein Onn Malaysia)

  • Shafie Mohamed Zabri

    (Universiti Tun Hussein Onn Malaysia)

  • Ahmed Kaseri Ramin

    (Universiti Tun Hussein Onn Malaysia)

Abstract

There are a considerable number of studies on the service quality dimensions of banking industries, but little researches were carried out on the product quality dimensions, and this led to the minimal understanding of the impact of product quality dimensions from the customers’ standpoints, This research sought to identify the impact Islamic banking products (Murabahah and Mudarabah) dimensions on customer satisfaction. The study surveyed Islamic bank customers (users of the Islamic bank’s products in Nigeria) using questionnaires to seek responses, a convenient sampling technique was conducted to reach out to customers, and the use of PLS-SEM 3 was employed for the analysis of the data. The result model shows an R2 value of 0.414 (for Murabahah), which means 41 % of the variance in customer satisfaction is explained by the exogenous constructs of perceived quality, cost, convenience and compliance of Murabahah, and R2 value of 0.309 (for Mudarabah) which means 31 % of the variance in customer satisfaction is explained by the exogenous constructs of perceived quality, cost, convenience and compliance of Mudarabah. The values of R2 for Murabahah and Mudarabah show that the constructs were moderate in determining the satisfaction level of customers as they produced 0.414 and 0.309 respectively.

Suggested Citation

  • Bashir Baba & Shafie Mohamed Zabri & Ahmed Kaseri Ramin, 2019. "Evaluating the Customer Satisfaction’s Effect on Murabahah and Mudarabah Financing in Islamic Banking," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 5(1), pages 2001-2022, January.
    • Handle: RePEc:pos:journl:42-1
    DOI: 10.22178/pos.42-2
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    More about this item

    Keywords

    Islamic bank; products; services; customer satisfaction;
    All these keywords.

    JEL classification:

    • E50 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit - - - General

    Statistics

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