Factors Affecting Customer Intention Towards Islamic and Conventional Bank in Malaysia


Rahmat, Siti Munirah and Hassan, Hasliza and Jaafar, Zalina and Abenoh, Nazrul‘Aini and Mohamed, Zuraina Sal Salbila (2019) Factors Affecting Customer Intention Towards Islamic and Conventional Bank in Malaysia. In: Sintok International Conference on Social Science Management, 26-27 Dec 2019, Thistle Hotel Johor Bahru Malaysia, Johor Bahru, Malaysia.

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The present article examines the factors that influence the intentions of customers towards Islamic and conventional banks in Malacca. The researcher also investigates the individual customer perception towards Islamic and conventional banking in Malaysia. The researcher uses primary data to conduct the survey where we distribute questionnaires to the respondent. The result suggests that customer intention towards the Islamic and conventional banks is significantly influenced by the services quality, religious perspectives, and confidence in the bank. The service quality gives the most significant factors that influence customer perception. At the same time, the customers' satisfaction also will increase when their service quality is enhanced. Therefore, most analysts have also recommended that the service provider should deliver a high level of service quality to their customers to accomplish a high level of customer satisfaction since service quality is typically viewed as a forerunner of customer satisfaction. This research can assist the bank in understanding the intention of the customers in selecting their preferred bank so that they can attract new customers and retain the existing customers towards their services.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Banking, conventional, customer, factor, service quality,
Subjects: H Social Sciences > HG Finance > HG1501-3550 Banking > HG1811-2351 Special classes of banks and financial institutions
Divisions: Faculty of Business (FOB)
Depositing User: Ms Rosnani Abd Wahab
Date Deposited: 28 Jan 2022 02:10
Last Modified: 28 Jan 2022 02:10
URII: http://shdl.mmu.edu.my/id/eprint/9586


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