Knowledge of Islamic banking and bank customer satisfaction in Afghanistan: an exploratory analysis

Abstract

Islamic banking and finance is one of the fastest growing sectors of the Afghan economy. Through the lens of the theory of reasoned action (TRA), we focus on customers' knowledge of Islamic banking and attitudes of Islamic bank customers towards Islamic banking products as well as the factors that determine Afghans' selection of Islamic banking versus conventional banking products in Kabul. We examine the products used by bank customers and their motivations for using Islamic products as an alternative to available conventional products. Islamic and conventional products were found to be both highly utilised by customers. Islamic product selection is influenced by religious beliefs and a greater perceived efficiency of Islamic banking services. These results are consistent with the TRA explanation of rational choice as applied to banking products operationalised through the obtainment of knowledge related to Islamic banking.

Peran Pengetahuan dan Pengalaman Nasabah Bank Syariah Dalam Memajukan Perbankan Syariah

“…Akan tetapi fakta bahwa marketshare bank syariah menduduki posisi minoritas (6%) dari aset bank konvensional merupakan suatu hal yang disayangkan dan perlu dikaji lebih lanjut penyebabnya. Tentu banyak faktor yang menyebabkan kondisi ini terjadi, beberapa antisipasi yang memungkinkan terjadinya ironi itu adalah mungkin banyak masyarakat kurang mengenal baik bank syariah (Mulia et al 2020), pengetahuan masyarakat masih rendah mengenai bank syariah (Saptasari & Aji, 2020;Safi et al 2020) dan pemahaman ummat pada bank syariah masih rendah (Ratnasari, 2020).…”

“…3, No. 1, Oktober 2022, 16-32 ISSN: 2747-0474; E-ISSN: 2747-0482 (Mulia et al 2020), faktor pengetahuan ummat terhadap bank syariah belum kuat (Saptasari & Aji, 2020;Safi et al 2020), faktor religiusitas ummat belum konsisten (Abror et al 2019), faktor pemerintah mengutamakan bank konvensional dan belum memberi kepercayaan pada bank syariah (Sari et al 2019), dan sebagainya.…”

“…Salah satu marketshare terbesar untuk produk perbankan syariah adalah generasi muda termasuk mahasiswa (Zouari & Abdelhedi, 2021). Beberapa penelitian terdahulu masih terfokus pada pengetahuan generasi muda dalam penggunaan bank syariah (Saptasari & Aji, 2020;Safi et al 2020).…”

Bibliometric Analysis of Islamic Business Model to Explore the Determinants of Customer Satisfaction

“…Prior studies that discussed customer satisfaction in Islamic business discussed customer satisfaction of Islamic bank customers. These studies have been carried out by Ahmed et al (2022), De Bruin et al (2021), Fida et al (2020, Zouari & Abdelhedi (2021), Aini (2018), Jawaid et al (2021), Rama (2020), Mariyanti et al (2021), Haron et al (2020, Jan & Shafiq (2021), Purnama et al (2021), Safi et al (2020), Syaifuddin et al (2022), Anouze et al (2019), andRiduwan et al (2022). Research on consumer satisfaction in Islamic banks is analyzed using the SERVQUAL framework (Ali & Raza, 2017;De Bruin et al, 2021;Janahi & Al Mubarak, 2017;Zouari & Abdelhedi, 2021).…”

Perception of Sharia Banks Comparison Between Baby Boomers Generations and Millennial Generations

“…According to (Zuhirsyan & Nurlinda, 2018), partially religiosity is more influential on the decision to choose a sharia bank than perception. In the case in Afghanistan (Safi et al, 2020) found that customer choice of Islamic bank products is influenced by the variable of religiosity (religious belief). The same thing was also found in Indonesia by (Reni & Ahmad, 2016), which stated that in addition to variables such as subject norms, knowledge, and government support, religion also has a significant influence on people's intention to choose Islamic banks.…”