Customer Expectations in Islamic Banking: A Bangladesh Perspective

Abstract

This study aims to induce insights on the oscillation of customers in Islamic banking and implore a viable, adaptable, and value enhancement paradigm for Islamic banking. A mixed-methods approach was employed to gather qualitative data through interviews and observations, while surveys and document reviews were done for quantitative insights. Key customer expectations, including demand for diverse financial products, superior customer service, and technological convenience, were revealed by thematic and statistical analyses. Findings articulate that 75% of customers express solid satisfaction with Shariah compliance, highlighting the reputation of transparency and education on profit-sharing mechanisms. The study shows that service quality dimensions like empathy, reliability, and responsiveness are strongly correlated with overall customer satisfaction. Digital banking solutions, reflecting a growing preference for 24/7 accessibility, were highlighted by Customers aged 18–35 years. The findings will help Islamic banks in Bangladesh to reshape their operations involving understanding customer’s expectations, which is essential for its services & product needs effectively.