Customer Perception Regarding the Range and Quality of Shariah-based Services Offered by Islamic Bank Bangladesh PLC

Mallik Asadur Rahman & Masuda Akter

Apr-May-Jun

Abstract
The fundamental principle of Islami Bank Bangladesh PLC extends beyond mere profit generation; it aims to create a banking system focused on welfare that aligns with Islamic Shariah principles. The objectives of this bank encompass a combination of spiritual, social, and economic aims. This study aims to investigate how customers in Bangladesh perceive the diversity and quality of Shariah-compliant financial products and services offered by Islamic Bank Bangladesh PLC. A quantitative research method was utilized, employing a structured questionnaire that was distributed to a sample of 170 existing customers from various branches of Islamic Banks Bangladesh PLC located in Dhaka, specifically in Motijheel, Mirpur, Banani, Mohammadpur, and Uttara. The data analysis was conducted using the statistical software SPSS 26.0. The findings suggest an overall favorable view regarding the Shariah-compliance and ethical principles underpinning Islamic banks. Moreover, the caliber of services, especially regarding the responsiveness of customer service, the expertise of staff in Islamic finance, and the sharia-compliant processing of financing applications, was recognized as a vital area requiring enhancement. The findings offer essential insights for the management of Islamic banks and their policymakers in Bangladesh. Financial institutions are urged to prioritize the development of innovative products and broaden their offerings beyond traditional savings and lending solutions. It is advisable to make substantial investments in staff training, digital infrastructure, and customer service efficiency to elevate service quality, cultivate customer loyalty, and boost competitiveness within Bangladesh's dual-banking system. This study adds to the current body of knowledge by offering a modern and evidence-based examination of customer-focused factors within the Islamic banking sector in Bangladesh. This provides a structured approach to comprehending how the dimensions of range and quality influence customer perception, thus offering practical strategies for growth and maintaining customer loyalty.

Keyword: Islamic Banking, Customer Perception, Shariah-compliant, Service Quality, Product Range, Bangladesh

Research Area: Management/Business/Banking

Country: Bangladesh

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