ANALYZING AND PRIORITIZING THE MAIN DETERMINANTS OF CORPORATE AND RETAIL CONSUMER CHOICES FOR ISLAMIC BANKING IN A PREDOMINANTLY CONVENTIONAL BANKING ENVIRONMENT LIKE TANZANIA

Yıl 2021, Cilt: 7 Sayı: 2, 343 - 369, 31.12.2021

Yussuf Charles Yussuf

https://doi.org/10.54863/jief.932398

Öz

The criteria for bank selection by a customer is one of the most challenging issues for many bankers, as commercial banks perform similar functions in the banking system of any economy. Therefore, the present study attempts to analyze and prioritize the main determinants of consumer choices for Islamic Banks. It adopts survey questionnaires with 250 sample size through convenient and snow bowling sampling analyzed using the Analytic Hierarchy Process.
The findings reveal that corporate customers prioritize religious motives followed by low service charges as the main determining factor for their choices, while customer service and profit-sharing came in the third and fourth places, respectively. The findings further show that the retail customers prioritize religious factors, followed by customer services. These findings are indicative that the customers opted for Islamic banks with significant influence of religious motives.
Moreover, the study also reveals that Amana bank was prioritized in terms of Shari'ah compliance, while NBC and KCB banks both highly prioritized in terms of customer services, whereas PBZ bank was highly rated in terms of lower service charges. Further implying that customers would place the highest trust in Islamic banks when operating as full-fledged Islamic banks compared to window services.

Anahtar Kelimeler

Islamic Banking, Consumer Choice, Analytic Hierarchy Process, AHP, Islamic Banking in Tanzania

Destekleyen Kurum

Not applicable

Proje Numarası

Not applicable

TANZANYA GİBİ KONVANSİYONEL BANKACILIĞIN HAKİM OLDUĞU BİR ORTAMDAKİ KURUMSAL VE BİREYSEL MÜŞTERİLERİN İSLAMİ BANKACILIK TERCİHLERİNİN ANA BELİRLEYİCİLERİNİN ANALİZ EDİLMESİ VE ÖNCELİKLENDİRİLMESİ

Öz

Ticari bankalar herhangi bir ekonominin bankacılık sisteminde benzer işlevleri yerine getirdiğinden, bir müşteri tarafından banka seçimi kriterleri birçok bankacı için en zorlu konulardan biridir. Bu nedenle, bu çalışma İslami Bankalar için tüketici tercihlerinin ana belirleyicilerini analiz etmeye ve önceliklendirmeye çalışmaktadır. Kartopu örneklemesi yoluyla 250 örneklem büyüklüğündeki anket sorularını Analitik Hiyerarşi Süreci (AHP) metodunu kullanarak benimser.
Bulgular, kurumsal müşterilerin tercihlerinde ana belirleyici faktör olarak dini saiklere öncelik verdiklerini ve bunu düşük hizmet ücretlerinin izlediğini, müşteri hizmetleri ve kâr paylaşımının da sırasıyla üçüncü ve dördüncü sıralarda yer aldığını ortaya koymaktadır. Bulgular ayrıca bireysel müşterilerin dini faktörlere öncelik verdiğini ve bunu müşteri hizmetlerinin izlediğini göstermektedir. Bu bulgular, müşterilerin dini motiflerin önemli etkisi olan İslami bankaları tercih ettiğini göstermektedir.
Ayrıca, çalışma Amana bankasının Şeriat uyumu açısından öncelikli olduğunu, NBC ve KCB bankalarının ise müşteri hizmetleri açısından oldukça öncelikli olduğunu, buna karşılık PBZ bankasının daha düşük hizmet ücretleri açısından yüksek puan aldığını da ortaya koymaktadır. Ayrıca, pencere hizmetine kıyasla tam teşekküllü İslami bankalar olarak faaliyet gösteren bankaların müşterilerin İslami bankalara olan güveni açısından daha yüksek bir potansiyele sahip olduğunu gösterir.

Anahtar Kelimeler

İslami Bankacılık, Müşteri Tercihleri, Analitik Hiyerarşi Süreci, AHP, Tanzanya’da İslami Bankacılık

Proje Numarası

Not applicable

Kaynakça

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