An Exploratory Study Of The Islamic Credit Card Users' Satisfaction

Nuradli Ridzwan Shah Mohd Dali (Universiti Sains Islam Malaysia), Shumaila Yousafzi (Cardiff University)



The Islamic financial system industry is growing tremendously in Malaysia and the existance of the system in parallel with existing conventional financial system provide an alternative to Muslim consumers in adhering to religious rules and regulation. The rapid development of the Islamic product’s creation in the banking system is comparable but customer satisfaction should not be ignored. The reseachers proposed todevelop a customer satisfaction model for one of the islamic banking products (i.e Islamic credit card). Research in customer satisfaction is predominant by the quantitative research,but the qualitative research is also getting attention. This paper is a preliminary investigation in identifying if religion has any relationship with Islamic credit card customer’s satisfaction. A semi stuctured interviews were conducted asking the respondents on whether their religious beliefs and values have any impact towards their behaviours. Seven respondents have been interviewed and asked regarding their creadit card satisfaction and the data is analysed using content anakysis. The findings revealed that religion play an important role in Islamic credit card satisfaction and can further investigated. The findings however, could not be used for generalisation as the purpose was to give an early hunch for the research.


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JMIFR - Vol 9, No.1 2012 - Part 7.pdf

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