Malaysia customer think Banks attitude differences --论文代写范文

51Due论文代写平台essay代写范文:“Malaysia customer think Banks attitude differences”，这篇论文主要描述的是伊斯兰银行经过调查发现，有不少来自马来西亚的客户认为银行的服务态度差，通过这项调查来收集客户的数据进行研究，分析客户对银行服务不满意的原因和因素，结果发现男性和女性客户对于银行服务态度的评价存在着较大的差异。

This research emphasizes attitudinal difference of Malaysian customers about Islamic banking services. The banking service providers can gain excellent benefit from Islamic banking practices upon identification of these differences. A structured questionnaire was constructed to collect the necessary data to answer the research questions as being framed on related affective factors of attitudinal differences of consumers’ in Malaysia. In this research we have employed independent sample ‘t’ test and ANOVA to test the hypotheses. Results showed that Malaysian consumers have positive attitude toward Islamic banking. Results of ‘t’ test showed significant attitudinal differences between males and females. In addition, the results of ANOVA showed significant attitudinal difference existed only between Malay and Chinese and between Chinese and Indian, while the overall attitudes of all three races were positive toward Islamic banking. One potential limitation of this study was the size and composition of the group which participated in the study. Therefore, a generalization about the entire population of Malaysian banking customers of banking sector is inappropriate. In addition, this research could not incorporate all levels of diverse attributes of Islamic banking that might influence customers’ behavior. The results of this study can facilitate the Islamic banking service providers to introduce new, innovative service offerings based on attitudinal differences and of course, in accordance with Islamic rules and regulation.

Introduction

Attitude is an important aspect to understand or predict the behaviors of customers in some situation (Sethi, 2002). General attitudes are relatively good predictors of general behavioral likelihoods (Eagly and Chaiken, 1993). Furthermore, customer’s attitude toward a product or service is influenced by a match of the product or service user image with the customer’s self-concept (Ekinci and Riley, 2003; Sirgy et al., 1992; Wang and Heitmeyer, 2005). Results of the present study may help the Islamic banking service providers to find out the potential customers for expanding their services. So, it seems fundamental to understand the customers’ thinking or attitudinal behavior on how they perceive about the Islamic banking.

“Islamic banking has become a substantial and fastest growing industry during the last four decades. It has followed the Islamic transactions rules and principles (Sharia’h) to carry out their business??? (Henry and Wilson, 2004; Iqbal and Mirakhor, 2007; Dusuki and Abdullah, 2007). In accordance with Sharia’h principles, any payment or receipt of interest is strictly prohibited. Although,

the Islamic bank also offered more or less similar products and services which are similar to those offered by a conventional bank, such as, current accounts, credit cards, investments in securities, cheque collection, etc. (Naser et al., 1999). There are now over 300 Islamic banks and financial institutions worldwide and the estimated assets of between US$200 – US$300 billion (Henry and Wilson, 2004; Ibrahim, 2006; Pollard and Samers, 2007). Furthermore, according to Pollard and Samers (2007) almost 25 percent of Islamic financial institutions now operate in countries that do not have Muslim majorities and interest-based banks have opened up “Islamic windows??? to attract the growing number of Muslims living in Europe and North America.

Nonetheless, Wilson (1995) states: “Islamic banking is no longer regarded as a business entity striving only to fulfill the religious obligations of the Muslim community, but more significantly, as a business that is ineluctably in need for winning over customers at the same time as retaining the old ones??? (Wilson, 1995; Dusuki and Abdullah, 2007). Hinting the rapid proliferation of Islamic Banking services, Bley and Kuehn, (2005) writes, “Islamic financial services sector is growing at double digit rates???. One of the emerging, fastest growing, and progressive Muslim nations, Malaysia has already gained significant global attraction of investment opportunities. Financial and capital markets have strong foothold in Malaysia which in turn, attracted investors to expand local and global banking facilities and the operation of the subsidiaries of multinational companies. In these positive turn of economic transformations, it is vital for the Islamic Banking service providers to know the psychological and/or behavioral attitudes of the potential Muslim, as well as, non-Muslim customers toward Islamic banking services that are currently available. Yet, knowledge about customers’ attitudinal differences towards Islamic banking is very scant and research to date is also limited. In this study an affirmative stance was taken to focus on these key issues that were perceived to be worth taking in the course of transforming Islamic banking services conducive to the development of customer satisfaction, better business relations, real growth, and future developments.

Islamic Banking: Malaysian Scenario

Malaysia is well placed in the heart of South East Asia and also a member of the Association of Southeast Asian Nations (ASEAN). Excellent business opportunities exist in most of the sectors in Malaysia, not only for geographical advantage, but also for dynamic political leaderships and stability, congenial atmosphere for foreign investments, cross-cultural diversity, and many other feasible factors. The economy of Malaysia is one of the most progressive and fastest growing in South East Asian regions. Her transformation, from a mining and agriculture-driven economy in the 1970s to manufacturing in the 1990s, enabled the nation to magnetize foreign investment and increase its export capabilities substantially. The robust external environment was supported by equally strong domestic commercial activities as private consumption went up consistent with incomes and private investment that eventually enhanced productive capacity to meet ever-growing demand.

As a positive consequence of the expansion in local and external demand, opportunities for employment also strengthened. Moreover, “a distinctive and important feature of the Malaysian economy is its high degree of flexibility, which is important to mitigate the impact of external shocks and to sustain Malaysia’s growth performance for more than three decades??? (Bank Negara, 2006). It is worth mentioning here that political stability also significantly energized and inspired the nation to adopt a sophisticated strategy, which had been defined in the Seventh Malaysia Plan to make the transformation of the nation into a fully developed country by 2020.

Such noteworthy development plan and subsequently, systematic implementation procedures boosted Malaysian economy and financial markets, which, in turn, inspired them to establish an Islamic banking system that operates in parallel with the conventional banking. Bank Islam Malaysia Pte (BIMB) was the first Islamic bank (Rosly and Abu Bakar, 2003) and it was established in 1983 (Banking Info, 2008). Although, Islamic banking in Malaysia can be traced from 1963 when Tabung Haji (The Pilgrims’ Management and Fund Board) was established by the government (Haque et al.,

2007a). It provides a systematic fund mobilization process for the Muslims enabling them to perform annual pilgrimage in Makkah, as well as, persuading them to take part in economic activities and investment opportunities. According to the sustained filed experience of “Tabung Haji???, Malaysian government introduced a synchronized, methodical, and efficient process of materializing Islamic financial system. Haque et al., (2007a) state, “At first they took the initiative to familiarize the process by establishing BIMB and listed on the main board of the Kuala Lumpur Stock Exchange (KLSE) on January 17th 1992, Bank Islam has developed itself as one of the most respectable financial institutions in the country.

Conclusion

This study effectively delineates empirical evidence on the attitudinal differences of Malaysian customers’ toward Islamic banking services. As the competition among the banking service providers rose rapidly, concerns on customers’ attitudinal behaviors in the banking markets virtually became the focus of academic and field researches. The results of this study were encouraging in numerous perspectives. In this study, gender is a measurable variable and the findings provide straight forward application in the decision-making process of Islamic Banking services. Findings further indicate that males seem to exhibit greater positive attitude toward Islamic banking, relative to female. This is one of the first efforts to show how the Malays, Chinese and Indians differ in terms of attitudes toward Islamic bank. This study has laid down the foundation for future research to be directed toward examining these attitudes in greater details about banking service providers.

Therefore, given these findings, it is desired that this research impart a fundamental step toward establishing a theoretical plus empirical basis for understanding the interaction of gender and banking sector. It is also necessary that the government and, as well as, the Islamic banking authorities will take action plans directed toward spreading the culture of Islamic banking via specialized courses and organized seminars as in the case of traditional banking. This would catalyze the power of the financial structure besides incrementing the fullest capacity of the Islamic banking system and boosting its future growth and development.

Limitations

One potential limitation of this study was the size and composition of the group which participated in the study. Therefore, a generalization about the entire population of Malaysian banking customers of banking sector is inappropriate. In addition, this research could not incorporate all levels of diverse attributes of Islamic banking that might influence customers’ behavior. For example, the questionnaire that was used in this study did not include specific scheme of Islamic banking to know the customers’ opinion on that scheme. Finally, this study only considered what the specific segments of the customers were thinking about the Islamic banking in a particular country. In this study, it was assumed that respondents appropriately understood the term “Islamic banking’ and could differentiate it from the “conventional banking???. With such limitations, findings of this study must not be used as generalized thoughts, rather a scope for further investigations toward expanded research.

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