Saudi Journal of Business and Management Studies (SJBMS)
Volume-3 | Issue-03 | 219-231
Original Research Article
What Are the Islamic Bank Customers Attitude Determinants? A Literature Review
Majda Ayoub Juma Alzadjali, Mohd Fauzi Abu @ Hussin
Published : March 14, 2018
Abstract
The purpose of this paper is to identify the factors that influence the
customers' Attitude to patronise Islamic bank by applying theory of planned
behaviour. The literature on Islamic banking is extensive and focuses on customers‟
behaviour, yet it is still unclear what variables may have a potential impact on
customers‟ attitude. The Islamic bank customers‟ patronising factors were long
discussed in the literature, but the predictors of customers‟ attitude toward Islamic
banks according to the theory of planned behaviour has not been thoroughly discussed.
The predictors of attitude were examined within theoretical framework. This study
proposed and developed a framework using the Islamic bank customers selection
criteria (product features, service quality, social responsibility practices and trust) as
determinant of attitude. The framework is open for quantitative test which can form a
genera for future researches in the area of determinates of Islamic bank customers
Attitude. The theoretical framework incorporates customers selection criteria that are
likely determine the customers attitude to patronise Islamic banks. The framework
suggests that selection criterias‟ namely: product features, service quality, social
responsibility practices and trust determine the customers attitude to patronise Islamic
banks. This study integrates the selection criteria (product features, service quality,
social responsibility practices and trust) to determine the attitude in the theoretical
framework. The previous studies untapped the integration of customers selection
criteria to patronise Islamic banks in the theory of planned behaviour.