Journal of Financial Services Marketing

, Volume 24, Issue 3–4, pp 59–68 | Cite as

Factors affecting customers’ continued intentions to use Islamic banks

  • Hajime KamiyamaEmail author
  • Kenichi Kashiwagi
Original Article


No study has concurrently verified the religious motives and attitudes that affected the customers’ continued intentions to use Islamic banks along with the importance of other factors and attributes associated with conventional banking services. This study examines factors affecting customers’ attitudes toward Islamic banks based on data obtained from interview surveys conducted in Jordan. The findings show that customers’ religious motives, their evaluations of a bank's compliance with Islamic law as an indication of the customers’ religious attitudes toward Islamic banks, and the ease of access to credit had a positive effect on the customers’ intentions to continue using Islamic banks. More specifically, the findings suggest that customers who continuously transact with Islamic banks more strongly emphasize religious attitudes, rather than credit constraints (such as the degree of access to credit) and religious motives. This study further reveals that religious attitudes, rather than mere religious motives, were the primary criterion for the customers’ continued intent to use Islamic banks, especially when considering the strong effect of their religious attitudes toward Islamic banks.


Islamic Banks Customer Behavior Religion Islamic Law 



  1. Abduh, M., S. Kassim, and Z. Dahari. 2012. Customer satisfaction and switching behaviour in Islamic banking: Evidence from Indonesia. School of Doctoral Studies (European Union) Journal 4: 209–215.Google Scholar
  2. Ajzen, I., and M. Fishbein. 1973. Attitudinal and normative variables as predictors of specific behaviors. Journal of Personality and Social Psychology 27(1): 41–57.Google Scholar
  3. Ajzen, I., and M. Fishbein. 1980. Understanding attitudes and predicting social behavior. Upper Saddle River: Prentice Hall.Google Scholar
  4. Altwijry, O.I., and M. Abduh. 2013. Customer satisfaction and switching behavior in Saudi Islamic banks: An exploratory study. Journal of Islamic Finance 2(2): 17–25.Google Scholar
  5. Amin, H. 2008. Choice criteria for Islamic home financing empirical investigation among Malaysian bank customers. International Journal of Housing Markets and Analysis 1(3): 256–274.Google Scholar
  6. Amin, H., M.R. Abdul Hamid, S. Lada, and R. Baba. 2009. Cluster analysis for bank customers’ selection of Islamic mortgages in Eastern Malaysia: An empirical investigation. International Journal of Islamic and Middle Eastern Finance and Management 2(3): 213–234.Google Scholar
  7. Amin, H., A.R.A. Rahman, S.L. Sondoh Jr., and A.M.C. Hwa. 2011. Determinants of customers’ intention to use Islamic personal financing: The case of Malaysian Islamic banks. Journal of Islamic Accounting and Business Research 2(1): 22–42.Google Scholar
  8. Assadi, D. 2003. Do religions influence customer behavior? Confronting religious rules and marketing concepts. Cahiers du CEREN 5: 2–13.Google Scholar
  9. Awan, H.M., and K.S. Bukhari. 2011. Customer’s criteria for selecting and an Islamic bank: Evidence from Pakistan. Journal of Islamic Marketing 2(1): 14–27.Google Scholar
  10. Bizri, R. 2014. A study of Islamic banks in the non-GCC MENA region: Evidence from Lebanon. International Journal of Bank Marketing 32(2): 130–149.Google Scholar
  11. Chaudhuri, A., and M.B. Holbrook. 2001. The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing 65(2): 81–93.Google Scholar
  12. Delener, N. 1990. The effects of religious factors on perceived risk in durable goods purchase decisions. The Journal of Consumer Marketing 7(3): 27–38.Google Scholar
  13. Delener, N. 1994. Religious contrasts in consumer decision behavior patterns: Their dimensions and marketing implications. European Journal of Marketing 28(5): 36–53.Google Scholar
  14. Devlin, J.F. 2002. An analysis of choice criteria in the home loans market. International Journal of Bank Marketing 20(5): 212–226.Google Scholar
  15. Dorota, R.H. 2013. Determinants of consumer purchasing behavior. Management 17(1): 334–346.Google Scholar
  16. DoS. 2011. Islamic banks’ customer survey (Arabic language). Amman (Jordan): Department of Statistics, mimeo: 1–31.Google Scholar
  17. East, R. 1997. Consumer Behaviour: Advances and Applications in Marketing. London: Prentice Hall.Google Scholar
  18. Erol, C., and R. El-Bdour. 1989. Attitudes, behaviour and patronage factors of bank customers towards Islamic banks. International Journal of Bank Marketing 7(6): 31–37.Google Scholar
  19. Erol, C., E. Kaynak, and R. El-Bdour. 1990. Conventional and Islamic bank: patronage behaviour of Jordanian customers. International Journal of Bank Marketing 8(5): 25–35.Google Scholar
  20. Essoo, N., and S. Dibb. 2004. Religious influences on shopping behaviour: An exploratory study. Journal of Marketing Management 20(7–8): 683–712.Google Scholar
  21. Foxall, G.R., and R.E. Goldsmith. 1994. Consumer Psychology for Marketing. London: Routledge.Google Scholar
  22. Hamid, A., and O. Masood. 2011. Selection criteria for Islamic home financing: A case study of Pakistan. Qualitative Research in Financial Markets 3(2): 117–130.Google Scholar
  23. Haron, S., N. Ahmad, and S.L. Planisek. 1994. Bank patronage factors of Muslim and non-Muslim customer. International Journal of Bank Marketing 12(1): 33–40.Google Scholar
  24. Hussain, M., A., Shahmorad, R. Turk. 2015. An overview of Islamic finance. IMF Working Paper 2015(120): 1–34.Google Scholar
  25. Kaynak, E., and O. Kucukemiroglu. 1992. Bank and product selection: Hong Kong. International Journal of Bank Marketing 10(1): 3–16.Google Scholar
  26. Khan, M.S.N., M.K. Hassan, and A.I. Shahid. 2007. Banking behavior of Islamic bank customers in Bangladesh. Journal of Islamic Economics, Banking and Finance 3(2): 159–194.Google Scholar
  27. Kishada, Z.M.E., and N.A. Wahab. 2013. Factors affecting customer loyalty in Islamic banking: Evidence from Malaysian banks. International Journal of Business and Social Science 4(7): 264–273.Google Scholar
  28. Lada, S., H.G. Tanakinjal, and H. Amin. 2009. Predicting intention to choose halal products using theory of reasoned action. International Journal of Islamic and Middle Eastern Finance and Management 2(1): 66–76.Google Scholar
  29. Loo, M. 2010. Attitudes and perceptions towards Islamic banking among Muslims and non-Muslims in Malaysia: Implications for marketing to baby boomers and X-generation. International Journal of Arts and Sciences 3(13): 453–485.Google Scholar
  30. Ltifi, M., L. Hikkerova, B. Aliouat, and J. Gharbi. 2016. The determinants of the choice of Islamic banks in Tunisia. International Journal of Bank Marketing 34(5): 710–730.Google Scholar
  31. McDaniel, S.W., and J.J. Burnett. 1990. Consumer religiosity and retail store evaluative criteria. Journal of the Academy of Marketing Science 18(2): 101–112.Google Scholar
  32. Metwally, M. 1996. Attitudes of Muslims towards Islamic banks in a dual-banking system. American Journal of Islamic Finance 6(1): 11–17.Google Scholar
  33. Mothersbaugh, D., and D. Hawkins. 2015. Consumer Behaviour: Building Marketing Strategy. 13th ed. New York: McGraw Hill Irwin.Google Scholar
  34. Naser, K., A. Jamal, and K. Al-Khatib. 1999. Islamic banking: A study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing 17(3): 135–150.Google Scholar
  35. Newaz, F.T., K. Fam, and K. Sharma. 2016. Muslim religiosity and purchase intention of different categories of Islamic financial products. Journal of Financial Services Marketing 21(2): 141–152.Google Scholar
  36. Okumus, H.S., and E.G. Genc. 2013. Interest free banking in Turkey: A study of customer satisfaction and bank selection. European Scientific Journal 9(16): 144–166.Google Scholar
  37. Oliver, R.L. 1999. Whence consumer loyalty? Journal of Marketing 63(4): 33–44.Google Scholar
  38. Pearsall, J. 2002. Religion. The Concise Oxford English Dictionary. Tenth edition, United States. Oxford: Oxford University Press.Google Scholar
  39. Ramadan, Z.S. 2013. Jordanian criteria for Islamic banks selection: Evidence from the Jordanian banking sector. International Journal of Academic Research in Accounting, Finance and Management Sciences 3(3): 146–152.Google Scholar
  40. Rehman, A.A., and O. Masood. 2012. Why do customers patronize Islamic banks? A case study of Pakistan”. Qualitative Research in Financial Markets 4(2/3): 130–141.Google Scholar
  41. Saeed, R., A. Iqbal, R.N. Lodhi, A. Sami, A. Riaz, M. Munir, and Mizna. 2014. Impact of service quality on customer loyalty in Islamic banking sector of Pakistan: A mediating role of customer satisfaction. Journal of Basic and Applied Scientific Research 4(2): 135–143.Google Scholar
  42. Sood, J., and Y. Nasu. 1995. Religiosity and nationality: An exploratory study of their effect on consumer behavior in Japan and the United States. Journal of Business Research 34(1): 1–9.Google Scholar
  43. Souiden, N., and M. Rani. 2015. Consumer attitudes and purchase intention toward Islamic banks: The influence of religiosity. International Journal of Bank Marketing 33(2): 143–161.Google Scholar
  44. Srouji, A.F., M.S.A. Halim, Z. Lubis, and M.E. Hamdallah. 2015. Determinants of bank selection criteria’s in relation to Jordanian Islamic and conventional banks. International Journal of Economics, Commerce and Management 3(10): 294–306.Google Scholar
  45. Suryani, T., and H. Chaniago. 2011. Switching barrier factors in Islamic banking and the effects on customer retention. Working Papers: 1–9.Google Scholar
  46. Taib, F.M., T. Ramayah, and D.A. Razak. 2008. Factor influencing intention to use diminishing partnership home financing. International Journal of Islamic and Middle Eastern Finance and Management 1(3): 235–248.Google Scholar
  47. Tellis, G.J. 1988. Advertising exposure, loyalty, and brand purchase: A two-stage model of choice. Journal of Marketing Research 25(2): 134–144.Google Scholar
  48. Ullah, S., and K. Lee. 2012. Do customers patronize Islamic banks for Shari’a compliance? Journal of Financial Services Marketing 17(3): 206–214.Google Scholar
  49. Weaver, G.R., and B.R. Agle. 2002. Religiosity and ethical behavior in organizations: A symbolic interactionist perspective. Academy of Management Review 27(1): 77–98.Google Scholar

Copyright information

© Springer Nature Limited 2019

Authors and Affiliations

  1. 1.Kushiro Public University of EconomicsKushiroJapan
  2. 2.University of TsukubaTsukubaJapan

Personalised recommendations