Household and Corporate Customers of Participation Banks in Turkey: Customers’ Satisfaction and Bank Patronage Factors

Yıl 2016, Sayı: 106, 213 - 241, 02.12.2016

Elif Güneren Genç , H. Şaduman Okumuş Okşan Kibritçi Artar

https://doi.org/10.33203/mfy.341772

Cited By: 2

Öz

İslami bankacılık veya katılım bankacılığı Türk finansal sisteminin henüz önemli bir bileşeni olamamıştır. Bu çalışmanın amacı, Türk Katılım Bankaları tarafından sunulan bankacılık ürünlerine yönelik, müşteri farkındalığı, banka seçim kriterleri ve müşteri tatmin seviyesini verilere dayanarak istatiksel olarak analiz etmektir. Çalışmada, Türkiye’nin çeşitli illerinden 727 hanehalkı ve 109 işletme katılımcılarından oluşan bir örneklem kullanılarak 3 Temmuz – 23 Eylül 2015 dönemi arasında anket yoluyla veri toplanmıştır. Çalışma, Türk katılım bankacılığı sektörüne yönelik bilgimiz dahilinde bugüne kadar yapılan en detaylı ve kapsamlı güncel verilere dayalı analizi içermektedir.

Anahtar Kelimeler

İslami Bankacılık, Katılım Bankacılığı, Müşteri Memnuniyeti, Müşteri Farkındalığı, and Türkiye

Household and Corporate Customers of Participation Banks in Turkey: Customers’ Satisfaction and Bank Patronage Factors

Öz

Islamic banks (IBs) or Participation banks (PBs) in Turkey have not yet become one of the primary aspects of the Turkish financial system. The aim of this study is to empirically analyse in order for customers’ awareness towards the products/services provided by PBs, the reasons for choosing to bank with PBs, and customers’ satisfaction from the participating banking products and services in Turkey. To our knowledge this study has been carried out based on the most detailed and comprehensive data ever used in terms of comparative analysis of conventional banks and the PBs.

Anahtar Kelimeler

Islamic Banking, Participation Banking, Customer Satisfaction, Customer Awareness, and Bank Patronage, Turkey

Kaynakça

• Abdi, M.H. 2015. Factors Influencing Islamic Banking Selection Criteria Among International Students of Selected Universities in Northern States of Malaysia. Master in Islamic Finance Banking University Utara Malaysia. Unpublished Master Thesis. Abdullah, A. A., Sidek, R., and A. A. Adnan. 2012. Perception of Non-Muslims Customers towards Islamic Banks in Malaysia. International Journal of Business and Social Science. 3(11): 151-163. Al-Ajmi, J., H. A. Hussein and N. Al-Saleh. 2009. Clients of Conventional and Islamic Banks in Bahrain: How They Choose Which Bank to Patronize. International Journal of Social Economics. 36(11): 1086-1112. Amin, M., Z. Isa and R. Fontaine. 2013. The Role of Customer Satisfaction in Enhancing Customer Loyalty in Malaysian Islamic Banks. The Service Industries Journal. 31(9): 1519-1532. 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. Artar, O., H. S. Okumus and E. Guneren Genc. 2016. Assessing Customer Awareness and Selection Criteria of Islamic and Conventional Banks in Turkey. Doğuş Üniversitesi Dergisi. 17(2): 255-271. Asutay M., Ergec. 2013. Developments in Islamic Banking in Turkey: Emergence, Regulation and Performance. In Islamic Finance in Europe: Towards a Plural Financial System. Cattelan, V. Cheltenham: Edward Elgar Publishing. Bilir, A., H. Özgen 2010. Katılım Bankalarında Müşteri Memnuniyetinin Belirlenmesi Üzerine Hatay İlinde Bir Araştırma. Ç.Ü. The Journal of Social Sciences Institute. 19(3): 39-42. Boulam, H. 2015. Participation Banking in Turkey: Comparative analysis, Z/ Yen Reference & Perspectives. Universita› Degli Studi Di Torino School of Management and Economics Master’s Degree in International Accounting. Unpublished Master. Dhurup, M., J. Surujlal and E. Redda 2014. Customer Perceptions of Online Banking Service Quality and its Relationship with Customer Satisfaction and Loyalty. Mediterranean Journal of Social Sciences. 5 (8): 72-80. Ergec, E. H., B.G. Kaytancı and M. Toprak. 2014. Katılım Bankası Müşterilerinin Bankacılık Sistemi Kullanım Tercihleri: Mevduat Bankaları için İslami Bankacılık Penceresi. Tüketici ve Tüketim Araştırmaları Dergisi. 6 (2): 53-90. Gaith, A. and A. Worthington. 2009. Libyan Business Firm Attitudes towards Islamic Methods in Finance”, Griffitts Business School Discussion Papers Finance. Available at SSRN 1370752.