Comparison of Customer Satisfaction Level of Islamic Banking Services and Conventional Banking Services in Afghanistan (A Case Study of Azizi and Ghazanfar Bank) Submitted by ALIA “WASIQ|” REG NO:402-100 9008 Supervised by MR.Seed Gul RESEARCH DISERTATION SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF BSC.ECONOMICS
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Comparison of Customer Satisfaction Level of Islamic Banking
Services and Conventional Banking Services in Afghanistan
(A Case Study of Azizi and Ghazanfar Bank)
Submitted by
ALIA “WASIQ|”
REG NO:402-100 9008
Supervised by
MR.Seed Gul
RESEARCH DISERTATION SUBMITTED IN PARTIAL FULFILLMENT FOR
THE AWARD OF DEGREE OF BSC.ECONOMICS
TO
KARDAN UNIVERSTY KABUL
Declaration of Authorship
I hereby certify that the work embodied in this dissertation project is the result of
original research and has not been submitted for a higher degree to any other
University or Institution.
Name: Alia “ Wasiq”
Registration Number: 402- 1009008BSC Dissertation Paper –Kardan University
Supervisor: Mr. Saeed Gul
ACKNOWLEDGEMENT
In the Name of ALLAH!
I extremely appreciate being supported by my all teachers who have taught and
trained me and enabled me to conduct this research on ProfileAnalysis of Islamic
Banking Customers and Conventional BankingCustomers in Kabul Afghanistan
I would like to present my special thanks and sense of gratitude to Mr. Saeed Gul,
who has guided me tirelessly and thoroughly along with useful and kind feedback as a
supervisor of this dissertation.
Meanwhile, I wouldthank my constructive friends who had been consistently
supportive to me in writing and advising throughout the whole research process,
which provides me an incredible experience.
At the end, no acknowledgment can compensate my respected family, where they
have always spread their love in terms of supporting and advising me. Truly, what I
am today is all the result of all their devoted prayers and love.
Alia “Wasiq”
Abstract
Afghanistan is a developing country in which most of the industries are in growing
phase, Islamic Banking is the recent approach, which is familiarizing among the
banking industry of Afghanistan.
Banking an aggressive growing industry of Afghanistan, which is in introductory
phase of introducing Islamic banking, hereafter, this research focuses on the profile
analysis of Islamic banking Customers and conventional banking. This research will
specifically focus on behavior of Islamic banking users to study their market status
and situation interims of their ability and buying power to know their choice of saving
in the Islamic banking and conventional banking along with their preferences in the
selection of banking account nature and types.
Although the majority user of banking in Afghanistan are male but still to have a
gender equality as far as possible access female users opinions are also considered for
this study, among 65 respondents the researcher had access to only 18 females and
their opinions has been taken into consideration.
As lack of this research, only Kabul province users has been considered for this study
and to have a vital review of the responses several ages categories are considered
where the majority of respondents are of a mature age of 25 to 50 years and a very
less minority of over age and teenagers has been considered, and most of the
respondents educational levels are in undergraduate and graduate levels.
For this study the respondents with different levels of income has been considered,
where majority of them has experience with conventional banking and a minor
number of them 23 out of 65 respondents has the experience of Islamic banking.
Islamic banking system familiarity is comparatively very less than conventional
banking where it requires huge efforts of advertising to familiarize the services
offered by the Islamic banking systems
However, Afghanistan is an Islamic country. Islamic banking system providers must
ensure the public awareness and conceptual clarity about the advantages of Islamic
banking over conventional banking and disclose the benefits associated with Islamic
banking
Overall trust over Islamic banking in Afghanistan is comparatively low where efforts
are required to build up trust on Islamic banking
Table of contentTitle Page.....................................................................Error! Bookmark not defined.
Declaration of Authorship.............................................................................................ii
2.3.1 Practical Aspects of Islamic Banking in Afghanistan
The Islamic banking was introduce in Afghanistan in the year 2008 and 2009. Which will operates under the Shariah Committee involvement of famous religious scholars from Afghanistan and other countries.Da Afghanistan Bank (Central Bank of Afghanistan) prepared the law and Central Bank of Afghanistan established the Islamic banking section. This law is approved by parliament. It estimated that the total economy of Afghanistan circulate up to US$33 billion. Morethan US$4.2 billion is deposit in 17 banks and branches of national and international banks.
Currently there is no full-pledge Islamic bank in Afghanistan and all the conventional banks have been providing Islamic Banking in Afghanistan. Most of them provide liability side products for deposits while investment side products are on the lowest level. The reason for the underdevelopment of Islamic investment in Afghanistan is the lack of Islamic law and regulations.The Islamic banking law was approve in September 2011. There are some parties interested to apply for a full Islamic bank licenses. To date five conventional banks are licensed to offer Islamic banking windows in Afghanistan: 1. Kabul Bank2. Afghan Bank Mille 3. Afghan United Bank4. Maiwand Bank5. Ghazanfar Bankall the above banks has started Islamic banking in 2009 and 2010. Before this, there was no concept of Islamic banking in Afghanistan. Generally, all these banks offer liability products under Mudarabah, Musharakah, Qard Hassan, and Wadiah. All of the above banks has a Shariah board to advice on the Shariah compliancy of its products while there are Shariah advisors are on the board of the rest of the banks, which offer Islamic products and having limited number of investment products under Musharakah, Mudarabah and Ijarah.(Hamdard, Dr. Alam Khan, April 27, 2011)
All these banks haveabout 99% Customers as Afghans and Muslims the majority of them do not use banks due to the involvement of interest. Out of 30 million Afghans, only 1.8 million use banks. Ulamas and religious scholars have been very cooperative
16
in preaching and promoting Islamic banking in Afghanistan.(Dr. Alam Khan Hamdard, April 27, 2011 )
2.3.2 ChallengesThere are many challenges in Afghanistan's Islamic banking sector, which include the following: 1. Lack of public awareness about banking2. Lack of Shariah compliant technology and techniques3. Lack of Shariah agreement among Ulema and Scholars4. Insufficient investment capital5. Lack of Shariah Compliances6. Lack of Shariah Scholars' understanding of Islamic principals7. Lack of Islamic banking law8. Lack of regulations9. Lack of Shariah compliant technical support10. Poor human capacity in banks and financial institutions11. Lack of Fiqh councils(Dr. Alam Khan Hamdard, April 27, 2011 )
2.3.3 Trade Financing
Trade financing is the growing part of Islamic investment in Afghanistan and majority banks use Murabahah for trade financing as well as Musharakah. Afghanistan is depending on the import goods and many banks do finance trade and commerce using the above principles. Generally, traders are using Murabahah and Bai Mowajal to do their trade in Afghanistan. This is call Ograie mean the credit-based sale with weekly repayment of installment and it is very famous. Because of familiarity with this principle already in practice, Afghan traders do like to use this principle for trade financing. Sharia compliance Letter of Credits has been used for trade financing using the principles of Musharahah, Mudarabah and Murabahah.(Dr. Alam Khan Hamdard, April 27, 2011 )
2.3.4 Car financingMurabahah has been the best principle for house financing, car financing, and trade financing. Leasing or Ijarah is also under the consideration to be use in Car financing.
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In Murabahah the bank buys or prepares to buy the Car first and then sell it to the Customers. Some banks use Murabahah by disclosing the cost and profit margin while the rest use Bai Mowajal to sell after a 5% to 10% down payment is settle in the beginning with a tenor of three to 15 years. Kabul Bank, Azizi Bank and Bank Millie have already started housing finance for long term.(Dr. Alam Khan Hamdard, April 27, 2011 )2.3.5 Consumer BankingConsumer banking is the most favorable banking in Afghanistan and there has been a lot of trust from the public in consumer financing. Tell now few banks introduced car-financing schemes under Murabahah and Ijara Sum Bai (Hire Purchase) principles of Islamic Banking.(Dr. Alam Khan Hamdard, April 27, 2011 )2.3.6 Characteristics of Islamic banking in Afghanistan* More clearness* Asset backed banking* Honesty in profit and loss sharing* More control on funds* Low Risk in Islamic Banking and Investment * Un-availability of Islamic Insurance or Takaful (Dr. Alam Khan Hamdard, April 27,2011 )
To conclude:
Islamic banking is an institution that mobilizes financial resources and invests them in
an attempt to achieve predetermined Islamic ally -acceptable social and financial
objectives. Both mobilization and investment of funds should be conducted in
accordance with the principles of Islamic Shari'a, and conventional banking is an
institution, which deals with money, Bank draws surplus money from those who are
not using it and lend to those who are in position of using it for productive purpose
such as gold smith, merchant, moneylender.
Currently there is no full-pledge Islamic bank in Afghanistan and all the conventional
banks have been providing Islamic Banking in Afghanistan. Most of them provide
liability side products for deposits while investment side products are on the lowest
level. The reason for the underdevelopment of Islamic investment in Afghanistan is
the lack of Islamic law and regulations.
18
The Islamic banking law was approved in September 2011. There are some parties
interested to apply for a full Islamic bank licenses
Chapter Three
3 Research Methodology
3.1 Research Method
This chapter deals with the methodology adopted in conducting the study .This
chapter is organized as followers; population, sampling, research tools, scope of
study, limitation of study, Data anlysis
3.2 Population
All Islamic banking sector has been selected as population, Afghanistan, since
number of Islamic bankers are limited in Kabul only Ghazanfar bank Customers has
been chosen for Islamic banking response against the conventional banker responses
from the Azizi bank Customers. Overall population for this has been considered only
Customers of Ghazanfar Bank with Azizi Bank.
3.3 Sample Size
Sample size for this research is two banks have been selected as sample. The reason
behind selecting a minor number of respondents is that which banks as part of their
obligation they do not reveal the personal information of user.
3.4 Sampling Technique
The information in this research has been gathered from primary and secondary
sources of information. The researcher used books, journals, and research papers for
collecting secondary information, and for primary source of information, and the main
tool was questionnaires and personal visits with Customers.
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3.5 Research Tools
3.5.1Primary Data:
The primary data of this research is the information collected from 65 Customers of
Islamic and conventional banking in Kabul. The questionnaires were filled during
individual discussion and meeting.
3.5.2 Secondary Data:
The researcher used reliable sources of secondary information such as book, journals,
internet and research papers for information gathering. .
3.6 Data Analysis
The collected data were statistically analyzed; using the statistical package for social
science software representing like table and charts were used to ensure easy and
quick interpretation of data. Responses were expressed in percentage. Data from the
completed questionnaire were checked for consistency. The item were grouped based
on the responses given by the respondents and were coded for easy usage of the
statistical package for social science. This method was because it is the best
instrument to identify, compare, describe and reach a conclusion
3.7 Limitation of the Study
This study only provides a basic profile analysis of Islamic banking and conventional
banking user in Kabul, Afghanistan. Where it only provides the opinion of limited
number of users. The research is limited to Kabul only, not applicable elsewhere.
During conduction of this research, many problems has been encountered with these
following limitations and constraints:
Time factor was one of the crucial limitations to the study.
Facing complex problems while conducting the research was a tough time I had, as it
was much challenging for me to reach conclusion but through consulting my friends
and teachers.
Family problem was one of the crucial limitations to the study.
Organizational standard factor was one of the critical limitations to the study.
Secondary data and searcher on Quantitative Research method for primary data.
20
21
Chapter Four
4 Analysis and Findings
This chapter is the main part of this thesis where the research is analyzed and the
findings of this research are discussed graphically and respectively interpreted. The
content of this chapter includes solutions to demographic factors of research and
solutions to questions supporting the objectives of the research. Questions have been
analyzed via frequency and mean analysis.
Sources: : As show in the bellow pie chart and table in accordance the collected data
via questionnaire from the customers of Azizi bank and Ghanzanfar bank from
different offices thar are working as a customer with both banks in afghanistan.
From the Customers in Main branch of azizi bank and Ghazanfar bank.
Tolo tv and their emplyee .
Kisha, arai city, jolde paitakht and middical complex hospetals.
A case study on selected banks of afghanistan (azizi bank) By hartullah
mujadedi on -21/02/2016 slideshare.net
Table 4.1
Frequency Percent Valid Percent Cumulative Percent
Valid Male 47 72.3 72.3 72.3
Female 18 27.7 27.7 100.0
Total 65 100.0 100.0
22
Figure 4.1: gender of the respondents
Source:field survey 2/2016
The respondents for this research were 72 % Male and rest 28 % were female
Customers and user of the Islamic and conventional banking
What is your age
Frequency Percent Valid Percent Cumulative Percent
Valid Lee Then 25 Years 9 13.8 13.8 13.8
25-40 Years 35 53.8 53.8 67.7
41-50 Years 17 26.2 26.2 93.8
Above 50 Years 4 6.2 6.2 100.0
Total 65 100.0 100.0
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Figure 4.2: age of respondents
Source: field survey 2/ 2016
The age of our research respondents were 14% less than 25 years, 54% Between 25
and 40 years, 26% 41 to 50 years and 6% were above 50 years
Table 4.3
Frequency Percent Valid Percent Cumulative Percent
Valid Secondary School Certificate 7 10.8 10.8 10.8
Bachelor Degree 34 52.3 52.3 63.1
Master Degree 24 36.9 36.9 100.0
Total 65 100.0 100.0
Figure 4.3: Education level respondents24
Source: Field survey 2/2016
The education level of the respondents were 11% secondary school certified 52 %
holding bachelor degree holder and 37 % were master degree holders participated to
fill the questionnaire of this research
Table 4.4
Frequency Percent Valid Percent Cumulative Percent
Valid 20001-25000 7 10.8 10.8 10.8
25001-30000 18 27.7 27.7 38.5
30001-35000 21 32.3 32.3 70.8
Above 35000 19 29.2 29.2 100.0
Total 65 100.0 100.0
25
Figure 4.4: Monthly income respondents
Source: Field survey 2/2016
The monthly income of the respondents to the research was 11% has between 20000
to 25000 Afs, 28% has income between 25000 to 30000, 32% has income of 30000 to
35000. In addition, 29% respondents has income above 35000
26
Table 4.5
Frequency Percent Valid Percent Cumulative Percent
Valid Islamic Banking Syestm 23 35.4 35.4 35.4
Conventional Banking Syestm 42 64.6 64.6 100.0
Total 65 100.0 100.0
Figure 4.5: previous experience with Islamic banks or conventional banks
Source : Field survey 2/2016
In this research from the total 100% respondents 35 % has, the previous experience
with Islamic banking and the remaining65% respondents has experience with
Conventional Banking because the Islamic banking is new in Afghanistan
27
Table 4.6
Frequency Percent Valid Percent Cumulative Percent
Valid Less than 1 Year 31 47.7 47.7 47.7
1-3 years 34 52.3 52.3 100.0
Total 65 100.0 100.0
Figure 4.6: Total period of interaction with Islamic banking syestm
Source: Field survey 2/2016
The respondents to this research responds the total period of interaction with Islamic
banking were 48 % those who have interaction for less than one year or new users and
the old users or being in touch with Islamic banking between 1 to 3 years were 52%
of total users
28
Table 4.7
Frequency Percent Valid Percent Cumulative Percent
Valid Less than 1 year 8 12.3 12.3 12.3
1-3 years 22 33.8 33.8 46.2
3 years or more 35 53.8 53.8 100.0
Total 65 100.0 100.0
Figure 4.7: Total period of interaction with conventional banking syestm
Source: Field survey 2/2016
The respondents to this research responds the total period of interaction with
Conventional banking was 12 % those who have interaction for less than one year or
new users and the users being in touch with Conventional banking between 1 to 3
years were 39% and those who were in touch for more than 3 years were 54% of total
users
29
Table 4.8
Frequency Percent Valid Percent Cumulative Percent
Valid yes 20 30.8 30.8 30.8
no 45 69.2 69.2 100.0
Total 65 100.0 100.0
Figure 4.8: practical use of mudaraba saving accouunt
Source: Field survey 2/2016
The respondents to this research responds the Practical Use of Mudaraba Saving
account 31 % those who were in use already and 69% for those who were not in
practical use of mudaraba saving account in Islamicbanking system
30
Table 4.9
Frequency Percent Valid Percent Cumulative Percent
Valid yes 25 38.5 38.5 38.5
no 40 61.5 61.5 100.0
Total 65 100.0 100.0
Figure 4.9: practical use of mudaraba deposit account
Source: Field survey 2/2016
In this research the total number of respondents who were in practical use of
mudaraba deposit account were 39% and the other 61% of them are not in practical
use of mudaraba deposit account in Islamic banking system
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Table 4.10
Frequency Percent Valid Percent Cumulative Percent
Valid yes 27 41.5 41.5 41.5
no 38 58.5 58.5 100.0
Total 65 100.0 100.0
Figure 4.10: practical use of murabaha car financing
Source: Field survey 2/2016
42% of our respondents say that they are in real use of murabaha car financing
account and the remaining 58% of the respondents are not using it in Islamic banking
system
32
Table 4.11
Frequency Percent Valid Percent Cumulative Percent
Valid yes 28 43.1 43.1 43.1
no 37 56.9 56.9 100.0
Total 65 100.0 100.0
Figure 4.11: practical use of murabaha contract
Source: Field survey 2/2016
The respondents of this research who are in practical use of murabaha contract
account respond yes 43% and the remaining 67% respond no for the usage of
murabaha contract account in Islamic banking
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Table 4.12
Frequency Percent Valid Percent Cumulative Percent
Valid yes 37 56.9 56.9 56.9
no 28 43.1 43.1 100.0
Total 65 100.0 100.0
Figure 4.12: practical use of musharaka running finance
Source: Field survey 2/2016
The respondents who say yes to the practical use of musharaka running finance
account were 57% and those who were not in practical use of musharaka running
finance account were 43% of the total respondents
34
Table 4.13
Frequency Percent Valid Percent Cumulative Percent
Valid yes 48 73.8 73.8 73.8
no 17 26.2 26.2 100.0
Total 65 100.0 100.0
Figure 4.13: practical use of musharaka Account
Source:Field survey 2/2016
74% of the respondents say yes to the practical use of musharaka account in Islamic
banking and the remaining 26% of the respondents were not in practical use of
musharaka account in Islamic banking system
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Table 4.14
Frequency Percent Valid Percent Cumulative Percent
Valid yes 48 73.8 73.8 73.8
no 17 26.2 26.2 100.0
Total 65 100.0 100.0
Figure 4.14: practical use of salary account
Source: Field survey 2/2016
In conventional banking system 74% of the respondents say yes for the practical use
of salary account in conventional banks and the remaining 26% of the respondents
were not in practical use of salary account in conventional banks
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Table 4.15
Frequency Percent Valid Percent Cumulative Percent
Valid yes 21 32.3 32.3 32.3
no 44 67.7 67.7 100.0
Total 65 100.0 100.0
Figure 4.15:practical use of saving account
Source:Field survey 2/2016
In this research 32% of respondents say yes in practical usage of saving account and
the remaining 68% of the respondents were not in practical usage of saving account in
conventional banking system
37
Table 4.16
Frequency Percent Valid Percent Cumulative Percent
Valid yes 12 18.5 18.5 18.5
no 53 81.5 81.5 100.0
Total 65 100.0 100.0
Figure 4.16: practical use of fixed deposit account
Source:Field survey 2/2016
The respondents to this research who were in practical usage of fixed deposit account
were 19% and the remaining 81% respondents who were not in practical usage of
fixed deposit say no to our question for practical use of the fixed deposit account in
conventional banking system.
38
Table 4.17
Frequency Percent Valid Percent Cumulative Percent
Valid yes 59 90.8 90.8 90.8
no 6 9.2 9.2 100.0
Total 65 100.0 100.0
Figure 4.17: practical use of current account
Source:Field survey 2/2016
Thoserespondents who have current account in conventional banks were 91% who
were in practical use of current account and the remaining 9% were don’t have current
account in conventional banking they may have other account in conventional banks
39
Table 4.18
Frequency Percent Valid Percent Cumulative Percent
Valid yes 57 87.7 87.7 87.7
no 8 12.3 12.3 100.0
Total 65 100.0 100.0
Figure 4.18: practical use of internet/mobile banking
Source: Field survey 2/2016
In total 100% of respondents there are 88% of respondents who were in practical use
of internet or mobile banking say yes the remaining 12% of the respondents say no for
practical use of internet or mobile banking in conventional banking system
40
Table 4.19
Frequency Percent Valid Percent Cumulative Percent
Valid yes 38 58.5 58.5 58.5
no 27 41.5 41.5 100.0
Total 65 100.0 100.0
Figure 4.19: practical use of bank account
Source: Field survey 2/2016
The respondents to this research responds yes to practical use of bank statement were
59% of the total having account in conventional banks and the remaining 41% of
respondents were not using bank statement of conventional banks
41
Table 4.20
Frequency Percent Valid Percent Cumulative Percent
Valid yes 53 81.5 81.5 81.5
no 12 18.5 18.5 100.0
Total 65 100.0 100.0
Figure 4.20: practical use of western union and swift
Source:Field survey 2/2016
In this research 82% of the respondents were in practical use of western union and
swift of conventional banking Customers, the remaining 18% were not in practical
use of western union, and swift of conventional banking say no
42
Table 4.21
Frequency Percent Valid Percent Cumulative Percent
Valid yes 27 41.5 41.5 41.5
no 38 58.5 58.5 100.0
Total 65 100.0 100.0
Figure 4.21: practical use of credit card
Source:Field survey 2/2016
The respondents who were in practical use of the credit card in conventional banks
were 42% and the remaining 58% were not using the credit card of conventional
banks respond as no
43
Table 4.22
Frequency Percent Valid Percent Cumulative Percent
Valid yes 52 80.0 80.0 80.0
no 13 20.0 20.0 100.0
Total 65 100.0 100.0
Figure 4.22: practical use of ATM
Source: Field survey 2/2016
In this research, 80% of our respondents practically use the ATM of conventional
banks and the remaining 20% were not practically using the ATM of conventional
banks
44
Mean analysis for usage of Islamic bank products in Kabul Afghanistan
According to std Deviation formula Where X represent each value in the population,x is the mean value of the sample ∑ is the summation,and n-1 is the number of values in the sample minus1.
N Minimum Maximum Mean Std. Deviation
Are you in practical use of mudaraba saving account 65 1.00 2.00 1.6923 .46513
Are you in practical use of mudaraba deposit account 65 1.00 2.00 1.6154 .49029
Are you in practical use of murabaha car financing 65 1.00 2.00 1.5846 .49662
Are you in practical use of murabaha contract 65 1.00 2.00 1.5692 .49904
Are you in practical use of musharaka running finance 65 1.00 2.00 1.4308 .49904
Are you in practical use of musharaka Account 65 1.00 2.00 1.2615 .44289
Valid N (listwise) 65
Mean analysis for usage of conventional bank products in Kabul Afghanistan
N Minimum Maximum Mean Std. Deviation
Are you in practical use of salary account 65 1.00 2.00 1.2615 .44289
Are you in practical use of saving account 65 1.00 2.00 1.6769 .47129
Are you in practical use of fixed deposit account 65 1.00 2.00 1.8154 .39100
Are you in practical use of current account 65 1.00 2.00 1.0923 .29171
Are you in practical use of internet/Mobil Banking 65 1.00 2.00 1.1231 .33108
Are you in practical use of bank Statement 65 1.00 2.00 1.4154 .49662
Are you in practical use of western union and swift 65 1.00 2.00 1.1846 .39100
Are you in practical use of credit card 65 1.00 2.00 1.5846 .49662
Are you in practical use of ATM 65 1.00 2.00 1.2000 .40311
Valid N (listwise) 65
Source :Field survey 2/2016
In this research our respondents respond to the Islamic banks product practical usage
as average were 9.1538, while for the conventional banks product practical usage by
the respondents of this research as average were 12.3538 which is more than the
Islamic banking product used by Customers because the Islamic banking is very new
in the market.45
46
Chapter Five
5 Conclusion and Recommendation
5.1 Conclusion
Although the majority user of banking in Afghanistan are male but still to
have a gender equality as far as possible access female users opinions are
also considered for this study, among 65 respondents the researcher had
access to only 18 females and their opinions has been taken into
consideration.
As lack of this research, only Kabul province users has been considered for
this study and to have a vital review of the responses several ages categories
are considered where the majority of respondents are of a mature age of 25 to
50 years and a very less minority of over age and teenagers has been
considered, and most of the respondents educational levels are in
undergraduate and graduate levels.
For this study the respondents with different levels of income has been
considered, where majority of them has experience with conventional
banking and a minor number of them 23 out of 65 respondents has the
experience of Islamic banking.
Half of the respondents have interaction with Islamic banking over a year
and remaining half has interaction with IBS for less than one year, while for
conventional banking only 8 of respondents has interaction with CBS for less
than year, and majority has interaction for over than a year among which 35
respondents has interaction with conventional banking system over the three
years.
Islamic banking system users are majorly investing and are involved in
mudaraba saving, mudaraba deposit, murabaha car financing, murabaha
contract, musharaka running finance and musharaka account. Meanwhile, the
conventional banking users are involved in much more activities of bank
rather than only few specified fields such as Islamic banking users. The
conventional banking users are involved investing and interaction with
47
salary, saving, fixed deposit, current accounts, internet/mobile banking,
western union and swift, credit cards and automatic teller machines.
As result, here is the satisfaction level of Islamic banking users about
respective accounts:
Majority of Mudaraba saving account users are satisfied of the account where
it encompasses a percentage of 57 percent and a minor of 14 percent are
highly satisfied and around just 29 percent are in neutral condition about their
satisfaction with the account. On the contrary, for mudaraba deposit account
majority of 30 percent has negative point of view and 30 percent with neutral
status and a minority with satisfaction and highly satisfaction.
Half plus users of Islamic banking murabaha car financing are unsatisfied
and in neutral condition and less than half 43 percent are satisfied with the
services. Similarly, murabaha contract users are highly against this service
where around 61 percent unsatisfied and in neutral condition only a minority
is satisfied of the services.
On average users of musharaka running finance are very close to being
neutral about their satisfaction, but on the contrary the users of musharaka
account on average are in between highly satisfied and satisfied status.
Here are on average results of the users of conventional banking services:
Over 72 percent of the salary accounts of conventional banking users are
highly satisfied from the service of salary account and a very minority of 14
percent each is in neutral and unsatisfied condition. Similarly, over 61 percent of
saving accounts users are satisfied with service and around 40 percent of which in
very satisfied status.
On the contrary, around 75 percent of conventional banking services users are
in neutral and unsatisfied condition about the service of fixed deposit only a
minority of 26 percent are satisfied.
Similar to other form of conventional banking system users 75 percent are
satisfied with current account service and on mean study 1.86 results indicate
that users are in between highly satisfied and very satisfied and only 25
percent are neutral and unsatisfied with current account.
Users of internet/mobile banking and bank statement are on average satisfied
from these services where for internet banking/mobile banking users are in
48
between satisfied and highly satisfied while for bank statement most of them
are satisfied.
Western union and swift users are majorly satisfied with this services which
encompasses 83 percent and very less percentage is in neutral condition, and
for half of the users are satisfied from the credit card services and around 30
percent are neutral and only a minor percentage of 7 are not satisfied of this
service, and on average users of ATM are in between satisfied and very
satisfied.
On a comparison study majority of the conventional banking system users are
highly satisfied with services offered by their respective bank and Islamic
banking system users are relatively low satisfied with services of Islamic
banking.
As far as the satisfaction level of Islamic banking users are concern with
employee behavior, facilities, equipment and their locations they are highly
satisfied of the behavior and satisfied of facilities, equipment and locations.
On the contrary, users of conventional banking users only little number of
respondents has a negative satisfaction, which on average they are satisfied
close to being neutral, which means they are less satisfied in comparison to
Islamic banking users.
If we take into consideration the selection of bank for users of Islamic banking
they are highly influenced by the religious point of view, friends and family
point of view, and by easy access and relatively minors which select by their
profitability, and similarly conventional banking system users are influenced
via above mention ways including the popularity of the bank
49
5.2 Recommendation
After analysis from research findings researcher has come up with following
recommendations:
Islamic banking system familiarity is comparatively very less than
conventional banking where it requires huge efforts of advertising to
familiarize the services offered by the Islamic banking systems
However, Afghanistan is an Islamic country. Islamic banking system
providers must ensure the public awareness and conceptual clarity about the
advantages of Islamic banking over conventional banking and disclose the
benefits associated with Islamic banking
Overall trust over Islamic banking in Afghanistan is comparatively low where
efforts are required to build up trust on Islamic banking
To motivate more customers toward Islamic banking in Afghanistan ,Islamic
banks have to improve their services and provide the transparent information
50
5.3 Bibliography
Albaraka. (2015). Islamic Banking. Retrieved October 25, 2015, from Albaraka: