Abstract
This study aims to determine client’s attitude explanatory factors for the selection of an Islamic bank at Jordan. Mainly, the study identifies factors shaping client’s attitude toward Islamic banks that are considered in clients' decision choices related to different behavioral theories. Data were randomly collected from Islamic banks clients in Jordan. A questionnaire was developed, distributed, and analyzed via the model of t-test on 138 clients. The results show that clients consider several factors in their choices between religious and non-religious. Essentially, religious factors are principles, absence of interest, religious edict or justification, profit-sharing, and Islamic price basis of banking services. The non-religious related factors were sufficient branches, caring and comfortable, appearance and internal decoration design, fast services, response to their clients’ needs, sufficient number of staff, giving clients the top priorities, clients' needs to include disclosing information as a part of accounting system adequacy. Adequate attention is needed to every client, competitive service prices, and the influence of friends and family. The study concludes that it is not possible to say that religious factors are enough, but the interest-free banking greatly represents the non-religious or the economic factors, and the profit-sharing principle is important; Policymakers must consider this to buildup a positive attitude toward Islamic banks. The findings recommend that religious and non-religious values significantly influence clients’ intentions and choices. It suggests that religious ethics is the most important factor, and the availability of information systems disclosing clients' needs.
Highlights
This study has concluded that the attitude formation of clients’ selection criteria shows that the non-religious product and service features are highly regarded. It suggests that clients' religious-related issues are highly assumed, but it is not the sole reason to select an Islamic bank
The management of Islamic banks needs to consider product features and service quality as important to Islamic standards in designing the strategy of Islamic banking selection criteria. Both religious and non-religious factors are important in signaling the clients and building-up their expectations and attitudes
It is not possible to say that religious factors are enough to determine the dimensions of choosing banks
Summary
Banks' similarity of services and the growing competitiveness in the banking industry have become a major concern of banks today. Banks must identify differentiating factors that determine the basis of clients’ choice among providers of financial services. Banks would have to pay a great deal of attention to their diverse clients’ demographics, such as their religious beliefs in order to enhance clients' trust in the financial firm and encourage providing diverse options. Establishing positive clients’ attitudes towards Islamic banks is the primary concern of this research paper. Clients have different behaviors or reactions toward business gestures (Wilson et al, 2008). Due to finance behavior theory, Islamic banks may have suffered an abusive relationship or an irrational one that reached a point of frustration especially when they provided good advice and their clients would not accept. At the same time clients may react differently toward banks business gestures (Wilson et al, 2008). The researchers benefited from many related theories that deal with the clients’ basic expectations and relationships
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