The Determinants of Customer Satisfaction in Islamic Banks in Libya

Abstract

In the face of financial globalisation, the Islamic banking system seems to be thriving and robust, coexisting peacefully alongside the regular banking system. The study will look at a variety of areas, including service quality, government assistance, Shariah compliance, religious support and price. The data for this study were gathered via a survey of Tripoli’s consumer bankers. 200 questionnaires were sent to selected respondents. Conclusions may be taken from this sample by generalising the population’s interests. Random sampling was used to identify the basic units. The findings of this study will assist banks and connected stakeholders in the financial industry, including policymakers and senior management, in making Islamic banking more acceptable and beneficial to clients. The study’s key finding is that Shariah-compliant goods and services are more likely to increase customer purchase intent. These provisions would enable all parties engaged in Islamic banking, especially Libyan banks, to be more proactive in developing effective marketing strategies to recruit new customers.