Nexus between customer preference and operation of conventional banks Islamic windows in Pakistan

Abstract

Purpose The purpose of this study is to investigate the nexus between preferences of customers toward operations of Islamic windows from conventional banks. However, financial institution system of any country has a dominant importance for its growth level. This study makes a comparative analysis and nexus among Islamic windows of conventional banks, Islamic and conventional banks. Design/methodology/approach A well-designed questionnaire has been made and distributed among three types of bank customers to get their perception and preference regarding services qualities and operations from all three types of financial institutions. This study used statistical package of social sciences software for data analysis. Findings The results revealed that customers from Islamic windows have serious dispute on its Shariah-compliant regulation and fifty one per cent (51 per cent) of customer did not trust on the member of Shariah board. The mid age of customers preferred the services of Islamic windows, as it has multi-dimensional options for customers. Finally, customers from almost all three types prestigious that technology has found a significant impact for better service qualities and found a positive change in customer behavior. Originality/value This study is a first ever attempt in its nature to investigate that the customer’s preferences and different operations exist in three types of banking system in Pakistan. This study also helps to policymakers regarding customer needs and wants to provide better services.

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