Abstract

The purpose of this study is to examine the main factors that motivate customers to deal with Islamic banks (IBs) in State of Kuwait and explore items needed by customers to develop IBs services to improve their market position. To achieve these objectives, a self-administered questionnaire distributed among sample of IBs customers from different provinces in Kuwait.

The findings of the analysis showed that customers think that the most important items are the quality of service and low service charges offered by the bank. Moreover, the customers think that the bank mass media is the least important item. The questionnaire also asked customers what IBs need to do in order to develop their services and improve their market position. The participants attached a highest level of importance is to increase the training courses for employees to reach comprehensive employee for non-banking activities and develop practical Islamic mortgages.

The main contribution of current study is that it is difficult to IBs to attract customers by the religion motive only; they need to meet the expectations of prospective customer by delivering better and wide range of services and products.

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