Investigation of Services Utilization Decisions in Islamic Banking: Role of Motives and Behavior

Abstract

Islamic banking is essential for individual and collective well-being due to its built-in merits e.g. transparency, economic justice and profit & loss sharing etc. The study investigates service utilization decisions in Islamic banking based upon motives and behavior. A structured questionnaire was used to collect data from 200 respondents and SPSS was used to analyze the data through descriptive statistics, correlation and regression analysis etc. Results indicate that Maqāṣad-e-Sharīʻah is one of the main motives for Islamic banking. However, there is an evident gap that is reported between expectations and perceptions among banking customers. Findings show that there is statistically significant positive association between bank selection motives and banking behavior for Islamic banks customers reported satisfied behavior for banking with Islamic banks. It could enhance understanding of stakeholders.