The survey on consumer perceptions and experiences with Islamic banking services: understanding satisfaction and preferences among the Muslim community in Besut, Terengganu / Afza Afrina Afkar Zairi

This study investigated the awareness, understanding, satisfaction, and preferences of Islamic banking services among a community in Besut, Malaysia, through a survey of 100 respondents. The growth of Islamic banks in Malaysia is increasingly challenging, with more conventional banks engaging and offering banking goods and services based on Islamic principles. Using a questionnaire as a research instrument, 100 sets were distributed via online form among the randomly selected Besut community. The methodology of this study uses quantitative methods. Descriptive analysis was used to analyse the data in percentage, frequency, mean, mode and median. The findings revealed a moderate level of knowledge and understanding of Islamic banking principles and practices, with mean scores around 3.44 on a 5-point scale. A significant majority (approximately 89%) reported having used Islamic banking services, with a high mean satisfaction score of around 4.56 on a 6-point scale, indicating positive experiences. The availability of digital banking services moderately influenced the choice to use Islamic banking, with a mean score of 1.45 on a 3-point scale, highlighting its role for some users. Despite this moderate influence, there was a strong demand for improvements in digital banking services, reflected in a high mean score of 5.61 on an 8-point scale for desired enhancements. Respondents expressed a need for better security, faster internet connectivity, and a broader range of Sharia-compliant financial products. In conclusion, the study revealed a moderately knowledgeable and highly engaged community with Islamic banking services in Besut, with a clear call for significant digital service improvements to meet evolving needs and expectations. This suggests potential for Islamic banks to enhance customer satisfaction by addressing these demands and integrating better digital solutions.