Yıl 2015, Cilt 14, Sayı 4, Sayfalar 761 - 779 2015-12-01

İslami Bankacılık Faaliyetlerine Yönelik Müşteri Algısı Üzerine Bir Araştırma
A Study on Customer Perception towards the Islamic Banking Operations

Cengiz TORAMAN [1] , H. Ali ATA [2] , Mehmet Fatih BUĞAN [3]

728 1123

Günümüzde gerek Türkiye’de gerekse tüm dünyada İslami finansa ilgi artmış olmasına rağmen, İslami bankacılık uygulamalarının yeterli bir gelişme göstermediği anlaşılmaktadır. Tasarrufların ekonomiye kazandırılmasında ve kaynak aktarım sürecinin hızlı ve etkili bir biçimde gerçekleştirilmesinde, İslami bankacılık önemli bir role sahiptir. Bu nedenle bankacılık hizmetlerinden yararlanan tarafların İslami bankacılık faaliyetlerine yönelik tutum ve davranışlarının tespit edilmesi, finansal sistemin gelişimi açısından gerekli olmaktadır. Bu çalışmada, mevcut ve potansiyel banka müşterilerinin İslami bankacılık faaliyetlerine yönelik müşteri algısı anket yöntemiyle belirlenmeye çalışılmıştır. Anket sonuçlarına göre, İslami bir banka ile çalışmayı tercih eden, etmeyen ve kararsız olan katılımcıların tüm sorulara vermiş oldukları cevaplar arasında anlamlı farklılıklar tespit edilmiştir. Geleneksel bankacılık sistemine alternatif olarak değerlendirilen İslami bankacılık faaliyetlerinin müşteriler tarafından yeterince bilinmediği ve potansiyel banka müşterilerinin İslami finans algısının çok zayıf olduğu anlaşılmaktadır
Nowadays although both in Turkey and all over the world interest in Islamic finance have increased, it is understood that Islamic banking practices have not demonstrated an adequate development. Contribute to the economy in the realization Islamic banking has an important role in carrying the process of savings regained into the economy and transfer of funds quickly and effectively. Therefore, it is necessary for the development of the financial system to determine the attitudes and behavior of the stakeholders who benefiting from banking services, towards Islamic banking activities. In this study, it was aimed to determine the customer perception of existing and potential bank customers for Islamic banking activities through survey method. According to survey results, there are significant differences between the answers of the participants those who prefer to work with an Islamic bank, those who does not and those who undecided were detected. The Islamic banking activities which is evaluated as an alternative to the traditional banking system is not well known by customers and it is understood that potential bank customers' perceptions of Islamic finance is very weak
  • Abduh, M. ve Omar, M. A. (2012). Islamic-Bank Selection Criteria in Malaysia: An AHP Approach. Business Intelligence Journal, 5(2), 271–281.
  • Abdullah, A. A., Sidek, R. ve Adnan, A. A. (2012). Perception of non-Muslims customers towards Islamic banks in Malaysia. International Journal of Business and Social Science, 3(11), 151–163.
  • Ahmad, N. ve Haron, S. (2002). Perceptions of Malaysian corporate customers towards Islamic banking products and services. International Journal of Islamic Financial Services, 3(4), 13–29.
  • Al‐Ajmi, J., Abo Hussain, H. ve Al‐Saleh, N. (2009). Clients of conventional and Islamic banks in Bahrain: How they choose which bank to patronize. International Journal of Social Economics, 36(11), 1086– 1112. doi:10.1108/03068290910992642
  • Amin, M. ve Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191–209. doi:10.1108/17538390810901131
  • Awan, H. M. ve Bukhari, K. S. (2011). Customer’s criteria for selecting an Islamic bank: evidence from Pakistan. Journal of Islamic Marketing, 2(1), 14–27. doi:10.1108/17590831111115213
  • BDDK. (05.03.2015), http://ebulten.bddk.org.tr/finturk#
  • Bilir, A. ve Özgen, H. (2010). Katılım Bankalarında Müşteri Memnuniyetinin Belirlenmesi Üzerine Hatay İlinde Bir Araştırma. Journal of the Cukurova University Institute of Social Sciences, 19(3).
  • Dusuki, A. W. ve Abdullah, N. I. (2007). Why do Malaysian customers patronise Islamic banks? International Journal of Bank Marketing, 25(3), 142–160. doi:10.1108/02652320710739850
  • Echchabi, A. ve Aziz, H. A. (2012). Empirical investigation of customers’ perception and adoption towards Islamic banking services in Morocco. Middle-East Journal of Scientific Research, 12(6), 849–858.
  • Erol, C. ve El-Bdour, R. (1989). Attitudes, behaviour, and patronage factors of bank customers towards Islamic banks. International Journal of Bank Marketing, 7(6), 31–37.
  • Eskici, M. M. (2007). Türkiye’de katılım bankacılığı uygulaması ve Katılım Bankaları’nın müşteri özellikleri. (yayınlanmamış yüksek lisans tezi). Süleyman Demirel Üniversitesi Sosyal Bilimler Enstitüsü.
  • Fada, K. A. ve Wabekwa, B. (2012). People’s perception towards Islamic banking: a field work study in Gombe Local Government Area, Nigeria’. International Journal of Business, Humanities and Technology, 2(7), 121–131.
  • Farooq, S. U., Ahmad, G. ve Jamil, S. H. (2010). A Profile Analysis of the Customers of Islamic Banking in Peshawar, Pukhtunkhwa. International Journal of Business and Management, 5(11), p106.
  • Gait, A. H. (2009). The Impact Of Demographıc Varıables On Lıbyan Retaıl Consumers’attıtudes Towards Islamıc Methods Of Fınance. Islamic Economic Studies, 17(1). http://www.irti.org/English/Research/Documents/IES/074.pdf adresinden erişildi.
  • Gait, A. H. ve Worthington, A. C. (2007). An empirical survey of individual consumer, business firm and financial institution attitudes towards Islamic methods. Faculty of Commerce-Accounting & Finance Working Papers, 8.
  • Gait, A. ve Worthington, A. C. (2009a). Attitudes, Perceptions and Motivations of Libyan Retail Consumers toward Islamic Methods of Finance. Available at SSRN 1370736. http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1370736 adresinden erişildi.
  • Gait, A. ve Worthington, A. C. (2009b). Libyan Business Firm Attitudes towards Islamic Methods of Finance. Available at SSRN 1370752. http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1370752 adresinden erişildi.
  • Hamzah, N., Ishak, N. M. ve Nor, N. I. M. (2015). Customer Satisfactions on Islamic Banking System. Journal of Economics, Business and Management, 3(1), 140–144. doi:10.7763/JOEBM.2015.V3.170
  • Haque, A., Osman, J. ve Ismail, A. Z. (2009). Factor influences selection of Islamic banking: a study on Malaysian customer preferences. American Journal of Applied Sciences, 6(5), 922–928.
  • Haron, S., Ahmad, N. ve Planisek, S. L. (1994). Bank Patronage Factors of Muslim and Non‐Muslim Customers. International Journal of Bank Marketing, 12(1), 32–40. doi:10.1108/02652329410049599
  • Hasan, S. A., Subhani, M. I., Osman, M. ve others. (2012). Consumer criteria for the selection of an Islamic Bank: Evidence from Pakistan. http://mpra.ub.uni-muenchen.de/40384/ adresinden erişildi.
  • Imtiaz, N., Murtaza, A., Abaas, M. A. ve Hayat, K. (2013). Factors Affectıng The Indıvıdual’s Behavıor Towards Islamıc Bankıng In Pakıstan: An Empırıcal Study. http://www.erint.savap.org.pk/PDF/Vol.1(2)/ERInt.2013(1.2-11).pdf adresinden erişildi.
  • Jaffar, M. A. ve Musa, R. (2013). Determinants of attitude towards islamic financing among Halal-certified micro and SMEs: A proposed conceptual mframework. International Journal of Education and Research, 1(8). http://www.ijern.com/journal/August-2013/27.pdf adresinden erişildi.
  • Kader, R. A., Zakaria, R. H., Razali, N. ve Abdullah, N. (2014). Why this Bank? Understanding Customers’ Preference for an Islamic Bank in a Competitive Market. http://umexpert.um.edu.my/file/publication/00005100_111213.pdf adresinden erişildi.
  • Kaytancı, A. P. D. B. G., Ergeç, E. H. ve Toprak, M. (2013). Katılım Bankası Müşterilerinde Bankacılık Ürün ve Hizmetlerine Yönelik Memnuniyet: Türkiye Örneği Satisfactions of Islamic Banks’ Costumers: The Case of Turkey. INTERNATIONAL CONFERENCE ON EURASIAN ECONOMIES 2013, sunulmuş bildiri.
  • Khattak, N. A. ve Ur Rehman, K. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662–671.
  • Koe, W.-L. ve Rahman, N. Z. A. (2014). The Use of Ar-Rahnu by Islamic Bank Customers in Malaysia. A. Kasim, W. S. A. Wan Omar, N. H. Abdul Razak, N. L. Wahidah Musa, R. Ab. Halim ve S. R. Mohamed (Ed.), Proceedings of the International Conference on Science, Technology and Social Sciences (ICSTSS) 2012 içinde (ss. 11–18). Singapore: Springer Singapore. http://link.springer.com/10.1007/978-981-287-077- 3_2 adresinden erişildi.
  • Loo, M. (2010). Attitudes and perceptions towards Islamic banking among Muslims and non-Muslims in Malaysia: implications for marketing to baby boomers and x-generation. International Journal of Arts and Sciences, 3(13), 453–485.
  • Metawa, S. A. ve Almossawi, M. (1998). Banking behavior of Islamic bank customers: perspectives and implications. International Journal of Bank Marketing, 16(7), 299–313. doi:10.1108/02652329810246028
  • Naser, K., Jamal, A. ve Al‐Khatib, K. (1999). Islamic banking: a study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), 135–151. doi:10.1108/02652329910269275
  • Nawi, F. A. M., Yazid, A. S. ve Mohammed, M. O. (2013). A Critical Literature Review for Islamic Banks Selection Criteria in Malaysia. International Business Research, 6(6). doi:10.5539/ibr.v6n6p143
  • Nurul Harisah, A. (2014). Determinants of customer’s intention to use Islamic personal financing. http://etd.uum.edu.my/4047/ adresinden erişildi.
  • Okumus, H. S. ve Genc, E. G. (2013). Interest free banking in Turkey: a study of customer satisfaction and bank selection. European Scientific Journal, 9(16). http://eujournal.org/index.php/esj/article/view/1141 adresinden erişildi.
  • Okumuş, H. Ş. (2005). Interest-free banking in Turkey: a study of customer satisfaction and bank selection criteria. Journal of Economic Cooperation, 26(4), 51–86.
  • Othman, A. ve Owen, L. (2001). The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
  • Özsoy, İ., Görmez, B. ve Mekik, S. (2013). Türkiye’de Katılım Bankalarının Tercih Edilme Sebepleri: Ampirik Bir Tetkik. Yönetim ve Ekonomi: Celal Bayar Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 20(1), 187–206.
  • Ramadan, Z. S. (2013). Jordanian criteria for Islamic banks selection. Evidence from the Jordanian banking sector. International Journal of Academic Research in Accounting, Finance and Management Sciences, 3(3), 139–145.
  • Rustam, S., Bibi, S., Zaman, K., Rustam, A. ve Haq, Z. U. (2011). Perceptions of Corporate Customers Towards Islamic Banking Products and Services in Pakistan. The Romanian Economic Journal, 41, 107–123.
  • Sarı, B. (2010). Türkiye’de Faizsiz Bankacılık Sektöründe Müşteri Memnuniyeti Ve Banka Tercihleri Üzerine Bir Uygulama. (yayınlanmamış yüksek lisans tezi). İstanbul Ticaret Üniversitesi Sosyal Bilimler Enstitüsü.
  • Sekaran, U. (2003). Research Methods for Business: A Skill Building Approach. John Willey and Sons, New York.
  • Ser, N. A. bt T., Nursyafira, F. N. ve Sundram, V. P. K. (2014). Determinants of Attitude Towards Islamic Financing Among Halal-Certified Micro and SMEs. http://papers.ssrn.com/sol3/papers.cfm?abstract_id=2540610 adresinden erişildi.
  • SERPAM. (2013). İslami Finans Kavramı , Ürünler, Dünyada ve Türkiye’de Gelişimi ve Geleceği. SERPAM.
  • Szczepanowicz, A. (2011). Unconventional banking in a conventional environment: Islamic banking and finance in the USA. (Yayımlanmamış doktora tezi). .
  • Şendoğdu, A. A. (2014). Özel Kamu Ve Katılım Bankalarında Müşteri Memnuniyeti Ve Müşteri Sadakatine Yönelik Bir Araştırma. Suleyman Demirel University Journal of Faculty of Economics & Administrative Sciences, 19(2).
Konular
Diğer ID JA33DV72YU
Dergi Bölümü Makale
Yazarlar

Yazar: Cengiz TORAMAN
Kurum: GAZİANTEP ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ

Yazar: H. Ali ATA
Kurum: GAZİANTEP ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ

Yazar: Mehmet Fatih BUĞAN
Kurum: GAZİANTEP ÜNİVERSİTESİ, İKTİSADİ VE İDARİ BİLİMLER FAKÜLTESİ, İŞLETME BÖLÜMÜ

Bibtex @ { jss256749, journal = {Gaziantep University Journal of Social Sciences}, issn = {1303-0094}, eissn = {2149-5459}, address = {Gaziantep Üniversitesi}, year = {2015}, volume = {14}, pages = {761 - 779}, doi = {10.21547/jss.256749}, title = {A Study on Customer Perception towards the Islamic Banking Operations}, key = {cite}, author = {BUĞAN, Mehmet Fatih and ATA, H. Ali and TORAMAN, Cengiz} }
APA TORAMAN, C , ATA, H , BUĞAN, M . (2015). A Study on Customer Perception towards the Islamic Banking Operations. Gaziantep University Journal of Social Sciences, 14 (4), 761-779. DOI: 10.21547/jss.256749
MLA TORAMAN, C , ATA, H , BUĞAN, M . "A Study on Customer Perception towards the Islamic Banking Operations". Gaziantep University Journal of Social Sciences 14 (2015): 761-779 <http://dergipark.gov.tr/jss/issue/24220/256749>
Chicago TORAMAN, C , ATA, H , BUĞAN, M . "A Study on Customer Perception towards the Islamic Banking Operations". Gaziantep University Journal of Social Sciences 14 (2015): 761-779
RIS TY - JOUR T1 - A Study on Customer Perception towards the Islamic Banking Operations AU - Cengiz TORAMAN , H. Ali ATA , Mehmet Fatih BUĞAN Y1 - 2015 PY - 2015 N1 - doi: 10.21547/jss.256749 DO - 10.21547/jss.256749 T2 - Gaziantep University Journal of Social Sciences JF - Journal JO - JOR SP - 761 EP - 779 VL - 14 IS - 4 SN - 1303-0094-2149-5459 M3 - doi: 10.21547/jss.256749 UR - http://dx.doi.org/10.21547/jss.256749 Y2 - 2019 ER -
EndNote %0 Gaziantep University Journal of Social Sciences A Study on Customer Perception towards the Islamic Banking Operations %A Cengiz TORAMAN , H. Ali ATA , Mehmet Fatih BUĞAN %T A Study on Customer Perception towards the Islamic Banking Operations %D 2015 %J Gaziantep University Journal of Social Sciences %P 1303-0094-2149-5459 %V 14 %N 4 %R doi: 10.21547/jss.256749 %U 10.21547/jss.256749
ISNAD TORAMAN, Cengiz , ATA, H. Ali , BUĞAN, Mehmet Fatih . "İslami Bankacılık Faaliyetlerine Yönelik Müşteri Algısı Üzerine Bir Araştırma". Gaziantep University Journal of Social Sciences 14 / 4 (Aralık 2015): 761-779. http://dx.doi.org/10.21547/jss.256749