Consumer trust and confidence in the compliance of Islamic banks

Ashraf, S., Robson, J. and Sekhon, Y. (2015) Consumer trust and confidence in the compliance of Islamic banks. Journal of Financial Services Marketing, 20, 133-144. (doi:10.1057/fsm.2015.8).

Record type: Article

Abstract

Islamic banks compete with traditional (non-Islamic) banks for customers. This article aims to provide insight into why some Muslims choose to bank with Islamic banks in Pakistan, while others do not. Specifically, it addresses the questions: to what extent are trust and confidence active influencers in the decision-making process, are they differentiated or are they one of the same? Also how does the Pakistani collective cultural context further complicate the application of these concepts? For the purposes of this article trust refers to people and their interpersonal or social relations whereas confidence concerns institutions such as banks. Drawing on interviews with Muslim consumers in Pakistan, this study provides further insight into consumer behaviour within financial services and specifically Islamic banking and contributes to our theoretical understanding of the concepts of trust and confidence.

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