The Effects of Marketing Strategies and Management System of Islamic Banks: Evidence from BIBD Bank, Brunei Darussalam

Abstract

The objective of this study is to identify to what extent, the waiting queue system of the banking system has a significant impact on customer satisfaction along with testing how and why a long length of time in the queue system is necessary for every customer. This study has constructed a structured interview comprised of twelve (12) components; to get exact information and perception from customers of Bank Islam Brunei Darussalam (BIBD) Berhad. This structured interview consists of five main different segments of questions; Branch Appearance, Branch Staff, Digital Banking, Call Center, and General Questions. This study develops a convenience sampling technique for the sample above 18 years of holding and a valid bank account. The construct analysis through mediation regression analysis is used to elaborate on analytic scores such as written numbers, equations, and figures without any kind of analytical diagrams for BIBD Islamic bank customers. The results of this study describe that all the variables are statistically significant to expect two variables such as banking services and digital banking. Whereas, most domestic and foreign customers are not satisfied with this waiting queue system. This study is unique in its nature and domain as we didn’t find any comprehensive study on this topic in the context of BIBD bank customers’ perceptions regarding the waiting queue system inside and outside of the bank.