Proceedings of the 6th International Conference on Community Development (ICCD 2019)

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Switching Behavior of Customers from Conventional Bank Services to Islamic Bank Services

Authors
Yayuk Sri Rahayu, Nur Asnawi, Siswanto, Ustatun Hasanah
Corresponding Author
Yayuk Sri Rahayu
Available Online October 2019.
DOI
10.2991/iccd-19.2019.160How to use a DOI?
Keywords
Switching behavior, conventional banking, Islamic banking
Abstract

The development of Islamic banking has given a new alternative for customers who have long been using the services of conventional banks. The widespread of Islamic banks has also been found in areas which major population is non-Muslims. The purpose of this study was to determine the factors that encouraged the switching behavior of conventional bank customers to use the services of Islamic banks. This study used qualitative methods with a case study approach. Primary and secondary data were collected through interviews, observations, and documentation. The triangulation method was employed to test the validity of the data. The process in data analyses involved data collection, data reduction, data presentation, and conclusion. The results showed that several factors influenced the switching behavior of customers from conventional bank services to Islamic bank services. These included the priceas the strongest driving factor, sales promotions, new products, and quality (although quality did not strengthen the switching behavior of customers). Furthermore, there were both internal and external factors of customers influencing their switching behavior.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 6th International Conference on Community Development (ICCD 2019)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
October 2019
ISBN
10.2991/iccd-19.2019.160
ISSN
2352-5398
DOI
10.2991/iccd-19.2019.160How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Yayuk Sri Rahayu
AU  - Nur Asnawi
AU  - Siswanto
AU  - Ustatun Hasanah
PY  - 2019/10
DA  - 2019/10
TI  - Switching Behavior of Customers from Conventional Bank Services to Islamic Bank Services
BT  - Proceedings of the 6th International Conference on Community Development (ICCD 2019)
PB  - Atlantis Press
SP  - 611
EP  - 613
SN  - 2352-5398
UR  - https://doi.org/10.2991/iccd-19.2019.160
DO  - 10.2991/iccd-19.2019.160
ID  - Rahayu2019/10
ER  -