A SURVEY OF CUSTOMERS' PERCEPTION AND SATISFACTION WITH ISLAMIC FINANCIAL PRODUCTS AND SERVICES. (A CASE STUDY OF JA'IZ BANK PLC GUSAU)

ABSTRACT This study explores the perceptions and satisfaction levels of customers regarding Islamic financial products and services at Jaiz Bank PLC in Gusau. Islamic banking, which operates under Shariah principles, offers products such as Murabaha, Ijarah, and Mudarabah, aiming to provide interest-free and ethical financial services. The study focuses on understanding how customers perceive these products, their satisfaction with the services, and the factors influencing their choices. Data were gathered through a structured survey administered to Jaiz Bank customers in Gusau. Key areas of investigation include the extent to which customers understand the unique features of Islamic banking, their reasons for choosing Islamic financial products over conventional ones, and their overall satisfaction with customer service, product variety, and compliance with Islamic principles. The results reveal that a significant proportion of customers are attracted to Jaiz Bank due to its adherence to Islamic values, especially the prohibition of interest (riba) and involvement in ethical investments. However, challenges such as limited product offerings, accessibility, and customer service were noted as areas for improvement.