A bank is a financial institution and intermediary that receives deposits and uses them to fund lending operations through loans or capital markets. Banks can borrow money by accepting deposits on current accounts, accepting term deposits, and issuing debt securities like bonds and banknotes. Banks lend money via funding advances on current accounts for consumers, disbursing installment loans, and investing in marketable debt securities, among other methods. Interest applies to both receiving and making deposits. An Islamic bank is a type of financial institution that works to bring Islam's monetary and economic tenets to life in the banking industry. Islamic banks operate according to profit-loss sharing and other acceptable business models as per Shariah law. The essential distinctions between conventional banking and Islamic banking lie in how each has conducted business and, more importantly, in the principles underpinning Islamic banking's entire framework and worldview.

In recent years the Islamic banking and finance industry has been growing considerably. Islamic banking and financial assets have grown faster than conventional banking assets in most Muslim countries. Non-Muslims from European, American, African, and Asian countries have also expressed interest in Islamic Finance. Sharia-compliant Islamic financial assets value is estimated at $3.374 trillion, including bank and non-bank financial institutions, capital markets, money markets, and insurance.

This thesis investigates customer satisfaction with Islamic banking services and shows customers' experiences for future influences on new customers and markets, how Islamic banks or finance can develop their service and handle new customers' financial problems.

Qualitative and quantitative research are the main methods of this research. Survey data was acquired via a questionnaire from students, service holders, and businesspeople. The research findings will benefit new Islamic banking and finance customers like Muslim immigrants, startup enterprises, and markets, as well as the further development of Islamic banking and financial products. In addition, it helped to understand how service design may be used in Islamic banking and finance to improve the customer experience.