Service Quality and Customer Satisfaction in Jordanian Islamic Banks

Tebani, Abdelfateh; Yousfi, Imane

مجلة العلوم الاقتصادية وعلوم التسيير
Volume 19, Numéro 1, Pages 389-399
2019-12-31

Service Quality And Customer Satisfaction In Jordanian Islamic Banks

Authors : Tebani Abdelfateh . Yousfi Imane .

Abstract

The main aim of this study is to investigate the impact of Islamic banks’ service quality dimensions (tangibility, responsiveness reliability, empathy, assurance and sharia compliance) on the customer satisfaction in Jordan. An electronic questionnaire was developed and from a total of 100 questionnaires distributed on the Jordanian customers of Islamic banks, 63 were returned. The results of the multiple regression model indicated that the higher service quality is, the more customer satisfaction becomes. Moreover, the findings indicate that the dimensions of service quality that play an important role in this equation are tangibility responsiveness and sharia compliance. These factors have positively affected the customer. Keywords: Service quality; Customer satisfaction; Islamic banks; multiple regression; Jordan Jel Classification Codes : G21, G2, M31