جودة الخدمات المالية الإسلامية التي تقدمها مؤسسات التمويل الأصغر السودانية

الملخص EN

M31This study aims to measure the quality of Islamic financial services provided by microfinance institutions in Sudan, utilizing the SERVQUAL and SERVPERF methods, and it is limited to microfinance institutions in Khartoum State.

The study collected its data by a questionnaire derived from the SERVQUAL scale, which was distributed to a sample of the clients and employees of the institutions in question.

The SERVQUAL scale was adjusted to suit the purpose of the study.

The number of resolutions suitable for analysis was from clients (316) and employees (244).

The study uses the descriptive analytical approach to analyze its results and test its hypotheses.

The study found a range of findings, including the following: clients of Sudanese microfinance institutions expect to receive high-quality financial services, and there is a negative gap between their expectations and the perception of their expectations by the employees of these institutions.

The study also found that there is a negative gap between the expectations of clients of Sudanese microfinance institutions for the quality of Islamic financial services and their awareness of the actual quality of these services.

In addition, the study found that the quality of Islamic financial services provided by microfinance institutions is low from the perspective of their clients, whether SERVQUAL or SERVPERF is utilized in quality measurement.

The study recommends that Sudanese microfinance institutions continue to study customers' expectations and design their services to meet these expectations.