أثر جودة الخدمات المصرفية على رضا العملاء في البنوك الإسلامية الأردنية

العناوين الأخرى

The impact of banking quality services on customer satisfaction in Jordanian Islamic banks

مقدم أطروحة جامعية

أبو الغنم، ماجد جلال جمال

مشرف أطروحة جامعية

عطياني، مراد سليم

الجامعة

جامعة الإسراء

الكلية

كلية الأعمال

القسم الأكاديمي

قسم إدارة الأعمال

دولة الجامعة

الأردن

الدرجة العلمية

ماجستير

تاريخ الدرجة العلمية

2018

الملخص الإنجليزي

The aim of this study is to determine the impact of quality of banking services on achieving customers satisfaction in the Jordanian Islamic banks located in Greater Amman City, which include Jordanian Islamic bank, the Arab Islamic Bank and Safwa Islamic Bank where the study population consists of all clients deal with the three Islamic banks, (250) questionnaires were distributed to the study sample a total of (173) questionnaires were retrieved from the study sample, (17) questionnaires were extracted due to the lack of validity for the statistical analysis.

The statistical analysis was conducted on (156) questionnaires which equal to (62.4%) Questionnaires distributed.

Based on the results of the statistical analysis, the study reached that there is a statistically significant impact of the quality banking services in terms of their combined and sporadic dimensions in achieving customers satisfaction of the three Jordanian Islamic banks.

The researcher presented a set of recommendations reveled from the study results and its conclusions, the most important conclusion was the management of Jordanian Islamic Banks must make the quality of service strategic tool to compete others and to achieve the excellence.

التخصصات الرئيسية

إدارة الأعمال
الاقتصاد والتمويل الإسلامي

الموضوعات

• ضبط الجودة
• الأردن
• الخدمات المصرفية
• المصارف الإسلامية
• رضا العملاء

عدد الصفحات

95

قائمة المحتويات

• APA
• MLA
• AMA

لغة النص

العربية

نوع البيانات

رسائل جامعية

رقم السجل

BIM-837683