قياس رضا العملاء عن جودة الخدمات المصرفية الإسلامية : دراسة ميدانية على بنك سورية الدولي الإسلامي

Abstract EN

The study aimes at of measuring customer's satisfaction about the quality of Islamic banking services, "field study for Syria International Islamic Bank," It identifies the extent of customer's satisfaction for the quality of the services that are offered by the bank under study.

It reveals the benefits that can be obtained by Syria International Islamic Bank from measuring the quality of its services, and work to develop them, reaching to basic goal which is increasing its market share to maximize its profitability and the study comes to a set of results stating the most important of it: 1 – It is proven the rejection of the research hypothesis which states that (there is no "difference" between expectations of customers to the dimensions of quality Islamic banking services that are provided and their perception to the level of actual performance for those services "the bank under study).

2 - According to analysis of multiple regression for the five dimensions, it was accepted the following three dimensions: physical concrete aspects, response and empathy.