أثر جودة الخدمات المصرفية على رضا العملاء في البنوك الإسلامية الأردنية

Other Title(s)

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

Dissertant

أبو الغنم، ماجد جلال جمال

Thesis advisor

عطياني، مراد سليم

University

Isra University

Faculty

Faculty of Business

Department

Business Administration Department

University Country

Jordan

Degree

Master

Degree Date

2018

English Abstract

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.

Main Subjects

Business Administration
Islamic Economics and Finance

Topics

• Quality control
• Jordan
• Banking services
• Islamic Banks
• Consumer satisfaction

No. of Pages

95

Table of Contents

• APA
• MLA
• AMA

Language

Arabic

Data Type

Arab Theses

Record ID

BIM-837683