قياس جودة الخدمات المصرفية في البنوك الإسلامية الأردنية : دراسة ميدانية في محافظة إربد

Abstract EN

This study aimed to identify the level of quality of service provided in the Jordanian Islamic banks from the viewpoint of the customers, and has adopted the entrance orientation to measure the quality of banking services, where reliance on the SERVPERF (Service Performance) scale to measure the actual performance of the service provided.

In order to achieve the objectives of this study, they have been developed and used identification in preparing data and information collection required from customers, where they distributed 108 identifying to agents of each of the Jordan Islamic Bank and Islamic International Arab Bank in Irbid Governorate.

The study found that the quality of banking services provided by the Jordanian Islamic banks was low.

These results also showed differences in the relative importance it attaches to the clients of the criteria they use when making their assessment of the level of quality of services provided by banks.