Factors affecting customer satisfaction in banks and its relation to profitability : A case study on a conventional bank and an Islamic bank

Joint Authors

al-Shaykh, Samiyah A.Hanna
Halim, Yasir Tawfiq

Source

Scientific Journal for Economic and Commerce

Issue

Vol. 48, Issue 4 (31 Dec. 2018), pp.693-730, 38 p.

Publisher

Ain Shams University Faculty of Commerce

Publication Date

2018-12-31

Country of Publication

Egypt

No. of Pages

38

Main Subjects

Financial and Accounting Sciences

Abstract EN

Customer satisfaction is an important dimension for performance measurement for any organization.

Customer satisfaction plays a key role in the banking sector as it is important for the development of a good relationship with customers which eventually affects the financial performance of banks.

There has always been a challenge in identifying the criteria that should be used for customer satisfaction measurement, service quality in banks depends a lot on the employee professionalism especially for employees of customer service departments of banks.

Moreover, excellent service quality is vital for business profitability and survival in banking sector.

This research recommends measures that can be used to measure client satisfaction and evaluates its impact on the financial performance of banks in two types of private banks in Egypt, conventional banks and Islamic banks through studying a sample of bank clients in one of each type.

This study shows customer satisfaction as a predictor of bank profitability.

The purpose of this paper is to identify the main financial and non-financial aspects or factors that lead to customer satisfaction in banking services and then to determine to what extent customer satisfaction affects the banks’ profitability.

Moreover, the research also investigates whether there is a difference in customer satisfaction factors in conventional banking from Islamic banking.

American Psychological Association (APA)

Halim, Yasir Tawfiq& al-Shaykh, Samiyah A.Hanna. 2018. Factors affecting customer satisfaction in banks and its relation to profitability : A case study on a conventional bank and an Islamic bank. Scientific Journal for Economic and Commerce،Vol. 48, no. 4, pp.693-730.
https://search.emarefa.net/detail/BIM-940425

Modern Language Association (MLA)

Halim, Yasir Tawfiq& al-Shaykh, Samiyah A.Hanna. Factors affecting customer satisfaction in banks and its relation to profitability : A case study on a conventional bank and an Islamic bank. Scientific Journal for Economic and Commerce Vol. 48, no. 4 (2018), pp.693-730.
https://search.emarefa.net/detail/BIM-940425

American Medical Association (AMA)

Halim, Yasir Tawfiq& al-Shaykh, Samiyah A.Hanna. Factors affecting customer satisfaction in banks and its relation to profitability : A case study on a conventional bank and an Islamic bank. Scientific Journal for Economic and Commerce. 2018. Vol. 48, no. 4, pp.693-730.
https://search.emarefa.net/detail/BIM-940425

Data Type

Journal Articles

Language

English

Notes

Record ID

BIM-940425