قياس رضا العملاء عن جودة خدمات المصارف الإسلامية العاملة في الأردن

Abstract EN

The aim of this research is to measure customer satisfaction with the quality of Islamic banking services operating in Jordan.

The study population included customers of all four Islamic banks operating in Jordan: Jordan Islamic Bank, Arab Islamic International Bank, Jordan Dubai Islamic Bank and Al Rajhi Bank.

The sample consisted of (400) customers dealing with the banks covered by the research.

The study concluded that customers are satisfied with the quality of services provided by Islamic banks operating in Jordan.

The customer evaluation of the quality of banking services is positive for each dimension of the quality of the five audit services (physical evidence, reliability dimension, assurance.

immediate response, empathy).

In light of the results, the researchers made a number of recommendations.

The most prominent of these recommendations are that the managements of Islamic banks operating in Jordan should be aware of the importance of the findings of this study in relation to the positive evaluation of the quality of banking services, which was positively reflected in customer satisfaction.