Service quality and customer satisfaction in Jordanian Islamic banks
Other Title(s)
جودة الخدمة و رضا الزبون في البنوك الإسلامية الأردينة
Joint Authors
Yusufi, Iman
Tibani, Abd al-Fatih
Source
Journal of Economics and Management
Issue
Vol. 19, Issue 1 (31 Dec. 2019), pp.389-399, 11 p.
Publisher
Ferhat Abbas University of Setif 1 Faculty of Economic Commerce and Management
Publication Date
2019-12-31
Country of Publication
Algeria
No. of Pages
11
Main Subjects
Topics
Abstract EN
The main aim of this study is to investigate the impact of Islamic banks' service quality dimensions (tangibility, responsiveness reliability, empathy, assurance and sharia compliance) on the customer satisfaction in Jordan.
An electronic questionnaire was developed and from a total of 100 questionnaires distributed on the Jordanian customers of Islamic banks, 63 were returned.
The results of the multiple regression model indicated that the higher service quality is, the more customer satisfaction becomes.
Moreover, the findings indicate that the dimensions of service quality that play an important role in this equation are tangibility responsiveness and sharia compliance.
These factors have positively affected the customer.
American Psychological Association (APA)
Tibani, Abd al-Fatih& Yusufi, Iman. 2019. Service quality and customer satisfaction in Jordanian Islamic banks. Journal of Economics and Management،Vol. 19, no. 1, pp.389-399.
https://search.emarefa.net/detail/BIM-994626
Modern Language Association (MLA)
Tibani, Abd al-Fatih& Yusufi, Iman. Service quality and customer satisfaction in Jordanian Islamic banks. Journal of Economics and Management Vol. 19, no. 1 (Dec. 2019), pp.389-399.
https://search.emarefa.net/detail/BIM-994626
American Medical Association (AMA)
Tibani, Abd al-Fatih& Yusufi, Iman. Service quality and customer satisfaction in Jordanian Islamic banks. Journal of Economics and Management. 2019. Vol. 19, no. 1, pp.389-399.
https://search.emarefa.net/detail/BIM-994626
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 398-399
Record ID
BIM-994626