Service Quality And Customer Satisfaction In Jordanian Islamic Banks

Résumé: 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. Keywords: Service quality; Customer satisfaction; Islamic banks; multiple regression; Jordan Jel Classification Codes : G21, G2, M31

Publié dans la revue: مجلة العلوم الاقتصادية وعلوم التسيير