Measuring Customers Satisfaction of Islamic Banking Sector in Jordan

Fouzan Al Qaisi () and Muhannad Alrosan ()

Humanities and Social Sciences Letters, 2020, vol. 8, issue 3, 310-322

Abstract: This study measured the satisfaction of customers with the quality of Jordanian Islamic banking services. This study investigated the effect of customer satisfaction factors (quality of services, trust, and institutional image and the confidence of customers) in Islamic banks on their satisfaction with their services. The sample size consisted of 186 clients of Jordanian Islamic banks. The paper used simple and multiple linear regression methods. The major findings revealed that there is a positive significant impact of elements (services quality, customer confidence, and institutional image) in customer satisfaction with their services. The sample of this paper does not cover the total number of customers of Islamic banks in Jordan and did not take into account all the factors that affect the satisfaction of customers. In the future, it could be a more comprehensive study done in Arab countries. This result is highly relevant with immediate practical implications. This study is intended to help Jordanian Islamic banks' management develop their marketing strategies. This is important for the survival of this type of bank.

Keywords: Islamic banking; Customer service quality; Corporate image; Confidence in Islamic banks; Customer satisfaction (search for similar items in EconPapers)
Date: 2020
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