IDEAS home Printed from https://ideas.repec.org/a/pkp/ijobem/v3y2016i1p1-17id1154.html
   My bibliography  Save this article

Measuring the Quality of Islamic Banks Services and Its Impact on Customers Satisfaction A Survey Study on the Islamic Banks Customers in Lattakia-Syria

Author

Listed:
  • Nashwa Hammoud
  • Mona Bittar

Abstract

This study aims at exploring how Islamic banks’ customers assess the services provided to them and identifying the impact of the service quality' dimensions on customer satisfaction. To achieve the aims of this study, a convenient sample of the customers of Islamic banks branches in Lattakia- Syria is selected. Data are collected through a questionnaire designed on the basis of the service performance approach and compliance. Data analysis is conducted via the use of exploratory factor analysis, descriptive statistics, and regression analysis. The study concluded that the quality of the services provided by Islamic banks is high in general. However, the total scores of customer satisfaction indicated a moderate satisfaction. The results also showed a significant impact of all service quality dimensions on customer satisfaction with "Empathy" dimension being the most effective dimension.

Suggested Citation

  • Nashwa Hammoud & Mona Bittar, 2016. "Measuring the Quality of Islamic Banks Services and Its Impact on Customers Satisfaction A Survey Study on the Islamic Banks Customers in Lattakia-Syria," International Journal of Business, Economics and Management, Conscientia Beam, vol. 3(1), pages 1-17.
    • Handle: RePEc:pkp:ijobem:v:3:y:2016:i:1:p:1-17:id:1154
    as

    Download full text from publisher

    File URL: https://archive.conscientiabeam.com/index.php/62/article/view/1154/1612
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pkp:ijobem:v:3:y:2016:i:1:p:1-17:id:1154. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Dim Michael (email available below). General contact details of provider: https://archive.conscientiabeam.com/index.php/62/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.