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Register a new userMeasuring customer satisfaction for quality Islamic banking services (Field study on the Syrian International Islamic Bank)
قياس رضا العملاء عن جودة الخدمات المصرفية الإسلامية (دراسة ميدانية على بنك سورية الدولي الإسلامي)
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هدفت دراسة قياس رضا العملاء عن جودة الخدمات المصرفية الإسلامية " دراسة ميدانية عن بنك سورية الدولي الإسلامي"، إلى تعرف مدى رضا العملاء عن مستوى جودة هذه الخدمات التي يقدمها البنك محل الدراسة، و أيضاً إلى الكشف عن المنافع التي يمكن أن يحصل عليها بنك سورية الدولي الإسلامي من وراء قياس جودة خدماته، و العمل على تطويرها وصولاً إلى هدف أساس، ألا و هو زيادة حصته السوقية لتعظيم ربحيته.
The study aimes at of measuring customer's satisfaction about the quality of Islamic banking services, "field study for Syria International Islamic Bank," It identifies the extent of customer's satisfaction for the quality of the services that are offered by the bank under study. It reveals the benefits that can be obtained by Syria International Islamic Bank from measuring the quality of its services, and work to develop them, reaching to basic goal which is increasing its market share to maximize its profitability.
References used
حسين علي، الأساليب الحديثة في التسويق، دار الرضا، دمشق، سورية، 2002
محمد أيوب، ومحمد زاهر دعبول، مبادئ تسويق الخدمات، دار الرضا، دمشق، سورية، 2002
محمد عباس ديوب، إدارة التسويق، منشورات جامعة تشرين، 2007
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This study aims to identify the impact of the quality of banking service dimensions (tangibles, reliability, assurance, empathy and responsiveness) on customer satisfaction in the Bank of Syria and Overseas.
The research aimed to measure the impact of the application of the quality management system according to ISO 9001 standards on customer satisfaction in the banking sector, and the goal of this measurement is to discover how the customers perceive th
e benefits of quality management system, It also aims to discover the strengths and weaknesses of the application of this system to enhance the strengths and treat the weaknesses, and to make continuous improvement for the quality management system. In addition to this to work on developing the customer confidence in the services that are provided by the Bank.
The research aims at finding out the role of the electronic banking services provided
by the Commercial Bank of Syria in increasing customers' satisfaction, as well as focusing
on customers' satisfaction because of its importance and its role in ac
hieving the
competitive advantage in the delivery of services in the banking sector, which represents
an area of competition between public banks and private banks. Also, it aims at stating the
extent of the employees' participation in the bank under study regarding their eagerness to
achieve customers' satisfaction.
At the end, the research presents a summary of the most important findings. It also
presents some proposals and recommendations that will further improve the level of
electronic banking services and achieving customers' satisfaction inorder to compete at a
global level through a field study using a questionnaire designed for this purpose.
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f these banks.
Descriptive statistics was used in the research. Statistical methods were used in SPSS to analyze the results of the research, and the questionnaire was used to collect data from the research community.
The research community consisted of customers of governmental commercial banks in Aleppo, where 270 questionnaires were distributed to the sample and 250 valid questionnaires were retrieved for research purposes.
This research has aimed to identify the level of quality of banking services provided in the branches of the bank under study, to know the relative importance of the main and subsidiary dimensions of the quality of banking service, and to study the r
elationship between quality and customer satisfaction. The study relied on the approach of the gap theory, to compare the actual performance of the service provided and the expected performance Of them, the research sample consisted of (314) sample from commercial bank branch clients in Lattakia Governorate. The most important results of the research were as follows: It was found that there are significant differences between the dimensions of perceived and expected quality and at the level of all the main dimensions, and these differences were in favor of the expected quality dimensions, meaning that the quality of banking service meets part of customer expectations, and according to the scale of gaps, the most satisfactory dimensions to customers are: the tangible elements, followed by security Then sympathy, as for the least customer satisfaction, which is reliability and response, and there is a significant relationship between quality and customer satisfaction.
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