The Impact of Islamic Banks' Service Quality Perception on Jordanian Customers Loyalty

Dr. Muhammad Turki Alshurideh, Sulieman Ibraheem Shelash Al-Hawary, Ayat Mohammad Esam Mohammad, Anber Abraheem Al-Hawary, Barween Hikmat Al Kurdi

Abstract


Studying the effect of perceived service quality on customer loyalty in the Islamic banks services setting has not been receiving much attention from scholars. A set of service quality dimensions have been investigated: tangible, reliability, empathy, assurance and responsiveness. A self-reported survey was designed to collect the primary data from 293 Islamic banks services users in the Jordanian market. Both Factor Analysis and Multiple Regression Analysis testes were used to test the study hypotheses. The findings indicated that customers expressed high levels of loyalty towards all service quality dimensions. Practitioners and academics alike are keen on accurately measuring service quality in order to better understand its essential antecedents and consequences, and ultimately, establish methods for improving such quality to exert better care for loyal customers especially those who are more profitable than others and to minimise customers switching to competitors.


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DOI: https://doi.org/10.5296/jmr.v9i2.10664

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