Abstract

The main objective of this paper is to investigate how service quality and customer satisfaction are correlated to self-reported loyalty intentions in Islamic banks. The paper presents primary data collected by self-administered questionnaires involving a sample of 655 respondents from all local Islamic Banks in Jordan. The results show that compliance, tangibility, responsiveness, assurance, and empathy positively linked to self-reported loyalty intentions, with compliance and assurance appearing as the greatest correlation with self-reported loyalty intentions compared to other service quality dimensions. Islamic banks should focus on continuous improvement of service quality due to the direct correlation with customer satisfaction and loyalty. It is important for Islamic banks to review and endorse all policies and procedures to ensure that their documents and investments are undertaken in line with the requirements of Islamic law. Managers should pay special attention to the service quality provided by their employees and develop their skill set through training and education programmes based on Islamic principles. As the first study of its kind in Jordan, the paper’s contribution stems from filling the research gap in examining the relationship between the various service quality dimensions and self-reported loyalty intentions in Islamic banks using the CARTER model.

摘要

本文的主要目的是研究伊斯兰银行中服务质量和客户满意度如何与自我报告的忠诚度意图相关。本文介绍了通过自我管理的调查表收集的主要数据，这些调查表涉及约旦所有当地伊斯兰银行的655名受访者。结果表明，遵从性，切实性，响应性，保证性和同理心与自我报告的忠诚度意图呈正相关，与其他服务质量维度相比，遵从性和保证性与自我报告的忠诚度意图最大相关。由于与客户满意度和忠诚度直接相关，因此伊斯兰银行应专注于不断提高服务质量。对于伊斯兰银行来说，重要的是审查并认可所有政策和程序，以确保其文件和投资符合伊斯兰法律的要求。管理人员应特别注意员工提供的服务质量，并根据伊斯兰原则通过培训和教育计划发展技能。作为约旦的同类研究，本文的贡献来自填补研究空白​​，该研究使用CARTER模型检查了伊斯兰银行的各种服务质量维度与自我报告的忠诚度意图之间的关系。管理人员应特别注意员工提供的服务质量，并通过基于伊斯兰原则的培训和教育计划来开发技能。作为约旦的同类研究，本文的贡献来自填补研究空白​​，该研究使用CARTER模型检查了伊斯兰银行的各种服务质量维度与自我报告的忠诚度意图之间的关系。管理人员应特别注意员工提供的服务质量，并根据伊斯兰原则通过培训和教育计划发展技能。作为约旦的同类研究，本文的贡献来自填补研究空白​​，该研究使用CARTER模型检查了伊斯兰银行的各种服务质量维度与自我报告的忠诚度意图之间的关系。