The Impact of Banking Services Quality on Customer Satisfaction: Case Study in Dubai Islamic Bank- Al-Ain Branch

Ayman Abdalla Mohammed
Abu Dhabi University


The study aims at identifying the impact of the quality services of Islamic banks on customer satisfactions; itis a case study of one Emirates Islamic Bank- (Dubai Islamic bank)- Al Ain Branch. The study aims to recognize the Islamic banking services offered by Islamic banks and to what extent their customer are satisfied. The  study was based on the premise centered on the impact of aspects of the quality of banking services, precisely: (tangibility, relialibility, responsiveness, security,  empathy) on the bank customers’ satisfaction feedback. The study also used descriptive analytical method, and in order to obtain the necessary data, the researcher developed a questionnaire that consists of (24) items. The questionnaires were distributed to 102 Dubai Islamic Bank clients. The researcher used (SPSS) to analyze the collected data. The results showed that the majority of the target sample of Dubai Islamic Bank is satisfied with banking services in the high  degree. The results multiple regression analysis also confirmed the existence of a strong relationship and impact between all the independent variables of the study, which combined significance (tangibility, relialibility, responsiveness, security, and empathy) and customer satisfaction. The study also recommended the need to strengthen the attention of the bank’s management dimensions of the quality of banking services by employing ICT in the activities of the bank as well as management of the bank needs to continue emphasizing the practices of islamic values among the staff.

Keywords: Quality of banking services, Islamic bank,customer satisfaction.


JMIFR Vol 14 No.1 Jun. 2017 - Part 7



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