Factors Associated with Customer satisfaction and financial performance A case study with Dubai Islamic Banks in Jordan | ||
| Baghdad College of Economic sciences University | ||
| Article 1, Volume 0, Issue 29, May 2018, Pages 369-391 | ||
| Authors | ||
| Dr. Wanas Abdelkareem Wanas Hindawi; ; Dr. Sultan; Sultan Freihat; Dr. Khaled Khalf Allafi; Dr. Abdel Baset Ibrahim Hasouneh | ||
| Abstract | ||
| This study has three objectives. First is to investigate the set of relationships between three variables [general services, corporate social responsibility (CSR) services and Sharia’h compliance services] and customer satisfaction. The second objective investigates the relationships between three bank service variables [general services, CSR services and Sharia’h compliance services and financial performance] and financial performance. The third objective of this study is to examine the mediating effect of customer satisfaction on the individual relationships between each of three factors [general services, CSR services, and Sharia'h compliance services] and financial performance. To achieve the three objectives, the study utilises a single approach design involving the use of a quantitative instrument for customers from Jordanian Islamic banks. A representative sample of banks' customers (n=210) were recruited from the selected Islamic banks to voluntarily participate in the study. The questionnaire sought information on factors commonly associated with customer satisfaction in the banking industry: general services, CSR services, Sharia'h compliance services and financial performance, plus demographic de | ||
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