Islamic Banking: Analytical Field Study for Customer’s Satisfaction and Direction

  •  Nawaf Alghusin    
  •  Abdul Irshaid    


This study gives guidelines to Jordanian Islamic bank's administrations regarding their costumers’ tendencies when it comes to the quality of service provided to them from their own point of view, so these banks may be able to rate themselves and recognize their competitive ranking and do all possible procedures in order to avoid any shortcomings and fix them by enhancing the quality of service provided. Thus, not only that these banks keep their current costumers, but also they are able to attract new ones which will have a positive effect on the overall achievement of Jordanian Islamic banks.

Many Jordanians do not prefer to deal with commercial non-Islamic banks for religious reasons. This is the main result why Islamic banks have a huge share in market and consequently gain huge profits.

Islamic banks that work in the Jordanian community must follow certain procedures in order to enhance the quality of their services to be strong competitors with other commercial banks. They also must work hard to improve these services as well as create new ones, so that they meet the costumers’ expectations by understanding their views for the Islamic banks services.

The methodology employed a sample of 329 respondents took part in this study. 77% of them were received. The statistical methods used in this research are the percentages and repetitive, the arithmetic means, the correlation variation and the multiple regression analysis.

The problem of this study arises from the fact the banking services forwarded in general to the customers who were dissatisfied in order to develop its market share and maximize the profit.

The objectives of the research are to identify the Islamic banks customers’ trends, testing the quality of banking services and establishing a base of information for Islamic banks to help them in reforming the weaknesses of their performance.

The major findings revealed a positive correlation between the variables tangible, reliability and responsiveness, from one side and negative with respect to empathy and assurance on the other side.

This work is licensed under a Creative Commons Attribution 4.0 License.