The Effect of Service Quality Dimensions on Customers’ Loyalty through Customer Satisfaction in Jordanian Islamic Bank

  •  Ayed Muala    


The goal of this paper is to investigate the effect of banking Service Quality Dimensions on customers’ satisfaction, and customers’ loyalty. The dimensions include tangibility, reliability, empathy, responsiveness, and assurance. The researcher used a questionnaire survey to elicit data from the participants of the study. The sample included 250 questionnaires. They were distributed over a number of Islamic Bank customers in Jordan, particularly in the capital city “Amman”. The results of the study showed that there is a positive effect of Tangibility, Reliability, Empathy, Responsiveness, Assurance, on customer satisfaction toward customers’ loyalty. This has confirmed the Hypothesis of the study (H1, H2, H3, H4, and H6) in terms of being significantly and positively related to customers’ satisfaction and loyalty. On the other hand, one hypothesis is insignificant impact which is H5.

This work is licensed under a Creative Commons Attribution 4.0 License.
  • ISSN(Print): 1918-719X
  • ISSN(Online): 1918-7203
  • Started: 2009
  • Frequency: quarterly

Journal Metrics

h-index (February 2018): 38

i10-index (February 2018): 174

h5-index (February 2018): 22

h5-median (February 2018): 33

Learn more