Abstract

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.

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