Determinants of customer loyalty in Palestinian Islamic banks رسالة ماجستير

Abstract

he aim of the study is to identify determinants of customer loyalty in Palestinian Islamic banking to achieve the aim of the study the researcher collecting data from the customers of three Islamic banks and then analyzing the questionnaires using the t-test and anova statistical analysis methods. Data of 207 respondents from all branches of Islamic banks were used to determine the factors of customer loyalty to Islamic banks. The results show that customers are loyal to banks first through a network of social motive, and then it is a bank that operates under Islamic rules and legislation. The study recommended that Islamic banks motivate workers to give more and build stronger relationships with their customers. The study also recommended extending the powers of the Islamic Sharia Audit Department of banks and strengthening their role. Also recommended to review of the pricing policy and the development of banking systems. This research comes to focus on the factors of customers’ choice of Islamic banks, which allows Islamic banks in Palestine to focus on the most important factors that raise the level of customer loyalty, in addition to attracting new customers from competing commercial and Islamic banks.