The Role of Islamic Banks Services Qualities on Customers Satisfaction and Retention: The Moderating Role of Customer رسالة ماجستير

Abstract

This study aims to discuss the role of Islamic banks services qualities on customers’ satisfaction and retention, the study also aims to discuss the moderating role of customer intimacy. In order to achieve the study objectives, the researcher adopts a descriptive analytical methodology, and used the questionnaire as the main study data collection instrument. The study is conducted on a sample of (400) employees who are handling and dealing with the core business of the 3 Islamic banks in west bank, Palestine, 335 of the 400 were returned with a response rate of 81.3. It is clear from the results of the study that the coefficient of interpretation of the impact perceived quality dimensions (Speed, Service cost, Ease of use, Communication, User, Attitude toward use, perceived value, risk and safety, frequency of use) on ڏocustomer‎ satisfaction amounted to (31%), and its p value amounted to 0.00 which is a significant at the

significance level (0.05).

It is clear from the results of the study that the coefficient of interpretation of the impact perceived quality dimensions (Speed, Service cost, Ease of use, Communication, User, Attitude toward use, perceived value, risk and safety, frequency of use) on customer retention amounted to (22%), and its p value amounted to 0.00 which is a

significant at the significance level (0.05).

The results show that customer intimacy had a 33% efifect on customer retention when it was added to Islamic banking services. This result reflects that Customer intimacy plays an important role in customer retention, which Islamic banks must consider in the

process of attracting customers.

Based on the data analysis and the discussion demonstrated before, the following

recommendations are suggested:

٠ The need to pay attention to building an information and communication technology infrastructure in Islamic banks, which is one of the most important

requirements for achieving quality banking services

٠ The necessity of providing an organizational culture that supports the quality of

banking services in Islamic banks.

٠ The direction of management should prevail towards cooperation and

encouragement, rather than towards criticism and threats.