Dhofar University

College of Commerce and Business Administration

Buss 404: Final Year Project

Fall Semester
Academic Year: 2017–2018
Department of Accounting and Finance

"A study of customer satisfaction in

Islamic Banks in Oman"

Student Name: Student ID:

Muna Mohammed Hubais 201600866

Supervisor: Dr. Goksel Acar

 FORMAT OF RESEARCH REPORTS
A. Preliminary Section
I. Title Page………………………………………………………………………….………….I
II. Certificate……………………………………………………………………………………II
III. Student undertaking paper………………………………………………………….…..III
IV. Table of Contents ………………………….................………………………….........IV
V. Table of Contents ………………………….................…………………………..........V
VI. Acknowledgement ………………………………………………………..…………..….VI
VII. Abstract………………………………………………..……….…………..……..………VII
B. Main Body
I. Chapter one (Introduction).……………..………………………………………………….1
a. Introduction…………………………………………………………..............................2
b. Statement of the problem………………………………………………………….........3
c. Purpose………………………………………………………………………………..........3
d. General Objectives…………………………………………….……..…………….........3
e. Hypothesis ……………………………………………………………..…………….........3
II. Chapter two (Literature Review)…………………………………………………...……..4
a. Islamic banking……………………………………………………………….…………….5
b. Islamic banking inOman…………………………………………………………………..6
c. Customer satisfaction and service quality………………………………...………….7
d. Customer satisfaction and customer loyalty……………………………….…………8
III. Chapter three (Research DesignMethodology)………………………..….…………..9
a. Research Design Description……………………………………………………….…..10
b. Sources of Data………………………………………………………….…….…………..10
c. Sampling Procedures……………………..………………………………….…….…….10
d. Methods and Instruments of Data Gathering…..………………………….…….…..10
e. Scope of the study……………………………………………………………….…….….10
IV. Chapter four(Data Analysis)…………………………………………………….………..11
1. Figure No.1:……………………………………………………………….…………….….12
2. Figure No.2:……………………………………………………………….……….……….13
3. Figure No.3:……………………………………………………………….……….……….14
4. Figure No.4:……………………………………………………………….……….……….15
5. Figure No.5:……………………………………………………………….……….……….16
6. Figure No.6:……………………………………………………………….……….……….17
7. Table No.1:………………………….…………………………………….……….……….17
8. Figure No.7:………………………………….…………………………………….….……18
9. Table No.2:………………………………….………………………………………..…….18
10. Figure No.8:.…………………………………………………………………………….….19
11. Table No.3:…………………………………….…………………………………………...19
12. Figure No.9:………………………………………………………………………………...20
13. Table No.4:………………………………………………………………………………….20
14. Figure No.10:……………………………………………………………………………….21
15. Table No.5:………………………………………………………………………………….21
16. Figure No.11:……………………………………………………………………………….22
17. Table No.6:………………………………………………………………………………….22
18. Figure No.12:…………………………………………………………………………….…23
19. Table No.7:………………………………………………………………………………….23
20. Figure No.13:……………………………………………………………………………….24
21. Table No.8:………………………………………………………………………………….24
 22. Figure No.14:……………………………………………………………………………….25
23. Table No.9:………………………………………………………………………………….25
24. Figure No.15:……………………………………………………………………………….26
25. Table No.10:………………………………………………………………………….…….26
26. Figure No.16:……………………………………………………………………….………27
27. Table No.11:……………………………………………………………………….……….27
28. Figure No.17:…………………………………………………………………….……...…28
29. Table No.12:…………………………………………………………………….……….…28
30. Figure No.18:………………………………………………………………….……………29
31. Table No.13:…………………………………………………………………….………….29
32. Figure No.19:…………………………………………………………………….…………30
33. Table No.14:……………………………………………………………………….……….30
34. Figure No.20:…………………………………………………………………………….…31
35. Table No.15:………………………………………………………………………………..31
36. Figure No.21:……………………………………………………………………………....32
37. Table No.16:………………………………………………………………………………..32
38. Figure No.22:…………………………………………………………………………….…33
39. Table No.17:…………………………………………………………………………….….33
40. Figure No.23:………………………………………………………………………….…...34
41. Table No.18:………………………………………………………………………………..34
42. Figure No.24:…………………….……………………………………………………..….35
43. Table No.19:…………………………………………………………………………….….35
V. Chapter five (Conclusion)………………………..………………………………..……..36
a. Findings……………………….………….............................................................37
b. Recommendations…………………………………………..…………………..…....…38
VI. References……………….………………………………………………………….……....39
VII. References paper……………….………………………………………………..…….….40
VIII. Appendix……………………………………………………….…………..……..…….…...41
a. QuestionnaireEnglish side…………………………….…………..……..…….….....42
b. QuestionnaireArabic side……………………….…………..…………..…….….....43
IX. Turnitin…………………………………………………………………………...…….…….44
a. Turnitinpaper……………………………………………………………………….…….45
ACKNOWLEGDEMENT
In the Name of Allah, the Most Gracious and the Most Merciful, we give thanks to
my creator, the able and powerful Almighty Allah for his help. It would not have
been an easy achievement if not for His love and mercy on me.

Our most profound thankfulness goes to my instructor, Dr. Goksel Acar, for all his
patience, guidance, encouragement, invaluable suggestions and many discussions
that made this study to what it is. Without him understanding, consideration and
untiring advice, this dissertation would not have been completed successfully.

Our thanks and gratitude go to all my dearest family members and friends.

Lastly, we are thankful to our university for giving me the opportunity to carry out
this research in a very conducive environment. Thank you.
Abstract
In the sultanate of Oman, system of Islamic banking is getting the significance, due
to which various conventional banks are trying to be establishing their offices and
branches in Oman country, which have to be followed by the rules and regulations
of Islamic principles. Furthermore, consumers are being preferred by the banks just
because of liking the rules of Islamic principles. It is being expected from this
Islamic system that the rivalry will be increased in the banking sector with the IBs
and other CBs, which are offering the services relevant to the Islamic cultures. The
theme of presenting this document is to get the awareness of the people about
satisfaction from the services of Islamic banking and to check the effects of the
quality relevant to the service and products. It also aims to do that the causes of
selection the service and product offers by Islamic banks. I made questionnaire to
the customers of IBs'.

Consequently, this research is a study of customer satisfaction in Islamic Banks in

Oman. I will develop the questionnaire. I will select 110 respondents, by using
random customers of Islamic Banks of Oman as my population.

Keywords: Islamic banking, customer awareness, customer satisfaction, service
quality, Islamic banks in Oman.

List of Abbreviations:
IBs; Islamic Banks
CBs; Conventional Banks
Chapter One:
Introduction
Introduction
It is an important observation of the banking sector that why should customer
retain with the organization. Whether a customer is are satisfied but there is also a
requirement of retaining the customer with bank. The environment of revelry has
been increased as compared to the previous region and in respect of monetary
organization it is more intense than the Other industries. Therefore, it has become a
necessity for the banking sector to emphasize upon the satisfactory level of
customers. Now customers are fully conversant with the quality parameters,
therefore, the service quality for banking sector has become major
concern. Service quality pertains to the completion of all the perspectives
demanding by the customers because of availability various substitute products in
the market which can be similar in nature but the concept of decision-making
regarding purchase is based on the service quality. This is an important connection
of customer satisfaction which is derived from the product quality and service
quality with combination of customer knowledge. There is a lot of research is
available about customer satisfaction and its relation elements likewise product
quality as well as many others but there are very few researches in respect of
Islamic banking. In Oman country the same issues have not been discussed by the
researchers. Therefore, the main object of this report is to analyze the customer
satisfaction and the awareness of consumer in respect of Islamic banking in Oman
country.
Statement of Problem
How does the quality of Islamic banking services affect customer satisfaction?

Which the study sought to achieve by answering the following sub-questions:

Research Questions
This research seeks to answer the following questions:
1. What are the strong and weak points in customer satisfaction for Islamic banks?
2. What is the impact of customer satisfaction in Islamic Banks on the number of the
customers?
3. Do the Islamic banking services have any significant impact on the bank’s financial
performance?

Purpose and Objectives of the study

In this research we willstudy of customerssatisfaction in Islamic Banks in Oman.

General Objectives
The research aims to achieve the following objectives:
1. Know customer satisfaction about the quality of Islamic banking
2. Disclosing the benefits that the Islamic Bank can get from measuring the
quality of its services.

Hypothesis
By reviewing the study problem and its objectives, the study hypothesis was
formulated as follows:
H0: Customers have satisfaction in Islamic banking services.
H1: Customers do not have satisfaction in Islamic banking services.
 Chapter 2:
Review of Literature
In this chapter, we define some concepts which related to this study such as:
Islamic banking, Islamic banks in Oman, Customer Satisfaction and Service
Quality, Customer Satisfaction and Customer Loyalty,

ISLAMIC BANKING:
All the financial activities which are done taking into account the principles
of Islam are come in the criteria of Islamic Banking, however, it is possible
with the growth of monetary terms of Islam as well as it is applied through the
practice of Islamic principles. A few examples of Islamic financial institutions
are included the Mudarabah which is relevant to the services of profit-sharing
and loss-bearing, Wadiah which is relevant to the services of safekeeping,
Musharaka which is from of business company joint venture, Murabahah
relevant to the cost-plus, and Ijara relevant to the leasing.

Riba is prevented by the Islamic principles and it annoys, which refers the
profit paid on all types of loans, however, there is something confused about
riba and interest, at the juncture that are similar to each other. All the services
in those businesses which are prohibited by Islam are called as Haram.

It is considered that the Islamic banking is growing very speedily, however, on

the other hand, there are some technical issues found in Islamic system of
banking. There are various researches conducted by the scholars about Islamic
system of banking even though with the start of the Islamic Banking System.
Another important issue relevant to the finance business without term of
interest i.e. interest free business has been discussed in various studies and this
is a main focus of the previous researchers. It is difficult to search the sufficient
attention in the material of the study about literature upon the matter so
feasibility and Islamic based financial institutions and capability to move the
funds, generating the risks and facilities about the transactions. (Hassan &
Basher 2005). Furthermore, very rare researches have been made about the
principles and their implications regarding ridding out the interests from the
financial services. (Khan and Mirakhor 1987).
ISLAMIC BANKS IN OMAN:
Oman banking industry especially Islamic based has given a lot of attention
towards the remarkable development of the industry by considering the
important one the principles and regulatory and market. The right time of
Oman Islamic Banking Industry was started from the year 2011 when the royal
orders were issued for the implication of Islamic banking system.

Oman is anew developed country in regard to the Islamic Banking System

enhancement. There is great competition observed in the banking industry of
Oman since the government has issued the implication of principles of Islamic
banking law, due to which, various numbers of banks are trying to adopt the
same for local banks.

There are two biggest Islamic Banks namely Nizwa bank and Al Izz Islamic
Bank in Oman country, but other commercial banks have also participated in
the establishment of their Islamic banks related services and products, in which
includes the:

• Bank Muscat -Meethaq Islamic (MTHQ).

• National Bank of Oman -Muzn Islamic Banking (MUZN).
• Bank Sohar -Sohar Islamic Window (SHRI).
• BankDhofar -MAISARAH Islamic Banking Services (MISR).
• AHLI Islamic Bank -Hilal (HLAL).
• Oman Arab Bank -Al Yusr Islamic Banking (YUSR).
CUSTOMER SATISFACTION AND SERVICE QUALITY:
When any customersshow the satisfactions by expressing the positivity and
good words about the products features and its usage then it's called as
customer satisfaction. Oliver (1994) describes consumer level of satisfaction as
a swift reasoning and emotional response to a facility accident that outcomes
from contrasting of consumer’s mental perception of quality as per their hopes
of performance.
It represents the modern perspective of quality in customer satisfaction
organizations that really develops customer-oriented management and culture.
Customer satisfaction is a quick, insight and basic feedback about customer
preferences and expectations to measure customer preferences.

Meanwhile Erol et al., has recognized the different elements, in which location,
comments of friends, repute of the institution, credit availability, presence of
ATM facility, long hours and many other services relevant to the customers
will impact upon the perception of the customer regarding their satisfaction.
Mihelis et al., [3], It also argues that customer satisfaction dimensions can be
separated into four fundamental groups in the vertical structure; bank
personnel, banks of the bank, offer services and access. Bank workers include
expertise, knowledge, responsibility and friendship communication. The image
of similar banks contains the reputation, technology improvement, and the
ability to meet future needs. Banks, waiting days, service providers and
sufficient information have been provided to the services offered. Access
includes network expansion, branches, and service system and bank location.
Supply of high-quality standards can arrange to enhance customer satisfaction.
The previous study shows that there are positive values that demonstrate strong
relationships and important relationships between customer satisfaction and
service standards. What is a study in Turkey where they found that customer
satisfaction in the Turkish banking industry The main element of the service is
quality. In the quality of service, to treat clients with respect and respect, are
involved in the process in which the confidence and trust in the transaction, the
performance and the effectiveness and the knowledge and solution of Islamic
bank product and service. And have the ability to prepare.
CUSTOMER SATISFACTION AND CUSTOMER LOYALTY:
Customer loyalty is a steady and behavioral trend to achieve a brand right,
whether its convenience or performance due to satisfaction with the product or
service, or orientation and comfort with the brand itself. Customer loyalty
encourages consumers to buy more continuously, spend a large part of the
wallet and feel positive about shopping experience, helping customers draw
familiar brands on the face of competitive environment.

Customer loyalty is described as the currency of the twenty-century market

"(Singh and Sirshash, 2005). Many customer loyalists explain loyalty as a kind
of mental condition and beliefs. The main elements of loyalty include
information exchange and mind and behavior. For example, loyalty often
provides information to customers providing their services due to their trust
and service providers expect that the information provided is used for their
benefit. Please In addition, customer satisfaction lead to profit, which lead to
customer loyalty (Hallowell, 1996).
 Chapter 3:
Research Design Methodology:
A. Research Design Description: A Population is a group of people that can
involve in the research. Respondents for questionnaire has been selected
randomly from a customer who visited the sampling areas amid the picked time
intervals. I used convenience sampling as sampling method or random
sampling.

B. Sources of Data: Data has been obtained for this study from a simple random
sample of bank customer of some Islamic Banks, Oman.

C. Sampling Procedures: Sampling is taking a fraction of a population to

represent the whole population.

D. Methods and Instruments of Data Gathering: The main research instrument

used for this study is the questionnaire which was developed by the researcher.

E. The scope of the study: The study is in Islamic Banks in Salalah, Oman.
 Chapter 4:
Results and Data Analysis
Section 1
In all One hundred and ten (110) questionnaires were administered to four and
more banks. I received 97 questionnaires. The questionnaires were successfully
completed and returned. This means that 88% of the respondents successfully
completed and returned the questionnaire. This percentage was deemed
adequate for the analysis to continue. 88% were males and 12% were females
(Figure No.1).

GENDER

Female
12%

Male
88%

Figure No.1
In Figure No.2The age statistics indicated that the least age groups were those
51 and above which represent 11%. These age groups were made up of 11
respondents. Additionally, the highest age groups from the study were those
between 30 to 40 yearswhich represent39%. These age groups were made up of
38 respondents.

AGE
20 to 30 30 to 40 40 to 50 51 and above

11%

25%

25%

39%

Figure No.2
Furthermore, in Figure No.3the nationality status shows that 64 are
Omanirepresent 66%. And 33 were Expatriate which represent 34%.

NATIONALITY
Omani Expatriate

Expatriate
34%

Omani
66%

Figure No.3
In terms of education, in Figure No.3 the most represented educational levels
were those with a Bachelor'sdegree (33%), which was made up of 32
respondents. And 29 respondents who were with a Master'sdegree (30%)
followed this. And It was 16 of respondents have PhDdegree (17%).The least
represented educational level was those who with a High School degree (11%)
who were 11of the respondents and Diploma's degree (9%) who were 9 of the
respondents.

EDUCATION
High School Diploma Bachelor Master Ph.D

High School
Ph.D 11%
17%

Diploma
9%

Master
30%
Bachelor
33%

Figure No.4
In Figure No.5the question was “What is your Bank name?” statistics indicated
that there were 20% respondents are in Sohar Islamic whereas, we found there
were 18% respondents are in Muzn Islamic Banking. the least respondents'
groups were those who have accounts on another bank which represent 7%. These
groups were made up of 7 respondents. Additionally, the highest respondents'
groups from the study were those in Maisarah which represent 28%, these age
groups were made up of 27 respondents and those in Meethaq Islamic which
represent 27%, these age groups were made up of 26 respondents.

BANK
Other
7%

Meethaq Islamic
27%

Maisarah
28%

Sohar Islamic
20%
Muzn Islamic
Banking
18%
Figure No.5
Section 2

In Figure No.6 The questions said, " Bank working hours are appropriate".
Statistics indicated that there were 23% respondents who are agree with that.
Additionally, the highest respondents' groups from the study were those who are
disagree people which represent 40%, these groups were made up of39
respondents.

Strongly
Q1 Agree
3%

Strongly
Disagree Agree
26% 23%

Neutral
8%

Disagree
40%

Figure No.6

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q1 97 3.628866 1.184268 1 5

Table No.1
 In Figure No.7The questionsaid, " The Bank provides clear and accurate
statements". Statistics indicated that there were 21% respondents who are
strongly agree with that. Additionally, the highest respondents' groups from the
study were those who are agree people which represent 57%, these groups were
made up of 55 respondents.

Q2 Strongly
Disagree
Disagree
1%
2%

Strongly
Neutral Agree
19% 21%

Agree
57%

Figure No.7

And this table shows the mean, SD, Min and Max

Variable Obs Mean Std. Dev. Min Max

q2 97 3.938144 0.761228 1 5

Table No.2
 In Figure No.8 The questions said, " The bank deals with my privet information".
Statistics indicated that there were 21% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 66%, these groups were made up of 64
respondents.

Strongly
Q3 Disagree
Disagree 1%
3%

Neutral Strongly
9% Agree
21%

Agree
66%

Figure No.8

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q3 97 4.020619 0.72139 1 5

Table No.3
In Figure No.9 The questions said, " The bank provides me with all information
related to any new services ". Statistics indicated that there were 21% respondents
who are strongly agree with that. Additionally, the highest respondents' groups
from the study were those who are agree people which represent 47%, these groups
were made up of 46 respondents.

Strongly
Disagree Q4
1%

Disagree
8% Strongly
Agree
21%

Neutral
23%

Agree
47%

Figure No.9

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q4 97 3.783505 0.904005 1 5

Table No.4
In Figure No.10 The questions said, " I feel secure in dealing with the bank ".
Statistics indicated that there were 18% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 68%, these groups were made up of 66
respondents.

Q5 Strongly
Disagree Disagree
4% 0%

Neutral Strongly
10% Agree
18%

Agree
68%

Figure No.10

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q5 97 3.989691 0.669186 2 5

Table No.5
In Figure No.11 The questions said, " The bank has a good reputation in serving its
customer". Statistics indicated that there were 24% respondents who are strongly
agree with that. Additionally, the highest respondents' groups from the study were
those who are agree people which represent 60%, these groups were made up of 58
respondents.

Q6 Strongly
Disagree Disagree
2% 0%

Neutral
Strongly
14%
Agree
24%

Agree
60%

Figure No.11

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q6 97 4.051546 0.68269 2 5

Table No.6
In Figure No.12 The questions said, " The bank provides a telephone inquiry
service ". Statistics indicated that there were 13% respondents who are disagree
with that. Additionally, the highest respondents' groups from the study were those
who are agree people which represent 39%, these groups were made up of 38
respondents.

Q7 Strongly
Disagree
0%

Disagree Strongly
13% Agree
19%

Neutral
29%

Agree
39%

Figure No.12

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q7 97 3.628866 0.938967 2 5

Table No.7
In Figure No.13 The questions said, " The bank provides an internet inquiry
service". Statistics indicated that there were 21% respondents who are disagree
with that. Additionally, the highest respondents' groups from the study were those
who are agree people which represent 36%, these groups were made up of 35
respondents.

Strongly Q8
Disagree
2%

Strongly
Agree
Disagree 16%
21%

Neutral Agree
25% 36%

Figure No.13

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q8 97 3.443299 1.060356 1 5

Table No.8
In Figure No.14 The questions said, " The bank uses the latest technologies ".
Statistics indicated that there were 25% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 50%, these groups were made up of 49
respondents.

Q9 Strongly
Disagree
Disagree
0%
5%

Strongly
Neutral Agree
20% 25%

Agree
50%

Figure No.14

And this
table Variable Obs Mean Std. Dev. Min Max shows
the mean,
SD, q9 97 3.948454 0.808434 2 5 Min
and Max:

Table No.9
In Figure No.15 The questions said, " I always trust the Bank's operations ".
Statistics indicated that there were 26% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 66%, these groups were made up of 64
respondents.

Strongly
Q10 Disagree
1%
Disagree
0%

Neutral
7%
Strongly
Agree
26%

Agree
66%

Figure No.15

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q10 97 4.154639 0.634761 1 5

Table No.10
In Figure No.16 The questions said, " Customer service is one of the Bank's top
priorities". Statistics indicated that there were 24% respondents who are strongly
agree with that. Additionally, the highest respondents' groups from the study were
those who are agree people which represent 58%, these groups were made up of 56
respondents.

Strongly
Q11 Disagree
3%
Disagree
3%

Strongly
Neutral Agree
12%
24%

Agree
58%

Figure No.16

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q11 97 3.958763 0.876992 1 5

Table No.11
In Figure No.17 The questions said, " Bank employees have a good reputation in
serving their clients ". Statistics indicated that there were 24% respondents who are
strongly agree with that. Additionally, the highest respondents' groups from the
study were those who are agree people which represent 54%, these groups were
made up of 52 respondents.

Q12
Strongly
Disagree
Disagree 2%
1%

Strongly
Neutral Agree
19% 24%

Agree
54%

Figure No.17

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q12 97 3.958763 0.815444 1 5

Table No.12
In Figure No.18 The questions said, " The bank staff understand my inquiries
easily ". Statistics indicated that there were 22% respondents who are strongly
agree with that. Additionally, the highest respondents' groups from the study were
those who are agree people which represent 54%, these groups were made up of 52
respondents.
Strongly Q13
Disagree
3%

Disagree Strongly
9% Agree
22%
Neutral
12%

Agree
54%

Figure No.18

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q13 97 3.814433 0.982449 1 5

Table No.13
In Figure No.19 The questions said, " Bank staff answer my questions immediately
". Statistics indicated that there were 21% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 57%, these groups were made up of 55
respondents.

Strongly
Disagree Q14
3%
Disagree
6%

Strongly
Agree
Neutral 21%
13%

Agree
57%

Figure No.19

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q14 97 3.85567 0.924095 1 5

Table No.14
In Figure No.20 The questions said, " The staff of the bank are happy to receive the
client ". Statistics indicated that there were 25% respondents who are strongly
agree with that. Additionally, the highest respondents' groups from the study were
those who are agree people which represent 63%, these groups were made up of 61
respondents.

Strongly
Q15 Disagree
Disagree 1%
2%

Neutral
9% Strongly
Agree
25%

Agree
63%

Figure No.20

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q15 97 4.082474 0.71691 1 5

Table No.15
In Figure No.21 The questions said, " Bank staff can easily and properly
communicate with clients". Statistics indicated that there were 14% respondents
who are strongly agree with that. Additionally, the highest respondents' groups
from the study were those who are agree people which represent 62%, these groups
were made up of 60 respondents.

Strongly Q16
Disagree
3%

Strongly
Disagree
Agree
8%
14%

Neutral
13%

Agree
62%

Figure No.21

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q16 97 3.742268 0.904599 1 5

Table No.16
In Figure No.22 The questions said, " The bank staff has a decent appearance ".
Statistics indicated that there were 32% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 59%, these groups were made up of 57
respondents.

Q17 Strongly
Disagree Disagree
2% 0%

Neutral
7%
Strongly
Agree
32%

Agree
59%

Figure No.22

And this table shows the mean, SD, Min and Max:
Variable Obs Mean Std. Dev. Min Max

q17 97 4.206186 0.660463 2 5

Table No.17
In Figure No.23 The questions said, “The staff of the bank are quickly servicing
me ". Statistics indicated that there were 18% respondents who are disagree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 43%, these groups were made up of 42
respondents.

Q18

Strongly
Disagree Strongly
10% Agree
20%
Disagree
18%

Neutral
9%
Agree
43%

Figure No.23

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q18 97 3.443299 1.274502 1 5

Table No.18
In Figure No.24 the questions said, “Bank staff are skilled in providing services ".
Statistics indicated that there were 21% respondents who are strongly agree with
that. Additionally, the highest respondents' groups from the study were those who
are agree people which represent 57%, these groups were made up of 55
respondents.

Strongly
Q19 Disagree
3%
Disagree
2%

Strongly
Agree
Neutral
21%
17%

Agree
57%

Figure No.24

And this table shows the mean, SD, Min and Max:

Variable Obs Mean Std. Dev. Min Max

q19 97 3.896907 0.859803 1 5

Table No.19
Chapter 5:
Conclusion
Finding

In findings, it has been observed that an important connection is between customer

satisfaction as well as service quality in the banking sector.

1. According to question one, we can see that more than 60% of the customers
are not satisfy with the Bank working hours.

2. According to question two and three, we can see that most of the customers
have complete satisfaction with the confidentiality and clarity of data
provided by the Bank, such as private information or statements

3. According to question four, seven, eight, and nine, we can see that some of
the customers are satisfied with the extra services offered, but some of the
customers are not.

4. According to questions twelve, fourteen, fifteen, seventeen and nineteen, we

can see that most of the customers are satisfy with the way that the bank
staffs are using, but in questions thirteen, sixteen and eighteen we can see
that some of the customers aren’t.
Recommendations:
Taking into consideration the outcomes of this study, it has been recommended
that the following improvements should be made in the quality of services in
Islamic banking.

1. Islamic Islamic bank should focus on the bank working hours by increasing
the work hours; also make shifts to make sure the increasing confidence
level of the workers at the workplace for offer good quality products and
services for the customers.

2. Islamic bank should concentrate on the customers electronic service centers,

for example offer targeted electronic services also technology-based services
that are easily reachable by customer.

3. There should be a human resource development department within the

organization to offer a good way to contact with customers problems in
order to research the reason for which the customers can be satisfied.
References
[1] http://prloyaltymarketing.com/customer-loyalty/what-is-customer-loyalty/

[2] K. Naser, A. Jamal, and K. A. Khatib, “Islamic banking: A study of customer satisfaction and
preference in Jordan,” International Journal of Bank Marketing, vol. 17, no. 3. pp. 135-151,
1999.

[3] G.Mihelis, E. Grigoroudis, and Y. Siskos, “Customer satisfaction measurement in the private
bank sector,” European Journal of Operational Research, vol. 130, pp. 347–360, 2001.

[4] https://en.wikipedia.org/wiki/Islamic_banking_and_finance

[5] C. Erol, E. Kaynak, and R. E. Bdour, “Conventional and Islamic bank: Patronage behaviour of
Jordanian customers,” International Journal of Bank Marketing, vol. 8, no. 5, pp. 25-35, 1990.

[6] C. Erol and R. E. Bdour, “Attitude, behaviour and patronage factors of bank customers
towards Islamic banks,” International Journal of Bank Marketing, vol. 7, no. 6, pp. 31-37, 1989.

[7] S. A. Metawa and M. Almossawi, “Banking behaviour of Islamic bank customers:

perspectives and implications,” International Journal of Bank Marketing, vol.16, no.7, pp.
299-313, 1998.

[8] U. Yavas, Z. Bilgin, and D. J. Shemwell, “Service quality in the banking sector in an
emerging economy: A consumer survey,” International Journal of Bank Marketing, vol. 15,
no. 6, pp. 217-223, 1997.
Appendix
Turnitin