Evaluating the Quality of Islamic Banking Services From the Perspective of Customer Satisfaction A Case Study at the National Islamic Bank

Abstract

Purpose: This study aims to identify the level of quality of Islamic banking services provided by the National Islamic Bank in Najaf Governorate from the customer's point of view. The importance of the study stems from the fact that it addresses the issue of quality of Islamic banking services. Such a study is necessary to provide an information base on customer evaluation of the level of quality of expected and actual services and the degree of satisfaction with these services, as they are characterized by stereotypes, which prompted banks, especially Islamic banks, to pay attention to the quality of services they provide to meet customer requirements and achieve a competitive advantage, and to provide these services in accordance with Islamic law, which adds another dimension and distinguishes them from other banks whose profitability is the basic principle in their formation.

 Methodology / Design: The study sample consisted of customers of the National Islamic Bank, who were randomly selected using several statistical methods. The results and hypotheses were analyzed and tested. The most important findings were a positive assessment of the actual and expected quality of banking services, as well as variations in the relative importance customers place on their evaluation of the quality of Islamic banking services.

 Results: The study concluded that banking management should develop practical programs to develop the expertise and competencies of employees with the aim of providing the best services to customers. In addition, it should adopt advanced marketing techniques, particularly customer relationship management, to obtain detailed information about customers, particularly their requirements and preferences, and then provide them with appropriate services.