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The Effect of Personal Factors on the Customer Rating of the Quality of Services of the Islamic Banks Operating in the Syrian Coast

Mona L. Bittar

Mona L. Bittar 1

  1. The Department of Finance and Banking; Faculty of Economics, Tishreen University, Syria 1

on Google Scholar
on PubMed

Pages: 16-25

DOI: 10.18488/journal.62/2017.4.1/62.1.16.25

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Article History:

Received: 25 November, 2016
Revised: 03 January, 2017
Accepted: 13 January, 2017
Published: 21 January, 2017


Abstract:

This research aims at identifying with the customers’ evaluation of the quality of services in Islamic banks branches in the Syrian coast (the cities of Latakia and Tartous). As well as knowing the impact of personal factors (gender, age, scientific qualification, income, name of the bank) on this Assessment. In order to achieve this objective, data were collected through a questionnaire designed by Jabnoun and Khalifa (2005). Descriptive statistics has been used to determine the level of the assessment. In order to find out the impact of personal factors on the evaluation & services quality, the analysis of variance test, “Anova test”, has been used. The research found that the customers’ evaluation of services in the studied branches was average in general, and there is no statistically significant impact of the personal variables on the customers’ evaluation of the quality of the studied branches.

Contribution/ Originality
The study documents the measurement of services quality in branches of Islamic banks in Syrian coast which helps comparing between the level of their services and identifying with the impact of customers’ personal factors on their evaluation which enables the bank to make its services suit customers.

Keywords:

Quality, Islamic banking, Personal factors, Banking services.

Reference:

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Statistics:

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Funding:

This study received no specific financial support.

Competing Interests:

The author declares that there are no conflicts of interests regarding the publication of this paper.

Acknowledgement:


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