Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks

Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks

The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Iraq, and in particular Salah Al Din, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The question...

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Main Author: Ahmed Fareed, Naji
Format: Thesis
Language:eng
eng
Published: 2012
Subjects:
HG Finance
Online Access:https://etd.uum.edu.my/3120/1/AHMED_FAREED_NAJI.pdf
https://etd.uum.edu.my/3120/2/AHMED_FAREED_NAJI.pdf
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id my-uum-etd.3120
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Katib, Mohamed Nasser
topic HG Finance
spellingShingle HG Finance
Ahmed Fareed, Naji
Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
description The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Iraq, and in particular Salah Al Din, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The questionnaire has been personally administered on a sample size of 149 bank customers, chosen who were based on a convenient sampling from five Iraqi banks; Rafidain Bank, Rasheed Bank, Agricultural Bank, Estate Bank and Mosul Bank. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in conventional banking sector of Iraq. The results indicate that all of the four hypotheses tested are supported. There is a positive impact and significant relationship between the customer satisfaction and four dimensions of service quality. The highest satisfaction according to customer’s perception is in the empathy area and lowest in the tangibles area. The positive and significant relationships confirm the effect of service quality on customer satisfaction of the conventional banks in Iraq.
format Thesis
qualification_name masters
qualification_level Master's degree
author Ahmed Fareed, Naji
author_facet Ahmed Fareed, Naji
author_sort Ahmed Fareed, Naji
title Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
title_short Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
title_full Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
title_fullStr Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
title_full_unstemmed Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks
title_sort customer satisfaction with service quality in iraqi conventional banks: the case of salah al din banks
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2012
url https://etd.uum.edu.my/3120/1/AHMED_FAREED_NAJI.pdf
https://etd.uum.edu.my/3120/2/AHMED_FAREED_NAJI.pdf
_version_ 1747827503270985728
spelling my-uum-etd.31202022-04-10T06:00:50Z Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks 2012-05 Ahmed Fareed, Naji Katib, Mohamed Nasser Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HG Finance The purpose of this paper is to evaluate the customer satisfaction of the banks sector in Iraq, and in particular Salah Al Din, based on customer perception regarding service quality. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The questionnaire has been personally administered on a sample size of 149 bank customers, chosen who were based on a convenient sampling from five Iraqi banks; Rafidain Bank, Rasheed Bank, Agricultural Bank, Estate Bank and Mosul Bank. This paper makes a useful contribution as there are only a few studies dealing with the assessment of service quality in conventional banking sector of Iraq. The results indicate that all of the four hypotheses tested are supported. There is a positive impact and significant relationship between the customer satisfaction and four dimensions of service quality. The highest satisfaction according to customer’s perception is in the empathy area and lowest in the tangibles area. The positive and significant relationships confirm the effect of service quality on customer satisfaction of the conventional banks in Iraq. 2012-05 Thesis https://etd.uum.edu.my/3120/ https://etd.uum.edu.my/3120/1/AHMED_FAREED_NAJI.pdf text eng public https://etd.uum.edu.my/3120/2/AHMED_FAREED_NAJI.pdf text eng public masters masters Universiti Utara Malaysia Al-Hawari, M., & Ward, T. (2006).The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2),127-147. Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). 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