An Evaluation of SMEs Satisfaction toward Jordanian Islamic Banks Service Quality

摘要

Islamic financial industry should improve its service quality since it is a crucial success factor affecting the competitiveness of an organization. Therefore, it is the main objective of this study to evaluate the level of satisfaction of Jordanian Small and Medium Sized Enterprises (SMEs) toward the quality of services offered by Jordanian Islamic banks, by applying different dimensions and criteria mentioned in the CARTER model. This study was conducted using questionnaires which were distributed to the SMEs. One Sample t-Test was then used to test the hypotheses of the study. The main results of the study revealed that Islamic Banks are doing well in satisfying its SMEs' customers in six dimensions of the model, namely Compliance, Assurance, Reliability, Tangibility, Empathy, and Responsiveness. However, in general Jordanian SME respondents considered all dimensions in the CARTER model as satisfactory; those dimensions which were particularly clearly judged by the respondents as being most satisfactory are Assurance, Compliance, and Empathy, while those rated as least satisfactory are the dimensions of Reliability, Responsiveness, and Tangibility