Dimensions of banking service quality in Iraqi commercial and Islamic banks (a comparative study)

Abstract

 The two researchers aim to identify the differences between commercial and Islamic banks in terms of the quality of banking service represented by (reliability, response, empathy, safety, and tangibility), and this research tried to answer several questions, including: Are there differences between commercial and Islamic banks in terms of dimensions of quality banking service? For the purpose of identifying the nature of the relationship between the variables, the research adopted a set of hypotheses, including (there are significant statistically significant differences between commercial and Islamic banks in terms of the quality of banking service). To test the hypotheses of the research, it was applied to a sample of Iraqi commercial and Islamic banks, and to obtain the necessary information, a questionnaire was adopted and distributed to a sample consisting of (4) banks, while the number of sample members reached (305) customers. The research adopted a set of standards, methods, and statistical tools to reach the results related to the research objectives. The Mann-Whitney test was applied, using the statistical program (SPSS v24) as a prelude to testing the research hypotheses.

   The research reached a set of conclusions, the most important of which was the difference in the criteria used by bank customers in their relative importance when evaluating the quality of banking service, as it came after safety in the first place, followed by reliability, in addition to the presence of moral differences between commercial and Islamic banks in terms of (reliability, response, safety and tangible), except the sympathy dimension. In conclusion, the research reached a set of recommendations, the most prominent of which was (enhancing the bank’s policies and procedures in the field of customer acquisition and retention by building confidence, as it is one of the customers’ motives to deal with the bank and build a long-term relationship, including enhancing the mental image of customers with distinction, diversity, quality and speed in dealing and notifying the customer of the transaction especially in dealing with the bank and paying attention to the speed and ease of providing the service, which increases the level of customer satisfaction and consequently his loyalty to the bank and makes it difficult for him to transfer to other banks.