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

Ahmed Fareed, Naji (2012) Customer Satisfaction With Service Quality in Iraqi Conventional Banks: The Case of Salah Al Din Banks. Masters thesis, Universiti Utara Malaysia.

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Abstract

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.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HG Finance
Divisions: Othman Yeop Abdullah Graduate School of Business
Depositing User: Mr. Badrulsaman Hamid
Date Deposited: 27 Feb 2013 04:33
Last Modified: 18 Apr 2016 04:25
URI: http://etd.uum.edu.my/id/eprint/3120

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