Abstract

Objectives: The aim of this study was to determine the quality of banking services and its relationship with customer satisfaction at the Arab Islamic Bank. Methods: To achieve the study objectives, a descriptive-analytical approach was used. A questionnaire was designed, consisting of two axes and six sub-domains. The study population consisted of all small and medium-sized project owners who received funding for their projects from the Arab Islamic Bank, totaling 875 individuals. The study was conducted on a sample of 260 clients who obtained funding for their small and medium-sized projects from the Arab Islamic Bank, using a systematic random sampling method. Results: The study results indicated that the overall level of quality of banking services in Palestinian Islamic banks was high, Similarly, the overall level of customer satisfaction at the Arab Islamic Bank was high. A significant relationship was found at a significant level of (Alpha less than or equal 0.05) between the level of quality of banking services and customer satisfaction. Furthermore, significant effects were found at a significance level of (Alpha less than or equal 0.05) for the level of quality of banking services, based on its dimensions on customer satisfaction in Arab Islamic Bank. Conclusion: According to the results, the study recommended increasing focus and continuous development of modern technological techniques for delivering banking services to facilitate communication with customers, ensuring prompt responsiveness, and providing banking services. Also, a regular measurement of the quality of services provided by the Arab Islamic Bank using various measurement methods, aiming to provide an indicator to the bank's management on the development of the quality of services from the customers' perspective.