The Role of the Quality of Banking Services and Their Impact on Improving the Competitive Advantage for the Islamic Banks An Empirical Study of the Islamic Banks Operating in Jordan

Abstract

This study aimed to identify the quality of banking services dimensions, and the concept of competitive advantage for the Islamic banks, as well as measure the impact of the quality of banking services on improving the competitive advantage for the Islamic banks. To achieve the objectives of the study, the researcher prepared a tool for the purpose of data collection included on (34) item, was to make sure the sincerity of the tool by presentation at a group of arbitrators, as was confirmed reliability using the coefficient (Cronbach alpha), so the reliability coefficient overall tool is (0.91). The study found a number of results, among them the following:

1. The evaluation level of the study sample in Islamic banks operating in Jordan was a (positive), and each dimension of quality of the banking services dimensions (Tangible materialism aspects, reliability, response, trust and safety, attention and sympathy), and the competitive advantage.

2. There exist a statistically significant impact at the significance level (? = 0.05), for three dimensions of the quality of banking services (Tangible materialism aspect, reliability, trust and safety), on improving the competitive advantage in the Islamic Banks.

The study recommended in work to increase the attention of all employees in the Islamic banks, about all dimensions of quality banking services, due to their access to evaluate degree (medium) from the viewpoint of the bank customers.

Keywords: Quality of banking services, Competitive advantage, Islamic banks, Jordan.