Building Customers Satisfaction Using Social Responsibility Communications of Islamic Banks in Jordan

Abstract

This study aims at diagnosing the impact of social responsibility on satisfaction of Islamic banks' customers in Jordan, then exploring the media means used by such banks to promote the SR programs within local community. Determining the statistical differences in SR, media means and customers satisfaction according to many demographical and organizational factors. This research is descriptive. The questionnaire is the tool of collecting the data needed from research population. The sample size reached to 384 customers, and cluster random sample is used. The study conclude that there is a positive statistical impact of support social responsibility programs on customers satisfaction , but the support social responsibility and customers satisfaction are statistically weak, and the media means used to promote SR programs are traditional and doesn’t fit the societal needs. Finally, the study recommends some implications and recommendations that support social responsibility communications and customers’ satisfaction in surveyed companies.

Keywords: Customers Satisfaction, Social Responsibility, Marketing Communications, Islamic Banks, Jordan.

DOI: 10.7176/NMMC/78-03