A Study of the Relation between Service Quality, Customer Satisfaction and Bank Performance of Rastin Profit and Loss Sharing Banking Using Partial Least Squares Method

Document Type : Paper

Authors
Mahdi Hamzehpoor 1
Roohollah Mohammadi 2
Hoda Hosseinifar 3
1 PhD in Management, Allameh Tabatabai University
2 Master of Socio-Economic Systems, Researcher of Novin Pajouhan Institute
3 Master of Entrepreneurship Management, University of Tehran
10.30497/ifr.2012.1533
Abstract
Melli Bank of Iran, as the largest Islamic bank, implemented the Rastin Profit and Loss Sharing plan for the first time in the world. The purpose of this plan was to remove any trace of usury in banking operations.
This article studies the relationship between service quality in this system with customer satisfaction and bank performance. To this end, we collected 35 of this type of banking customers as samples and distributed questionnaires among them. The data were analyzed with partial least squares method. The result illustrates that there is significant relationship between service quality, customer satisfaction and bank performance. Also, service quality has had the most effect on customer satisfaction and customer satisfaction has had a significant effect on banking performance in Rastin Profit and Loss Sharing Banking.
Keywords
Rastin Profit and Loss Sharing
Bank Performance
Customer Satisfaction
Service Quality
Partial Least Squares (PLS) Method
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Volume 2, Issue 1 - Serial Number 3
Autumn 2012
Pages 99-114

  • Receive Date 22 August 2012
  • Revise Date 12 November 2012
  • Accept Date 25 November 2012

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