"Islamic Finance Researches" (IFR)

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

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

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

بیدآباد، بیژن و همکاران (1387)، طرح تفصیلی بانکداری مشارکت در سود و زیان (PLS)، اداره تحقیقات و برنامه‌ریزی بانک ملی ایران.
بیدآباد، بیژن و محمود الهیاری‌فرد (1387)، «سازوکار عملیاتی بانکداری مشارکت در سود و زیان معرفی ابزارهای مالی گواهی مشارکت و گواهی پذیره با کارایی بین‌المللی»، ارائه‌شده به دومین همایش خدمات بانکی و صادرات، تهران: بانک توسعه صادرات ایران.
عظیمی دزفولی، علی‌اکبر (1381)، «بررسی و مقایسه روش حداقل مربعات جزئی با دیگر روش‌های آماری در راستای شناخت الگوی عوامل موثر بر تب مالت»، پایان‌نامه کارشناسی ارشد، دانشگاه تربیت مدرس، دانشکده علوم پزشکی.
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Volume 2, Issue 1 - Serial Number 3
November 2012
Pages 99-114
  • Receive Date: 22 August 2012
  • Revise Date: 12 November 2012
  • Accept Date: 25 November 2012