نشریه علمی «تحقیقات مالی اسلامی»

تأثیر اصول شریعت در بانکداری بر رضایت مشتریان (موردمطالعه: بانک سپه شیراز)

نوع مقاله : علمی - پژوهشی (بانکداری اسلامی)

نویسندگان

1 دانش‌آموخته کارشناسی ارشد، علوم اقتصادی، دانشگاه یزد، یزد، ایران

2 دانشجوی دکتری، علوم اقتصادی، دانشکده اقتصاد، دانشگاه علامه طباطبایی، تهران، ایران

3 دانش‌آموخته کارشناسی ارشد، علوم اقتصادی، دانشکده اقتصاد، دانشگاه علامه طباطبایی، تهران، ایران

10.30497/ifr.2024.245438.1863

چکیده

عملکرد مالی در بانکداری، متکی‌بر حفظ ارتباط بلند‌مدت با مشتریان است و علت آن ماهیت محصولات و خدماتی است که ارائه می‌دهد. با توجه به اینکه بانکداری اسلامی به‌عنوان یکی از صنایع خدماتی در حال رشد در کشورهای اسلامی است، بررسی تأثیر رعایت اصول شریعت بر رضایت مشتریان بانک در فرآیند مالی، از اهمیت بسزایی برخوردار است. هدف اصلی این مطالعه، بررسی تأثیر رعایت شریعت اسلامی بر رضایت مشتری در فرآیند مالی بانک سپه شهر شیراز است. در این مطالعه با استفاده از ادبیات نظری موجود و باتوجه به هدف مدنظر محقق، از پنج متغیر «رعایت شریعت در سپرده»، «رعایت شریعت در سرمایه­گذاری»، «رعایت شریعت در حسابرسی»، «رعایت شریعت در محصولات و خدمات» و «آگاهی مشتریان از مبانی شرعی فرآیندهای مالی» استفاده گردید. سپس با استفاده از روش نمونه‌گیری معادلات ساختاری 110 نفر به‌عنوان نمونه انتخاب شدند. جهت تجزیه‌وتحلیل داده‌ها، مدل تحقیق و آزمون فرضیه‌های مطرح‌شده از روش «مدلسازی معادلات ساختاری» مبتنی‌بر روش «حداقل مربعات جزئی» استفاده شد. نتایج حاصل از آزمون فرضیه­های تحقیق نشان داد که به‌کارگیری شریعت به‌طورکلی تأثیر معنی‌داری بر رضایت مشتریان بانک دارد. در بررسی فرضیه‌های تحقیق در خصوص تأثیر هرکدام متغیرهای موردنظر، نتایج حاکی از آن است که در بین این پنج متغیر، رعایت شریعت در حسابرسی با ضریب مسیر بتای (315/0) تأثیرگذاری بیشتری بر رضایت مشتریان دارد. این حاکی از اهمیت کمیته­های نظارت بر حسابرسی شرعی در سطح بانک­ها است. بعدازآن، رعایت شریعت در سپرده با ضریب مسیر بتای (299/0)، بر رضایت مشتریان تأثیرگذار خواهد بود و از این نظر در درجه دوم اهمیت است.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

The Effect of Sharia Principles in Banking on Customer Satisfaction (Study Case: Shiraz Sepeh Bank)

نویسندگان [English]

  • Fereshte Nafar 1
  • Poya Abolhasani 2
  • Amirhossein Khataei Dayeni 3

1 M.A. Economic Sciences, Yazd University, Yazd, Iran

2 PhD Student, Economic Sciences, Faculty of Economics, Allameh Tabatabai University, Tehran, Iran

3 M.A. Economic Sciences, Faculty of Economics, Allameh Tabatabai University, Tehran, Iran

چکیده [English]

Financial performance in banking relies on maintaining long-term relationships with customers and the reason for that is the nature of the products and services it offers. Considering that Islamic banking is one of the growing service industries in Islamic countries, it is very important to investigate the effect of compliance with the principles of Sharia on the satisfaction of bank customers in the financial process. The main purpose of this research is to investigate the effect of Islamic Sharia compliance on customer satisfaction in the financial process of Sepeh Shahr Bank, Shiraz. In this research, using the existing theoretical literature, and according to the goal of the researcher, out of 5 variables Sharia compliance in deposit, Sharia compliance in investment, Sharia compliance in auditing, Sharia compliance in products and services, and also customers' awareness of Islamic principles of financial processes were used. Then, using the structural equation sampling method, 110 people were selected as a sample. Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) was used to analyze the data, research model, and test the proposed hypotheses. The results of the test of research hypotheses showed that the application of Sharia in general has a significant effect on the satisfaction of bank customers. In examining the research hypotheses regarding the impact of each of the desired variables, the results indicate that among these 5 variables, Sharia compliance in auditing with a beta path coefficient (0.315) has a greater impact on customer satisfaction. This indicates the importance of Shari'a auditing committees at the level of banks. After that, compliance with Sharia in deposit with beta path coefficient (0.299) has an impact on customer satisfaction, and in this sense, it is of secondary importance.

کلیدواژه‌ها [English]

  • Islamic Sharia
  • Sepah Bank
  • Customer Satisfaction
  • Financial Process
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نشریه علمی «تحقیقات مالی اسلامی»
دوره 13، شماره 1 - شماره پیاپی 27
آبان 1402
صفحه 151-178
  • تاریخ دریافت: 07 آذر 1402
  • تاریخ بازنگری: 22 اسفند 1402
  • تاریخ پذیرش: 22 خرداد 1403