العوامل المؤثرة في رضا العملاء عن خدمات المصارف الإسلامیة لدى زبائن بنك البركة – بسكرة -

Abstract

Islamic banks derive their foundations and principles from the Islamic faith that forbids dealing with riba taking and giving. This is why it is classified as one of the most important institutions that emerged in the Islamic countries, where it managed in its new and distinguished way of working to prove its existence as a legitimate alternative to conventional banks. To meet the needs of Muslims and seek satisfaction, and this through the provision of quality banking services, seeking to create a mental image aware of their customers to gain confidence in the services provided. The study was designed to highlight the factors that influenced the satisfaction of customers with Islamic banking services. Customers of Al Baraka Bank Biskra were selected to study the situation. Based on the questionnaire and the testing of hypotheses by processing data through the SPSS program, the results of the study show that the customers of this bank understand that both the dimensions of quality and trust affect their level of satisfaction, but the most important main dimensions that affect their satisfaction significantly were: And reliability. key words: Customer satisfaction, banking quality, trust, mental image, Islamic banking, Islamic banks, Al Baraka Bank - Biskra -