The quality of bank services and its impact on the banks’ performance: a field study in the Jordanian Banks (Irbid Governorate)
Keywords:
Banking Services, Service Quality, Performance, Financial Ratios, Jordanian banks.Abstract
This study aimed at measuring the actual level of banking service quality
in commercial and Islamic Jordanian banks from the customers’ viewpoint,
the study adopted the Attitudinal Approach by using SERVPERF to measure
service quality, and it also aimed at investigating the effect of service quality
on banks’ performance. To achieve the objectives of this study, two methods
were adopted: The first one was through the random distribution of 750
questionnaires to Jordanian bank customers in Irbid. The second was through
the collection of financial information from these banks in order to determine
the financial ratios required.
The results showed that the level of services quality provided by Jordanian
banks was satisfactory. Furthermore, these results showed that there was
a significant statistical difference between the customers’ evaluation of
commercial and Islamic banks. Service quality of customers’ evaluation in
commercial banks was higher than those of Islamic banks. Based on the
pooled regression model, the results showed a significant effect of banking
service quality on performance of Jordanian banks which is measured by the
rate of return on assets (ROA) , and rate of return on equity (ROE) .
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