Effect of Service Quality and Relationship Development on Customer Satisfaction in Islamic Bank of Afghanistan
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study examined the impact of relationship development and service quality on customer satisfaction at the Islamic Bank of Afghanistan. Fostering positive customer interactions is essential for guaranteeing client delight. A quantitative research design employing a deductive approach was implemented, utilizing a questionnaire featuring closed-ended questions and a five-point Likert scale to gather data from clients of the Islamic Bank of Afghanistan in Kabul. The internal consistency of the questionnaire items was confirmed and validated. A convenience sampling method was employed, encompassing 390 customers of the Islamic Bank of Afghanistan located in Kabul. The findings indicated that customer satisfaction at the Islamic Bank of Afghanistan was positively and significantly influenced by relationship development and service quality. The significance level of 0.000, being below the threshold of 0.05, indicated statistical adequacy, so the entire model exhibited a satisfactory fit. The Islamic Bank of Afghanistan confirmed, at a 5% significance level, that service quality influences customer satisfaction and that relationship development enhances customer contentment. Furthermore, at the Islamic Bank of Afghanistan, service quality enhanced relationship development by 3.401% and customer satisfaction (the dependent variable) by 3.161%.
Language: English
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W7110000036
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