Impact of Banking Service Quality on Achieving Competitive Advantage: A Field Study on a Sample of Yemeni Islamic Banks Operating in Sana'a
DOI:
https://doi.org/10.60037/edu.v14i(2).3005Keywords:
Banking Service Quality, Competitive Advantage, Islamic Banks, YemenAbstract
The study aimed to measure the impact of banking service quality with its dimensions (tangibility, reliability, responsiveness, empathy, security, and communication) on achieving competitive advantage for Yemeni Islamic banks in Sana'a. The study followed the descriptive analytical approach, and a questionnaire was designed to collect data. Due to the difficulty of identifying the study population of Islamic bank customers in Yemen, the "convenience sampling" method was used. The questionnaire was distributed to (311) customers from five Islamic banks: (Al-Kareemi, Saba, Al-Aml, Yemeni Islamic, and Al-Tadhamon Al-Islami). Data were analyzed using (SPSS) software. The results showed that the level of banking service quality and competitive advantage in these banks was very high, and the dimensions of "responsiveness" and "communication" were the most influential in enhancing competitive advantage. In contrast, the dimensions of tangibility, empathy, and security did not show a statistically significant impact. The study recommended the need for Islamic banks to develop their capabilities in responding to customer needs and activating communication channels, as these are fundamental pillars for achieving sustainable competitive advantage.
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