A Study of the Relation between Service Quality, Customer Satisfaction and Bank Performance of Rastin Profit and Loss Sharing Banking Using Partial Least Squares Method

Abstract

Melli Bank of Iran, as the largest Islamic bank, implemented the Rastin Profit and Loss Sharing plan for the first time in the world. The purpose of this plan was to remove any trace of usury in banking operations. This article studies the relationship between service quality in this system with customer satisfaction and bank performance. To this end, we collected 35 of this type of banking customers as samples and distributed questionnaires among them. The data were analyzed with partial least squares method. The result illustrates that there is significant relationship between service quality, customer satisfaction and bank performance. Also, service quality has had the most effect on customer satisfaction and customer satisfaction has had a significant effect on banking performance in Rastin Profit and Loss Sharing Banking.

Keywords

• rastin profit and loss sharing
• bank performance
• customer satisfaction
• service quality
• partial least squares (pls) method