بررسی تأثیر به‎کارگیری مبانی اقتصاد اسلامی در فرایند مالی بانک ملت بر افزایش رضایت مشتریان (مطالعه موردی بانک ملت استان یزد)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استادیار دانشگاه ازاد اسلامی واحد میبد

2 دانشجوی ارشد مدیریت مالی دانشگاه آزاد اسلامی واحد میبد

چکیده

رعایت اصول شرعی و فقهی در همه سطوح بانکی و فرایندهای مالی یک اصل مهم برای بانک­های اسلامی در سراسر جهان است. علاوه بر این مشتریان یکی از مهم‏ترین عواملی هستند که در کسب مزیت رقابتی و افزایش ماندگاری و دوام بانک­ها در بازار رقابتی نقش دارند؛ لذا شناسایی عواملی که می­تواند در جلب رضایت آنها و حفظ و ماندگاری­شان در بانک مؤثر باشد، از اهمیت بسزایی برخوردار است. با توجه به اسلامی‏بودن بانک­های ایران، هدف مطالعه حاضر بررسی تأثیر به­کارگیری مبانی فقهی و شرعی بر رضایت مشتری در بانک ملت استان یزد می­باشد. پژوهش حاضر از لحاظ هدف کاربردی بوده و برحسب روش نیز توصیفی-پیمایشی و از نوع همبستگی است. جامعه آماری تحقیق شامل کلیه مشتریان بانک ملت استان یزد است که از طریق روش نمونه­گیری معادلات ساختاری، 110 نفر به عنوان نمونه انتخاب گردیدند. درنهایت 98 داده­ با استفاده از پرسشنامه استاندارد جمع­آوری گردید. از روش مدل­سازی معادلات ساختاری مبتنی بر روش حداقل مربعات جزئی و همچنین نرم­افزار آماری برای تحلیل داده­ها، ارزیابی مدل تحقیق و آزمون فرضیه­های مطرح‏شده استفاده شد. نتایج حاصل حاکی از آن است که به­کارگیری مبانی فقهی و شرعی به میزان 1/41 درصد بر رضایت مشتریان تأثیر گذار می­باشد. علاوه بر این مشخص گردید که متغیرهای رعایت مبانی فقهی و شرعی در سپرده، رعایت مبانی فقهی و شرعی در فعالیت‌های سرمایه­گذاری، رعایت مبانی فقهی و شرعی در حسابرسی، رعایت مبانی فقهی و شرعی در محصولات و خدمات و آگاهی مشتریان از مبانی فقهی و شرعی فرایندهای مالی، تأثیر مثبت و معنا‌داری بر رضایت مشتری دارند.

کلیدواژه‌ها

عنوان مقاله [English]

Investigating the effect of applying Islamic economic principles in the financial process of Bank Mellat on increasing customer satisfaction (case study of Bank Mellat, Yazd province)

نویسندگان [English]

  • Majid Bitaraf 1
  • Mohammad Hadi Mahboubi 2
1 Assistant Professor of Islamic Azad University
2 Master's student of Azad University gives one unit
چکیده [English]

Compliance with Sharia and Fiqh principles at all levels of banking and financial processes is an important principle for Islamic banks around the world. In addition, customers are one of the most important factors that play a role in gaining a competitive advantage and increasing the longevity and durability of banks in the competitive market. Therefore, it is very important to identify the factors that can be effective in gaining their satisfaction and keeping them in the bank. Considering the fact that Iranian banks are Islamic, the purpose of this study is to investigate the effect of using jurisprudence and sharia principles on customer satisfaction in Mellat Bank of Yazd province. The current research is practical in terms of its purpose, and in terms of its method, it is descriptive-survey and correlational. The statistical population of the research includes all the customers of Mellat Bank in Yazd province, 110 people were selected as a sample through the structural equation sampling method. Finally, 98 data were collected using a standard questionnaire. Structural equation modeling method based on partial least squares method and statistical software were used for data analysis, research model evaluation, and hypothesis testing. The results show that the use of jurisprudence and Shariah principles has an impact on customer satisfaction by 41/1%.

کلیدواژه‌ها [English]

  • Basics of Islamic economy
  • Bank Mellat
  • Customer satisfaction

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