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%.
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