Les influences des déterminants de la qualité relationnelle des banques islamiques sur l'engagement de leurs clients

Abstract

Beyond requirements and religious precepts, Islamic banks are financial institutions that should have a certain level of competitiveness as similar as that of conventional banks (Razak et al, 2013) .In the present research, we explore the determinants of relational quality of Islamic banks susceptible to increase their capacity to deal with their competitors. On the basis of an investigation by questionnaire realized with 44 experts, we proceeded to modeling by the method of cognitive maps. A structural analysis operated by means of software MICMAC reveals that the Islamic religious ethics and satisfaction act as driving variables of relational quality of Tunisian Islamic banks, and trust plays the role of relay variable.