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)

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%.