A Strategic Development Proposal to Implement the European Model of Excellence in Palestinian Islamic Banks and its Relationship to the Quality of Electronic Services

Abstract

This research aims to present a proposal for the development of dimensions of the EFQM (the European Foundation for Quality Management) Excellence Model and its relation to the quality of electronic services in both the Palestinian Islamic Bank and the Arab Islamic Bank in Palestine. An analytical descriptive approach used in this research. To achieve the research objectives, the research adopted questionnaire, interview and content analysis as tools for collecting information. The research was applied to a random sample comprising (384) from bank customers and (384) from the local community. The content of the banks’ websites was analyzed, and the directors of those banks were also interviewed. The content of the financial statement of international Islamic banks was analyzed as success experiences. The research summarized a set of important findings. The relative arithmetic average of all items of e-services quality equals (77, 8%) according to the customers’ point of view. All the results of the application of the EFQM Excellence Model equals (75, 3%) from the customers’ point of view, and (76, 1%) according to the local community point of view. There is a high potential for applying the capabilities of the EFQM Excellence Model by analyzing the contents of websites of banks. There is a strong positive and statistically significant relationship between the results of the EFQM Excellence Model application and the quality of electronic banking services. The research also provided a proposed framework for applying the EFQM Excellence Model.