أثر أستثمار رأس المال الفكري على رضا العملاء في المصارف الأسلامية في العراق

Abstract

The research aims to identify the impact of the elements of the intellectual capital of both (human, Customer, inventive and structural), on the overall dimensions of loyalty and customer satisfaction of (customer service, fast performance, privacy, confidentiality, service style, performance style) to increase the number of clients , and earn their loyalty, satisfaction, and the impact of the availability of creativity and marketing capabilities and customer retention and organizational culture on the performance of employees in Islamic banks. The research used two types of questionnaire forms; the first related to the elements of intellectual capital, the second is dedicated dimensions of loyalty and customer satisfaction.The results showed positive for all elements of intellectual capital (Human, Customer, Creative and structural) in the majority of the dimensions of customer satisfaction in the forefront of privacy, followed by the performance style, and style of service, and then customer service, confidentiality, Finally, the fast performance as following as believes the customer, and suggest bank customers and their preferences in the new service or put up, modify or delete other.Research recommend the need to attract owners of bank certificates of high academic and professional and technical specialty through motivation and rewards granted physical and other considerations for distinctive. The definition of the customer on the activities of the bank, and exchange information with its customers to open new horizons, encouraging a spirit of innovation and creativity in presenting new ideas among workers manner that achieves success and development, and the concentration of the sense of belonging they have, that depends bank training method appropriate way to suit the needs of the administration, in the acquisition of skills process.