Sehraee, Faramarz; Karimi, Eslam; Abbasighadi, Mojtaba

doi:10.22054/qjsd.2026.86165.2681

"The Effect of Service Quality Satisfaction on Institutional Trust in Single-Branch Qard-al-Hasanah Funds: The Mediating Role of Service Recipients’ Justice Perception"

Document Type : Research Paper

Authors

faramarz sehraee ¹

eslam karimi ²

mojtaba abbasighadi ³

¹ Faculty member, Allameh Tabatabaei University, Tehran

² Lecturer at Allameh Tabatabaei University and Managing Director of Shahed Al-Hasanah Fund

³ Researcher and Project and Development Manager of the Shahed Al-Hasaneh Fund

https://doi.org/10.22054/qjsd.2026.86165.2681

Abstract

The present study aims to investigate the impact of satisfaction with service quality on institutional trust among members of single-branch microfinance funds, with the mediating role of perceived justice by service recipients (Case Study: Members of the Shahed Microfinance Fund). From this perspective, a quantitative research strategy and a survey study design were employed. Accordingly, research data were collected and analyzed from 381 members of the Shahed Microfinance Fund across 32 service regions who received financial facilities during the first half of the Iranian year 1403 (March–September 2024). Participants were selected using Cochran and Sharp’s sampling formula and stratified sampling method. Descriptive findings indicated that the overall index of institutional trust among members had a mean of 36.638 (with a cutoff point of 24), member satisfaction had a mean of 84.564 (cutoff point: 63), and perceived justice had a mean of 27.357 (cutoff point: 18), all of which are at desirable levels. Moreover, inferential findings based on structural equation modeling (SEM) showed that the empirical (path) structural model and the reflective measurement model of veterans’ satisfaction with the quality of services provided by the Shahed Microfinance Fund had an acceptable fit and alignment with the theoretical model.Keywords: Social trust, institutional trust, perceived justice of service recipients, microfinance fund, Shahed, members.

Keywords

Social trust

institutional trust

perceived justice of service recipients

Qarz al-Hasanah Fund

Shahed

members

Subjects