Attributes of Islamic Bank Service Quality: A Survey To Map Metropolitan Customer Satisfaction

Author : Ade Sofyan Mulazid (Universitas Islam Negeri Syarif Hidayatullah Jakarta), M Arief Mufraini (Universitas Islam Negeri Syarif Hidayatullah Jakarta), Desmadi Saharuddin (Universitas Islam Negeri Syarif Hidayatullah Jakarta), Ahmad Tibrizi Soni Wicaksono (Universitas Islam Negeri Maulana Ibrahim Malang)

Abstract : This study aims to analyze service quality of Islamic Banking in Jakarta. Data were randomly obtained from metropolitan customers with the CARTER approaches, which comprises of Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness used to determine customer satisfaction index and importance performance analysis. 

Although the overall result showed that metropolitan customers of Islamic banks are satisfied, gaps were found on attributes of the services provided. Therefore, continuous improvement is needed to ensure the proper use of information technology (e-Banking), the ability of banks in responding to problems and complaints quickly, and the hospitality of employees while attending to customers.

Keywords: Compliance; Assurance; Reliability; Tangibles; Empathy.

Journal : International Journal of Business and Society Volume 21 Issue 2 2020

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