Attributes of Islamic bank service quality: a survey to map metropolitan customer satisfaction

Mulazid, Ade Sofyan and Mufraini, M. Arief and Saharuddin, Desmadi and Wicaksono, Ahmad Tibrizi Soni (2020) Attributes of Islamic bank service quality: a survey to map metropolitan customer satisfaction. International Journal of Business and Society, 21 (2). pp. 883-897. ISSN 15116670

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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.

Item Type: Journal Article
Keywords: compliance; assurance; reliability; tangibles; empathy
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150501 Consumer-Oriented Product or Service Development
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150505 Marketing Research Methodology
15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment
Divisions: Faculty of Economics > Department of Islamic Banking
Depositing User: Ahmad Tibrizi Soni Wicaksono
Date Deposited: 16 Nov 2020 14:11

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