Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty

Afifah, Afifah; Kurniawati, Nurul Alfiah

doi:10.23917/jisel.v4i2.15089

Cited by 12 publications

(28 citation statements)

References 36 publications

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“…By becoming a customer of a sharia bank, they have received a reward based on Islamic law and avoided transactions containing elements of usury (Masadah et al, 2020) This study supports recent studies by (Supriyanto et al, 2021), which revealed that service quality did not affect customer loyalty. In other words, service quality does not have a direct effect on customer loyalty, whereas previous research conducted in various fields with service quality as the variable which has a positive and significant effect on customer loyalty (Fida et al, 2020;Tatuil, 2013;Afifah & Kurniawati, 2021;Narotama, 2019;Karyose et al, 2019). According to Delgado-Ballester & Munuera-Alemán ( 2001), when customers receive good service quality for the money they spend, customers believe they are getting value for money, which leads to increased loyalty to service providers.…”

Section: The Effect Of Service Quality On Loyaltymentioning

confidence: 98%

Determinant Factors Toward Bank Syariah Indonesia (BSI) Customer Loyalty: An Empirical Approach

Sulistyandari

Kusumah

Nofirda

2022

AIJBS

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This study examines the effect of Determinant Factors on Bank Syariah Indonesia's (BSI) Customer Loyalty and falls into the quantitative research area. The customers of Bank Syariah Indonesia (BSI) Riau are the sample for this study. The number of samples used in this study was 200, which met the standards. The data was gathered through the distribution of questionnaires, and the secondary data consisted of data or documents that supplemented and enhanced the primary data from books, magazines, journals, and other sources. The WarPLS 7.0 program performs data analysis using Structure Equation Modeling (SEM). Loyalty is the dependent variable in this study, while service quality and trust are the independent variables. These variables assess using a Likert scale using a 1-5 scale to evaluate the indicators of each variable. The results reveal no positive and significant effect between service quality and customer loyalty. However, there is a positive and significant effect between customer loyalty and trust. The study results add to the academic literature, mainly by providing new discussions about theories and literature related to the Determinants of Customer Loyalty Factors in Indonesian Islamic Banks (BSI), which is infrequent.

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Section: The Effect Of Service Quality On Loyaltymentioning

confidence: 98%

Determinant Factors Toward Bank Syariah Indonesia (BSI) Customer Loyalty: An Empirical Approach

Sulistyandari

Kusumah

Nofirda

2022

AIJBS

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“…Responsiveness dimension showed no significant impact while tangibles had the highest impact on customer satisfaction. Another research conducted by (Afifah, 2021) on 136 customers of several Islamic Banks in Indonesia using the SEM (Structural Equation Modeling) revealed that only three dimensions of CARTER, namely, compliance, tangibles and responsiveness had a significant impact on customer satisfaction whereas assurance, reliability and empathy were not significant. While a research conducted by (Maulan et al, 2020) on Malaysian Islamic banks using the PAKSERV model along with the compliance dimension of CARTER model, revealed that assurance and tangibility does not have a significant impact, but reliability, personalization, sincerity, formality and compliance are found to have a positive and significant impact on customer satisfaction.…”

Section: Customer Satisfaction and Service Quality In Islamic Bankingmentioning

confidence: 99%

Impact of Service Quality on Customer Satisfaction in Islamic Banks of Qatar

Haniyah¹,

Manual²

2023

IJAREMS

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Setting a consistent norm to satisfy consumers is incredibly challenging in the service sector. As customers become increasingly aware of the services banks provide, their expectations f or service quality rise as well. Due to the specialization of services, customers are loyal to a particular company rather than a particular service, making it difficult to retain customers (Milan, 2004). Customer satisfaction is the basis for ensuring customer loyalty, which in turn ensures future customer retention (Đukić & Kijevčanin, 2012). In the banking sector, evaluating a bank's performance is highly dependent on the quality of its services. Therefore, this research aims to study the impact of service quality on customer satisfaction in Islamic banks of Qatar using the CARTER model. A structured questionnaire is the survey method adopted to collect the data. The data will be analyzed using SPSS software to test the hypothesis about the association of each variable. Data were collected from 162 respondents of five Islamic banks in Qatar. The findings revealed that only two of the components of CARTER, assurance, and responsiveness, proved to be positive and significant and four of the other components, i.e., compliance, tangibles, empathy, and reliability were positive but insignificant to customer satisfaction. The findings of this study will lead to a better understanding of the areas of emphasis for the provision of high-quality service by Islamic banks in Qatar.

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“…The quality of responsiveness in services according to primary data, which shows a pro-active and fast attitude from employees in helping service users' difficulties (Afifah & Kurniawati, 2021;Low et al, 2020;Octaviany et al, 2021), including helping to resolve complaints such as billing problems and giving good and clear explanations, conveying information through socialization with various means ( coffee morning, goes to campus and through other social media) and immediately resolves all incoming complaints so that they get many thanks from service users.…”

Section: Responsivenessmentioning

confidence: 99%

“…Quality assurance in service is related to the skills of employees in understanding the applicable provisions regarding the import of consignments as well as their friendly attitude and politeness in providing services and good explanations to service users from primary data (Afifah & Kurniawati, 2021;Arens & Loebbecke, 2015;Marginingsih, 2020), including ability and a good understanding of employees towards regulations which applies especially to consignments, efforts to organize an Employee Skills Development Program (PPKP) for employees to improve employee understanding and ability towards applicable regulations and supported by Service Level Agreement (SLA) and Customs English Club training to improve understanding of service quality. In addition, in providing services, is also based on the Operating Procedure System (SOP) according to applicable regulations, supervision of services provided by the leadership is carried out by spot checks, disciplinary week activities, and surveillance through CCTV, and services are provided with a queuing system that does not discriminate in the treatment of people.…”

Section: Assurancementioning

confidence: 99%

Analysis of the Quality of Public Services on Imported Consigned Goods for Use in Realizing Excellent Service at KPPBC Type C Intermediate Customs Post Office Pasar Baru in 2018

Tjahjono

Arimbhi

2022

ijtc

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Public services are seen as evidence of a direct relationship between the government and the community in providing the best service following service standards and being able to satisfy the parties served. KPPBC TMP C Pasar Baru Post Office in carrying out its duties and functions to realize its vision and mission is required to realize good governance and continue to maintain and improve service quality to be able to provide excellent service by referring to the provisions of the applicable Customs and Excise Law. The purpose of this study is to analyze the quality of public services for imported goods sent for use in realizing excellent service at KPPBC TMP C Pasar Baru Post Office in 2018. The analytical method used in this study is the descriptive analysis by conducting interviews with various informants such as users services, academics, or tax authorities. The results of the study indicate that there is still a lack of service quality and service performance achievements in realizing excellent service, namely: average service performance achievements, have not achieved very good performance; the quality of physical evidence services is still lacking, among others: there are no facilities for service users with special needs; there is no television monitor in the service room related to the mechanism or methods of managing consignments; less stable internet network facilities; the facilities for implementing PIB PDE (online) are not yet ready; and service rooms that are less clean, tidy and comfortable; the quality of service reliability is still lacking, among others: lack of discipline of officers for absenteeism in the system and being at the place of duty during working hours; have not implemented PIB service by PDE (online); unclear information service telephone number; the quality of responsiveness is still lacking, among others: slow response to questions via email and lack of socialization and education to the public.

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Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty

Cited by 12 publications

References 36 publications

Determinant Factors Toward Bank Syariah Indonesia (BSI) Customer Loyalty: An Empirical Approach

Determinant Factors Toward Bank Syariah Indonesia (BSI) Customer Loyalty: An Empirical Approach

Impact of Service Quality on Customer Satisfaction in Islamic Banks of Qatar

Analysis of the Quality of Public Services on Imported Consigned Goods for Use in Realizing Excellent Service at KPPBC Type C Intermediate Customs Post Office Pasar Baru in 2018

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