Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Perbankan Syariah
Abstract
In the last few years, Islamic banking in Indonesia has shown a positive development which is shown through the addition of Islamic banks in Indonesia. To increase its market share, Islamic banking needs to analyze what factors influence the community to be willing to become customers in Islamic banks, one of which is through service quality. This study aims to examine the effect of service quality on customer satisfaction of Islamic banks in the city of Pekanbaru. The research method used is multiple regression analysis where the sample used in this study was 200 customers. The results showed that overall dimensions of service quality have a significant positive effect on customer satisfaction, which means that the better the quality of service starting from physical evidence, responsive data, reliability, assurance and empathy provided by Islamic Banking will be able to increase customer satisfaction and vice versa.
Keyword : Service Quality, Satisfaction, Syaria Bank
References
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Amin, M. and Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1 (3), 191-209.
Beck, T., Demirgüç-Kunt, A. and Merrouche, O. (2013), Islamic vs. Conventional banking: Business model, efficiency and stability. Journal of Banking & Finance, 37(2), 433-447.
Dusuki, A.W. and Abdullah, N.I. (2007). Why do Malaysian customers patronise Islamic banks?, International Journal of Bank Marketing. 25(3),142-160.
Flavian, C., Torres, E. and Guinaliu, M. (2004). Corporate image measurement: A further problem for the tangibilization of internet banking services. International Journal of Bank Marketing, 22(5), 366-384.
Hair, J., Anderson, R., Tatham, R., & Black, W. (1988). Multivariate data analysis (5th ed.). New Jersey: Prentice Hall.
Hasan, M. and Dridi, J. (2010), The effects of the global crisis on Islamic and conventional banks: A comparative study: International Monetary Fund.
Hoffman, K.D. & Bateson, J.E. (2002), Fundamentals of marketing of services: Concepts, strategies and cases: Cengage Learning Editores.
Jabnoun, N. & Khalifa, A. (2005). A customized measure of service quality in the UAE. Managing Service Quality, 15 (4), 374-388.
Jabnoun, N. & Al-Tamimi, H.A.H. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20 (4), 458-472.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: The development of an instrument. Journal of Marketing Management, 20(1-2), 185-207
Joseph, M., McClure, C. and Joseph, B. (1999). Service quality in the banking sector: The impact of technology on service delivery. International Journal of Bank Marketing, 17(4),182-193.
Kumar, M., Kee, F.T. & Charles, V. (2010). Comparative evaluation of critical factors in delivering service quality of banks: An application of dominance analysis in modified servqual model. International Journal of Quality & Reliability Management, 27(3), 351-377.
Lee, H., Lee, Y. and Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14 (3), 217-231
Newman, K. (2001). Interrogating servqual: A critical assessment of service quality measurement in a high street retail bank. International journal of bank marketing, 19 (3), 126-139.
Novokreshchenova, O. A., Novokreshchenova, N. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies Journal, 19(3), 19–38.
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity: implications for Furtiier Research. Journal of Retailing, 67(4), 420–450.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). Servqual. Journal of retailing, 64 (1), 12-37.
Vera, J. and Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20 (6), 579-586.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015), Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.
Amin, M. and Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1 (3), 191-209.
Beck, T., Demirgüç-Kunt, A. and Merrouche, O. (2013), Islamic vs. Conventional banking: Business model, efficiency and stability. Journal of Banking & Finance, 37(2), 433-447.
Dusuki, A.W. and Abdullah, N.I. (2007). Why do Malaysian customers patronise Islamic banks?, International Journal of Bank Marketing. 25(3),142-160.
Flavian, C., Torres, E. and Guinaliu, M. (2004). Corporate image measurement: A further problem for the tangibilization of internet banking services. International Journal of Bank Marketing, 22(5), 366-384.
Hair, J., Anderson, R., Tatham, R., & Black, W. (1988). Multivariate data analysis (5th ed.). New Jersey: Prentice Hall.
Hasan, M. and Dridi, J. (2010), The effects of the global crisis on Islamic and conventional banks: A comparative study: International Monetary Fund.
Hoffman, K.D. & Bateson, J.E. (2002), Fundamentals of marketing of services: Concepts, strategies and cases: Cengage Learning Editores.
Jabnoun, N. & Khalifa, A. (2005). A customized measure of service quality in the UAE. Managing Service Quality, 15 (4), 374-388.
Jabnoun, N. & Al-Tamimi, H.A.H. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20 (4), 458-472.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: The development of an instrument. Journal of Marketing Management, 20(1-2), 185-207
Joseph, M., McClure, C. and Joseph, B. (1999). Service quality in the banking sector: The impact of technology on service delivery. International Journal of Bank Marketing, 17(4),182-193.
Kumar, M., Kee, F.T. & Charles, V. (2010). Comparative evaluation of critical factors in delivering service quality of banks: An application of dominance analysis in modified servqual model. International Journal of Quality & Reliability Management, 27(3), 351-377.
Lee, H., Lee, Y. and Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14 (3), 217-231
Newman, K. (2001). Interrogating servqual: A critical assessment of service quality measurement in a high street retail bank. International journal of bank marketing, 19 (3), 126-139.
Novokreshchenova, O. A., Novokreshchenova, N. A., & Terehin, S. E. (2016). Improving bank’s customer service on the basis of quality management tools. European Research Studies Journal, 19(3), 19–38.
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24. https://doi.org/10.3390/su11041113
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Reassessment of Expectations as a Comparison Standard in Measuring Service Quaiity: implications for Furtiier Research. Journal of Retailing, 67(4), 420–450.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988). Servqual. Journal of retailing, 64 (1), 12-37.
Vera, J. and Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20 (6), 579-586.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015), Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan. International Journal of Bank Marketing, 33(4), 442-456.
Published
2019-11-05
Section
Articles
