Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung
<span><em>This research aims to analyze the effect of Islamic service quality on </em><span><em>customer satisfaction in Islamic banking in Lampung Province. The CARTER </em><span><em>dimensions influence on Islamic service quality consists of sharia c...
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| Format: | Article |
| Language: | Arabic |
| Published: |
Universitas Darussalam Gontor
2020-12-01
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| Series: | Islamic Economics Journal |
| Subjects: | |
| Online Access: | https://ejournal.unida.gontor.ac.id/index.php/JEI/article/view/4732 |
| _version_ | 1828086668835422208 |
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| author | Sefta Kurniawansyah Tulus Suryanto Heni Noviarita |
| author_facet | Sefta Kurniawansyah Tulus Suryanto Heni Noviarita |
| author_sort | Sefta Kurniawansyah |
| collection | DOAJ |
| description | <span><em>This research aims to analyze the effect of Islamic service quality on </em><span><em>customer satisfaction in Islamic banking in Lampung Province. The CARTER </em><span><em>dimensions influence on Islamic service quality consists of sharia compliance, </em><span><em>assurance, reliability, tangibles, empathy, and responsiveness. In this study, </em><span><em>collecting data using a questionnaire was given to 100 samples using regression </em><span><em>analysis. The analysis results prove that simultaneously the CARTER dimension </em><span><em>has a significant effect on customer satisfaction. In contrast, reliability, sharia </em><span><em>compliance, and responsiveness partially significantly affect customer satisfaction </em><span><em>in Islamic banking in Lampung Province. Meanwhile, assurance, tangibles, and </em><span><em>empathy do not considerably affect customer satisfaction in Islamic banking in </em><span><em>Lampung Province.</em><br /><span><em>Based on the value of Adjusted R Square, the magnitude of the influence of </em><span><em>Islamic service quality using the CARTER dimension on customer satisfaction in </em><span><em>sharia banking in Lampung Province is 73.8%, so simultaneously, the CARTER </em><span><em>dimension affects the quality of Islamic services. Therefore, to maintain and </em><span><em>improve this quality, the quality of Islamic banking must be further enhanced </em><span><em>through the dimensions of assurance and empathy, namely the bank's ability to </em><span><em>give sincere attention and individual or personal care to its customers, as well </em><span><em>as commitment and certainty of customer satisfaction, such as showing easy </em><span><em>procedures, good bank reputation, the number of front liners, security, and facilities </em><span><em>and infrastructure provided is even better.</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span> |
| first_indexed | 2024-04-11T04:58:19Z |
| format | Article |
| id | doaj.art-0230806cab4f42488832b824acd508af |
| institution | Directory Open Access Journal |
| issn | 2460-1896 2541-5573 |
| language | Arabic |
| last_indexed | 2024-04-11T04:58:19Z |
| publishDate | 2020-12-01 |
| publisher | Universitas Darussalam Gontor |
| record_format | Article |
| series | Islamic Economics Journal |
| spelling | doaj.art-0230806cab4f42488832b824acd508af2022-12-26T05:42:00ZaraUniversitas Darussalam GontorIslamic Economics Journal2460-18962541-55732020-12-016219320610.21111/iej.v6i2.47322626Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi LampungSefta Kurniawansyah0Tulus Suryanto1Heni Noviarita2UIN Raden Intan LampungUIN Raden Intan LampungUIN Raden Intan Lampung<span><em>This research aims to analyze the effect of Islamic service quality on </em><span><em>customer satisfaction in Islamic banking in Lampung Province. The CARTER </em><span><em>dimensions influence on Islamic service quality consists of sharia compliance, </em><span><em>assurance, reliability, tangibles, empathy, and responsiveness. In this study, </em><span><em>collecting data using a questionnaire was given to 100 samples using regression </em><span><em>analysis. The analysis results prove that simultaneously the CARTER dimension </em><span><em>has a significant effect on customer satisfaction. In contrast, reliability, sharia </em><span><em>compliance, and responsiveness partially significantly affect customer satisfaction </em><span><em>in Islamic banking in Lampung Province. Meanwhile, assurance, tangibles, and </em><span><em>empathy do not considerably affect customer satisfaction in Islamic banking in </em><span><em>Lampung Province.</em><br /><span><em>Based on the value of Adjusted R Square, the magnitude of the influence of </em><span><em>Islamic service quality using the CARTER dimension on customer satisfaction in </em><span><em>sharia banking in Lampung Province is 73.8%, so simultaneously, the CARTER </em><span><em>dimension affects the quality of Islamic services. Therefore, to maintain and </em><span><em>improve this quality, the quality of Islamic banking must be further enhanced </em><span><em>through the dimensions of assurance and empathy, namely the bank's ability to </em><span><em>give sincere attention and individual or personal care to its customers, as well </em><span><em>as commitment and certainty of customer satisfaction, such as showing easy </em><span><em>procedures, good bank reputation, the number of front liners, security, and facilities </em><span><em>and infrastructure provided is even better.</em></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span><br /></span>https://ejournal.unida.gontor.ac.id/index.php/JEI/article/view/4732islamic public services, dimensions of carter, customers satisfaction, sharia banking. |
| spellingShingle | Sefta Kurniawansyah Tulus Suryanto Heni Noviarita Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung Islamic Economics Journal islamic public services, dimensions of carter, customers satisfaction, sharia banking. |
| title | Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung |
| title_full | Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung |
| title_fullStr | Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung |
| title_full_unstemmed | Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung |
| title_short | Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Studi Pada Bank Umum Syariah di Provinsi Lampung |
| title_sort | pengaruh kualitas pelayanan islami terhadap kepuasan nasabah studi pada bank umum syariah di provinsi lampung |
| topic | islamic public services, dimensions of carter, customers satisfaction, sharia banking. |
| url | https://ejournal.unida.gontor.ac.id/index.php/JEI/article/view/4732 |
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