Influence of Customer Service on Customer Satisfaction Indonesian Sharia Bank KCP Bengkalis

Kurniatul FilKurniatul Fil Khoirin; Khodijah Ishak; Muhammad Ise Selamat; Uswatul Hasanah

doi:10.55927/ijis.v2i7.5158

Authors

Kurniatul FilKurniatul Fil Khoirin STIE Syariah Bengkalis
Khodijah Ishak STIE Syariah Bengkalis
Muhammad Ise Selamat STIE Syariah Bengkalis
Uswatul Hasanah STIE Syariah Bengkalis

DOI:

https://doi.org/10.55927/ijis.v2i7.5158

Keywords:

Service, Customer Service, Customer Satisfaction

Abstract

Quality of service is an effort to fulfill needs coupled with consumer desires and the accuracy of the delivery method in order to meet customer expectations and satisfaction. Customer satisfaction is the level of one's feelings after comparing the performance (or results) that he perceives compared to his expectations. This study aims to analyze the quality of customer service on customer satisfaction and examine the effect of customer service quality on customer satisfaction at Bank Syari'ah Indonesia (BSI) Bengkalis Branch. The author uses a quantitative approach with descriptive analysis methods and statistical analysis. The population in this study as many as 6000 customers with the number of samples taken as many as 100 customers. While the data collection tool used is a questionnaire. The results of the research analysis show that the influence of customer service quality on customer satisfaction at Bank Syari'ah Indonesia (BSI) KCP Bengkalis shows a positive and significant effect on Customer Satisfaction with a contribution of 58% and the remaining 42% is influenced by other factors not examined

Downloads

Download data is not yet available.

References

Abbas, A., & Arizah, A. (2019). Marketability, profitability, and profit-loss sharing: evidence from sharia banking in Indonesia. Asian Journal of Accounting Research. https://doi.org/10.1108/AJAR-08-2019-0065

Abdul Rehman, A. (2012). Customer satisfaction and service quality in Islamic banking: A comparative study in Pakistan, United Arab Emirates and United Kingdom. Qualitative Research in Financial Markets. https://doi.org/10.1108/17554171211252501

Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-03-2019-0044

Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2021). The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-11-2020-0346

Ali, M., & Raza, S. A. (2015). Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model. Munich Personal RePEc Archive.

Amalia, S., & . J. (2021). Pengaruh Kepercayaan dan Komitmen terhadap Loyalitas Nasabah Tabungan di PT. Bank BNI Syariah Kantor Kas Cinunuk. Journal of Islamic Economics and Business. https://doi.org/10.15575/.v1i1.13107

Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science. https://doi.org/10.1287/mksc.12.2.125

Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-10-2015-0150

Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-03-2017-0033

Atmaja, J. (2018). Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Pada Bank BJB. Jurnal Ecodemica.

Biswas, A., Jaiswal, D., & Kant, R. (2021). “Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk.” International Journal of Productivity and Performance Management. https://doi.org/10.1108/IJPPM-04-2021-0196

Dahari, Z., Abduh, M., & Fam, K.-S. (2015). Measuring Service Quality in Islamic Banking: Importance-Performance Analysis Approach. Asian Journal of Business Research. https://doi.org/10.14707/ajbr.150008

Davis, M. M., & Heineke, J. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management. https://doi.org/10.1108/09564239810199950

Ebrahimzadeh Pezeshki, R., Sabokro, M., & Jalilian, N. (2020). Developing customer satisfaction index in Iranian public higher education. International Journal of Educational Management. https://doi.org/10.1108/IJEM-11-2018-0378

Farid, M. (2013). Analisis Tingkat Kepuasan Nasabah Non Muslim Terhadap Kualitas Pelayanan Pada Bank Syariah Di Kota Medan. Jurnal Ekonomi Dan Keuangan.

Fauzi, A. A., & Suryani, T. (2019). Measuring the effects of service quality by using CARTER model towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-04-2017-0048

Ghozali, I. (2016). Aplikasi Analisis Multivariete IBM SPSS. Semarang, Universitas Diponegoro.

Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis: A Global Perspective. In Multivariate Data Analysis: A Global Perspective.

Hamidi, H., & Safareeyeh, M. (2019). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics. https://doi.org/10.1016/j.tele.2018.09.008

Hammoud, N., & Bittar, M. (2016). Measuring the Quality of Islamic Banks Services and Its Impact on Customers Satisfaction A Survey Study on the Islamic Banks Customers in Lattakia-Syria. International Journal of Business,

Economics and Management. https://doi.org/10.18488/journal.62/2016.3.1/62.1.1.17

Hamzah, N., Ishak, N. M., & Nor, N. I. M. (2015). Customer Satisfactions on Islamic Banking System. Journal of Economics, Business and Management. https://doi.org/10.7763/joebm.2015.v3.170

Hamzah, Z. L., Lee, S. P., & Moghavvemi, S. (2017). Elucidating perceived overall service quality in retail banking. International Journal of Bank Marketing. https://doi.org/10.1108/IJBM-12-2015-0204

Jayengsari, R., Yunita, R., & Maloka, S. (2021). Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank BJB KCP CIPANAS. Ar-Rihlah : Jurnal Keuangan Dan Perbankan Syariah. https://doi.org/10.35194/arps.v1i1.1291

Kotler, P. (2017). Customer Value Management. Journal of Creating Value. https://doi.org/10.1177/2394964317706879

Kwan, W., & Hee, T. J. (1994). Measuring Service Quality in Singapore Retail Banking: A Gap Analysis & Segmentation Approach. Singapore Management Review.

Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society. https://doi.org/10.1016/j.techsoc.2020.101487

Lukmanul Hakim, A. A. (2013). Pembiayaan Murabahah Pada Perbankan Syariah Dalam Perspektif Hukum Di Indonesia. Journal of Chemical Information and Modeling.

Monica Sari, P., Bahrudin, M., & Nurmalia, G. (2020). Studi Komparatif Analisis Efisiensi Kinerja Perbankan Syariah Di Indonesia Antara Metode Data Envelopment Analysis (Dea) Dan Stochastic Frontier Analysis (SFA). Fidusia : Jurnal Keuangan Dan Perbankan. https://doi.org/10.24127/jf.v3i1.468

Morgeson, F. V., Mithas, S., Keiningham, T. L., & Aksoy, L. (2011). An investigation of the cross-national determinants of customer satisfaction. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-010-0232-3

Octavia, Y., & Alexandro, R. (2020). Efektivitas Customer Service (Cs) Dalam Meningkatkan Loyalitas Nasabah Penabung Pada Bank Muamalat Cabang Palangka Raya. Jurnal Mediasosian : Jurnal Ilmu Sosial Dan Administrasi Negara. https://doi.org/10.30737/mediasosian.v4i1.816

Parasuraman, A. (1998). Customer service in business-to-business markets: An agenda for research. Journal of Business and Industrial Marketing. https://doi.org/10.1108/08858629810226636

Rusmawati, Y., & Ristyanadi, B. (2018). Analisis Pelayanan Cs ( Customer Service ) Terhadap Kepuasan Nasabah Pada Bank Danamon Di Sukodadi Lamongan. Jurnal Ekbis. https://doi.org/10.30736/ekbis.v19i1.141

Santoso, A., Fauzi, A., Sunarti, Rifai, M., Ridlo, R., Rizqy, R., … Wahyuddin, D. M. (1993). Pengaruh Kualitas Layanan Kepercayaan dan Kepuasan Klien Untuk (Studi Kasus Klien Kospin Layanan Cabang Wonosobo). Jurnal Administrasi Bisnis.

Syahril, M., & Agustiawan, R. (2018). Analisis Kualitas Pelayanan Teller Terhadap Kepuasan Nasabah Bank Rakyat Indonesia Cabang Pajajaran Bogor. JIMFE (Jurnal Ilmiah Manajemen Fakultas Ekonomi). https://doi.org/10.34203/jimfe.v6i2.477

Teas, R. K. (1993). Expectations, Performance Evaluation, and Consumers’ Perceptions of Quality. Journal of Marketing. https://doi.org/10.1177/002224299305700402

Tumewah, E., Juniarta, & Kurniawan, Y. (2020). The Effect of M-Banking Service Quality and Customer Perceived Value to Satisfaction and Loyalty of Bank XYZ Customers. International Journal of Management and Humanities. https://doi.org/10.35940/ijmh.f0634.024620

Westbrook, R. A., & Oliver, R. L. (1981). Developing better measures of consumer satisfaction: Some preliminary results. Advances in Consumer Research.

Wijaya, S. D., & Irwan, I. (2019). Aplikasi Pemilihan Genteng Berdasarkan Kebutuhan Customer dengan Metode SMART. Jurnal Mahasiswa Aplikasi Teknologi Komputer Dan Informasi.