DETERMINANTS OF SERVICE QUALITY ON ISLAMIC BANKS CUSTOMER SATISFACTION IN SURAKARTA
Keywords:
BSQ, Consumer Satisfaction, Islamic Bank
Abstract
This study aims to determine the effect of Banking Service Quality (BSQ) as a derivative of SERVQUAL research on customer satisfaction at Bank Syariah Indonesia Surakarta Branch Office. The sample was taken by convenience sampling technique and got 96 respondents. The data collection instrument is a questionnaire. The results showed that three of the six dimensions of the BSQ which include effectiveness and assurance, access and reliability have an effect on customer satisfaction. While the other three, namely price, tangibles and services portfolio have no effect on customer satisfaction.
References
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Anggraeni, & Yasa. (2012). E-Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Dalam Penggunaan Internet Banking. Jurnal Keuangan Dan Perbankan, 32916(2), 293–306.
Arikunto, S. (2010). Prosedur Penelitian Suatu Pendekatan Praktik Edisi Revisi cet 14. Rineka Cipta.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84–91. https://doi.org/10.1108/02652320010322994
Bedman Narteh. (2016). Service Quality and Customer Satisfaction in Ghanaian Retail Banks: The Moderating Role of Price. International Journal of Bank Marketing, 8(5), 68–88. https://doi.org/10.1108/EUM0000000001084
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Dimyati, M., Afandi, M. F., & Destari, F. (2020). ( Studi Bank Syariah di Kabupaten Jember ). 14(1).
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Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21 (7th ed.). Badan Penerbit Universitas Diponegoro.
Haron, S., Ahmad, N., & Planisek, S. L. (1994). Bank patronage factors of muslim and non-muslim customers. International Journal of Bank Marketing, 12(1), 32–40. https://doi.org/10.1108/02652329410049599
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177–192. https://doi.org/10.1509/jmkg.2005.69.4.177
Jones, T. and W. E. S. J. (1994). Marketing (Second Edi).
Jr., M. K. B. & J. J. C. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 49(3), 34–39. https://doi.org/10.1007/s10840-017-0265-3
Khattak, N. A. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662–671.
Kim, M., Kim, J. H., & Lennon, S. J. (2006). Online service attributes available on apparel retail web sites: An E-S-QUAL approach. Managing Service Quality, 16(1), 51–77. https://doi.org/10.1108/09604520610639964
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: Comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224–246. https://doi.org/10.1108/02652321111117502
Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. International Journal of Bank Marketing, 18(4), 181–199. https://doi.org/10.1108/02652320010349067
Marimin, A., & M. (2018). Signifikansi Kualitas Jasa Terhadap Kepuasan Nasabah di Bank Syariah. RELEVANCE : Journal of Management and Business, 1(2), 92–106.
Melinda. (2017). Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Agora, 5(1), 1.
Mersha, Tigineh Sriram, V. H. Y. Y. G. (2012). Perceived Service Quality in Ethiopian Retail Banks. Thunderbird International Business Review, 54(4), 551–565. https://doi.org/http://doi.org/ 10.1002/tie
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5–15. https://doi.org/10.1108/02652320310457767
Oliver, R. L. (1980). Congnitiv Model of the Antecedents and Consequences of Satisfaction Decision. Journal of Marketing Research, 17(9), 460–469.
Othman, A. . & O. L. (2001). The Multi Dimensionality of Carter Model to Measure Customer Service Quality (SQ) in Islamic Banking Industry: A Study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(4), 1–12.
Parasuraman, A. (1990). An empirical examination of relationships in an extended service quality model. Cambridge, Mass. : Marketing Science Institute, 1990.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Rashid, M., Hassan, M. K., & Ahmad, A. U. F. (2009). Quality Perception of the Customers towards Domestic Islamic Banks in Bangladesh. Journal of Islamic Economics, Banking and Finance, 5(1), 109–131.
Restu Khaliq. (2018). Importance Performance Analysis dalam kasus Kepuasan Konsumen Usaha Laundry. 17(34), 47–64.
Riduwan dan Akdon. (2009). Aplikasi Statistika dan Metode Penelitian untuk Administrasi dan Manajemen. Dewa Ruci.
Rohmati, D., F. (2017). Implemtasi kualitas pelayanan pendekatan CARTER Karyawan, pengaruhnya terhadap kepuasan UJKS koperasi. Jurnal Ekonomi Syariah Teori Dan Terapan, 3(3), 203. https://doi.org/http://dx.doi.org/10.20473/vol3iss20163pp203-218
Sarwono, J. (2012). Metode Riset Skripsi Pendekatan Kuantitatif (Menggunakan Prosedur SPSS): Tuntunan Praktis dalam Menyusun Skripsi.
Spathis, C., Petridou, E., & Glaveli, N. (2004). Managing service quality in banks: Customers’ gender effects. Managing Service Quality: An International Journal, 14(1), 90–102. https://doi.org/10.1108/09604520410513695
Sugiyono. (2015). Metode Penelitian Pendidikan. Alfabeta.
Sugiyono. (2017). Metode Penelitian Bisnis (3rd ed.). Alfabeta.
Suharyadi, & Purwanto, S. K. (2016). Statistika untuk Ekonomi dan Keuangan Modern. In Statistika untuk Ekonomi dan Keuangan Modern Buku 2.
Suryani, & Hendryadi. (2015). Metode Riset Kuantitatif: Teori Dan Aplikasi Pada Penelitian Bidang Manajemen Dan Ekonomi Islam (Pertama). Kencana.
Tjiptono. (2008). Stratergi Pemasaran. In Edisi Kedua, Penerbit Andi,Yogyakarta.
Tjiptono, & Fandy. (2015). Strategi Pemasaran. In Yogyakarta: Andi.
Wijaya, H., Beik, I. S., & Sartono, B. (2017). Pengaruh Kualitas Layanan Perbankan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah XYZ di Jakarta. Jurnal Aplikasi Bisnis Dan Manajemen, 3(3), 417–417. https://doi.org/10.17358/jabm.3.3.417
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
Yuli, S. B. C. (2012). Kualitas Layanan Bagi Nasabah di PT. Bank Syariah Mandiri Cabang Malang. Jurnal Humanity, 7(2), 83–97.
Anggraeni, & Yasa. (2012). E-Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Dalam Penggunaan Internet Banking. Jurnal Keuangan Dan Perbankan, 32916(2), 293–306.
Arikunto, S. (2010). Prosedur Penelitian Suatu Pendekatan Praktik Edisi Revisi cet 14. Rineka Cipta.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84–91. https://doi.org/10.1108/02652320010322994
Bedman Narteh. (2016). Service Quality and Customer Satisfaction in Ghanaian Retail Banks: The Moderating Role of Price. International Journal of Bank Marketing, 8(5), 68–88. https://doi.org/10.1108/EUM0000000001084
Christoper H. Lovelock. (1988). Lovelock. 1988. Managing Service: Marketing, Operation, and Human Resources. London: Prentice-Hall International, Inc .
Dimyati, M., Afandi, M. F., & Destari, F. (2020). ( Studi Bank Syariah di Kabupaten Jember ). 14(1).
Dutka. (1994). Atribut – Atribut Dari Konsumen Secara Universal. Erlangga, Glora Aksara Pertama.
Ermina Miranti. (2008). Prospek Industri Batu Bara di Indonesia, Economic Review No. 214. https://doi.org/10.47599/bsdg.v5i1.255
Ghozali, I. (2013). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 21 (7th ed.). Badan Penerbit Universitas Diponegoro.
Haron, S., Ahmad, N., & Planisek, S. L. (1994). Bank patronage factors of muslim and non-muslim customers. International Journal of Bank Marketing, 12(1), 32–40. https://doi.org/10.1108/02652329410049599
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177–192. https://doi.org/10.1509/jmkg.2005.69.4.177
Jones, T. and W. E. S. J. (1994). Marketing (Second Edi).
Jr., M. K. B. & J. J. C. (2001). Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Journal of Marketing, 49(3), 34–39. https://doi.org/10.1007/s10840-017-0265-3
Khattak, N. A. (2010). Customer satisfaction and awareness of Islamic banking system in Pakistan. African Journal of Business Management, 4(5), 662–671.
Kim, M., Kim, J. H., & Lennon, S. J. (2006). Online service attributes available on apparel retail web sites: An E-S-QUAL approach. Managing Service Quality, 16(1), 51–77. https://doi.org/10.1108/09604520610639964
Ladhari, R., Ladhari, I., & Morales, M. (2011). Bank service quality: Comparing Canadian and Tunisian customer perceptions. International Journal of Bank Marketing, 29(3), 224–246. https://doi.org/10.1108/02652321111117502
Lassar, W. M., Manolis, C., & Winsor, R. D. (2000). Service quality perspectives and satisfaction in private banking. International Journal of Bank Marketing, 18(4), 181–199. https://doi.org/10.1108/02652320010349067
Marimin, A., & M. (2018). Signifikansi Kualitas Jasa Terhadap Kepuasan Nasabah di Bank Syariah. RELEVANCE : Journal of Management and Business, 1(2), 92–106.
Melinda. (2017). Pengaruh E-Service Quality Terhadap E-Loyalty Pelanggan Go-Jek Melalui E-Satisfaction Pada Kategori Go-Ride. Agora, 5(1), 1.
Mersha, Tigineh Sriram, V. H. Y. Y. G. (2012). Perceived Service Quality in Ethiopian Retail Banks. Thunderbird International Business Review, 54(4), 551–565. https://doi.org/http://doi.org/ 10.1002/tie
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Marketing, 21(1), 5–15. https://doi.org/10.1108/02652320310457767
Oliver, R. L. (1980). Congnitiv Model of the Antecedents and Consequences of Satisfaction Decision. Journal of Marketing Research, 17(9), 460–469.
Othman, A. . & O. L. (2001). The Multi Dimensionality of Carter Model to Measure Customer Service Quality (SQ) in Islamic Banking Industry: A Study in Kuwait Finance House. International Journal of Islamic Financial Services, 3(4), 1–12.
Parasuraman, A. (1990). An empirical examination of relationships in an extended service quality model. Cambridge, Mass. : Marketing Science Institute, 1990.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4). https://doi.org/10.2307/1251430
Rashid, M., Hassan, M. K., & Ahmad, A. U. F. (2009). Quality Perception of the Customers towards Domestic Islamic Banks in Bangladesh. Journal of Islamic Economics, Banking and Finance, 5(1), 109–131.
Restu Khaliq. (2018). Importance Performance Analysis dalam kasus Kepuasan Konsumen Usaha Laundry. 17(34), 47–64.
Riduwan dan Akdon. (2009). Aplikasi Statistika dan Metode Penelitian untuk Administrasi dan Manajemen. Dewa Ruci.
Rohmati, D., F. (2017). Implemtasi kualitas pelayanan pendekatan CARTER Karyawan, pengaruhnya terhadap kepuasan UJKS koperasi. Jurnal Ekonomi Syariah Teori Dan Terapan, 3(3), 203. https://doi.org/http://dx.doi.org/10.20473/vol3iss20163pp203-218
Sarwono, J. (2012). Metode Riset Skripsi Pendekatan Kuantitatif (Menggunakan Prosedur SPSS): Tuntunan Praktis dalam Menyusun Skripsi.
Spathis, C., Petridou, E., & Glaveli, N. (2004). Managing service quality in banks: Customers’ gender effects. Managing Service Quality: An International Journal, 14(1), 90–102. https://doi.org/10.1108/09604520410513695
Sugiyono. (2015). Metode Penelitian Pendidikan. Alfabeta.
Sugiyono. (2017). Metode Penelitian Bisnis (3rd ed.). Alfabeta.
Suharyadi, & Purwanto, S. K. (2016). Statistika untuk Ekonomi dan Keuangan Modern. In Statistika untuk Ekonomi dan Keuangan Modern Buku 2.
Suryani, & Hendryadi. (2015). Metode Riset Kuantitatif: Teori Dan Aplikasi Pada Penelitian Bidang Manajemen Dan Ekonomi Islam (Pertama). Kencana.
Tjiptono. (2008). Stratergi Pemasaran. In Edisi Kedua, Penerbit Andi,Yogyakarta.
Tjiptono, & Fandy. (2015). Strategi Pemasaran. In Yogyakarta: Andi.
Wijaya, H., Beik, I. S., & Sartono, B. (2017). Pengaruh Kualitas Layanan Perbankan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah XYZ di Jakarta. Jurnal Aplikasi Bisnis Dan Manajemen, 3(3), 417–417. https://doi.org/10.17358/jabm.3.3.417
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
Yuli, S. B. C. (2012). Kualitas Layanan Bagi Nasabah di PT. Bank Syariah Mandiri Cabang Malang. Jurnal Humanity, 7(2), 83–97.
Published
2022-01-15
How to Cite
Hasyim, F. (2022). DETERMINANTS OF SERVICE QUALITY ON ISLAMIC BANKS CUSTOMER SATISFACTION IN SURAKARTA. AT-TASYRI’: JURNAL ILMIAH PRODI MUAMALAH, 13(2), 79-94. https://doi.org/10.47498/tasyri.v13i2.536
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