The Improvement of the Service Quality of The Syariah Bank in Facing The Global Competition
Estik Hari Prastiwi, Ujianto Ujianto, M. Sihab Ridwan, LPDP LPDP
Estik Hari Prastiwi
Available Online July 2017.
- https://doi.org/10.2991/icoi-17.2017.25How to use a DOI?
- Quality of Service, Carter Method, Customer Perception, Customer Expectations, Satisfaction
- This study aims to examine the service quality of Islamic bank in the BPRS Syariah Jabal Nur Surabaya. By using 6 dimensions of Carter method including Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness, this study found that Tangible is the only dimension that influences positively to the customer satisfaction. While the other dimensions fail to increase to the customer satisfaction. To measure the customer satisfaction, this study compared the perception of the customer with the expectation of the customer.This study then suggests that the sequence of quality of service needs to be improved is Compliance, Assurance, Responsiveness, Empathy, and Reliability.
- Open Access
- This is an open access article distributed under the CC BY-NC license.
Cite this article
TY - CONF AU - Estik Hari Prastiwi AU - Ujianto Ujianto AU - M. Sihab Ridwan AU - LPDP LPDP PY - 2017/07 DA - 2017/07 TI - The Improvement of the Service Quality of The Syariah Bank in Facing The Global Competition BT - 2017 International Conference on Organizational Innovation (ICOI 2017) PB - Atlantis Press SP - 146 EP - 149 SN - 1951-6851 UR - https://doi.org/10.2991/icoi-17.2017.25 DO - https://doi.org/10.2991/icoi-17.2017.25 ID - Prastiwi2017/07 ER -