Proceedings of the 2017 International Conference on Organizational Innovation (ICOI 2017)

The Improvement of the Service Quality of The Syariah Bank in Facing The Global Competition

Authors
Estik Hari Prastiwi, Ujianto Ujianto, M. Sihab Ridwan, LPDP LPDP
Corresponding Author
Estik Hari Prastiwi
Available Online July 2017.
DOI
https://doi.org/10.2991/icoi-17.2017.25How to use a DOI?
Keywords
Quality of Service, Carter Method, Customer Perception, Customer Expectations, Satisfaction
Abstract
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.

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Proceedings
2017 International Conference on Organizational Innovation (ICOI 2017)
Part of series
Advances in Intelligent Systems Research
Publication Date
July 2017
ISBN
978-94-6252-359-3
ISSN
1951-6851
DOI
https://doi.org/10.2991/icoi-17.2017.25How to use a DOI?
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  -