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

DOI

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.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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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  - Proceedings of the 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  - 10.2991/icoi-17.2017.25
ID  - Prastiwi2017/07
ER  -