Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung

This research aims to analyze the effect of Islamic service quality on customer satisfaction in Islamic banking in Lampung Province. The CARTER dimensions influence on Islamic service quality consists of sharia compliance, assurance, reliability, tangibles, empathy, and responsiveness. In this study...

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Autores principales:	Sefta Kurniawansyah, Tulus Suryanto, Heni Noviarita
Formato:	article
Lenguaje:	AR EN ID
Publicado:	Universitas Darussalam Gontor 2020
Materias:	islamic public services dimensions of carter customers satisfaction sharia banking Islam. Bahai Faith. Theosophy, etc. BP1-610 Economic theory. Demography HB1-3840
Acceso en línea:	http://dx.doi.org/10.21111/iej.v6i2.4732 https://doaj.org/article/0230806cab4f42488832b824acd508af
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spelling	oai:doaj.org-article:0230806cab4f42488832b824acd508af2021-11-09T05:44:28ZPengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampunghttp://dx.doi.org/10.21111/iej.v6i2.47322460-18962541-5573https://doaj.org/article/0230806cab4f42488832b824acd508af2020-12-01T00:00:00Zhttps://ejournal.unida.gontor.ac.id/index.php/JEI/article/view/4732https://doaj.org/toc/2460-1896https://doaj.org/toc/2541-5573This research aims to analyze the effect of Islamic service quality on customer satisfaction in Islamic banking in Lampung Province. The CARTER dimensions influence on Islamic service quality consists of sharia compliance, assurance, reliability, tangibles, empathy, and responsiveness. In this study, collecting data using a questionnaire was given to 100 samples using regression analysis. The analysis results prove that simultaneously the CARTER dimension has a significant effect on customer satisfaction. In contrast, reliability, sharia compliance, and responsiveness partially significantly affect customer satisfaction in Islamic banking in Lampung Province. Meanwhile, assurance, tangibles, and empathy do not considerably affect customer satisfaction in Islamic banking in Lampung Province. Based on the value of Adjusted R Square, the magnitude of the influence of Islamic service quality using the CARTER dimension on customer satisfaction in sharia banking in Lampung Province is 73.8%, so simultaneously, the CARTER dimension affects the quality of Islamic services. Therefore, to maintain and improve this quality, the quality of Islamic banking must be further enhanced through the dimensions of assurance and empathy, namely the bank's ability to give sincere attention and individual or personal care to its customers, as well as commitment and certainty of customer satisfaction, such as showing easy procedures, good bank reputation, the number of front liners, security, and facilities and infrastructure provided is even better.Sefta KurniawansyahTulus SuryantoHeni NoviaritaUniversitas Darussalam Gontorarticleislamic public servicesdimensions of cartercustomers satisfactionsharia bankingIslam. Bahai Faith. Theosophy, etc.BP1-610Economic theory. DemographyHB1-3840ARENIDIslamic Economics Journal, Vol 6, Iss 2, Pp 193-206 (2020)
institution	DOAJ
collection	DOAJ
language	AR EN ID
topic	islamic public services dimensions of carter customers satisfaction sharia banking Islam. Bahai Faith. Theosophy, etc. BP1-610 Economic theory. Demography HB1-3840
spellingShingle	islamic public services dimensions of carter customers satisfaction sharia banking Islam. Bahai Faith. Theosophy, etc. BP1-610 Economic theory. Demography HB1-3840 Sefta Kurniawansyah Tulus Suryanto Heni Noviarita Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
description	This research aims to analyze the effect of Islamic service quality on customer satisfaction in Islamic banking in Lampung Province. The CARTER dimensions influence on Islamic service quality consists of sharia compliance, assurance, reliability, tangibles, empathy, and responsiveness. In this study, collecting data using a questionnaire was given to 100 samples using regression analysis. The analysis results prove that simultaneously the CARTER dimension has a significant effect on customer satisfaction. In contrast, reliability, sharia compliance, and responsiveness partially significantly affect customer satisfaction in Islamic banking in Lampung Province. Meanwhile, assurance, tangibles, and empathy do not considerably affect customer satisfaction in Islamic banking in Lampung Province. Based on the value of Adjusted R Square, the magnitude of the influence of Islamic service quality using the CARTER dimension on customer satisfaction in sharia banking in Lampung Province is 73.8%, so simultaneously, the CARTER dimension affects the quality of Islamic services. Therefore, to maintain and improve this quality, the quality of Islamic banking must be further enhanced through the dimensions of assurance and empathy, namely the bank's ability to give sincere attention and individual or personal care to its customers, as well as commitment and certainty of customer satisfaction, such as showing easy procedures, good bank reputation, the number of front liners, security, and facilities and infrastructure provided is even better.
format	article
author	Sefta Kurniawansyah Tulus Suryanto Heni Noviarita
author_facet	Sefta Kurniawansyah Tulus Suryanto Heni Noviarita
author_sort	Sefta Kurniawansyah
title	Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
title_short	Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
title_full	Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
title_fullStr	Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
title_full_unstemmed	Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung
title_sort	pengaruh kualitas pelayanan islami terhadap kepuasan nasabah studi pada bank umum syariah di provinsi lampung
publisher	Universitas Darussalam Gontor
publishDate	2020
url	http://dx.doi.org/10.21111/iej.v6i2.4732 https://doaj.org/article/0230806cab4f42488832b824acd508af
work_keys_str_mv	AT seftakurniawansyah pengaruhkualitaspelayananislamiterhadapkepuasannasabahstudipadabankumumsyariahdiprovinsilampung AT tulussuryanto pengaruhkualitaspelayananislamiterhadapkepuasannasabahstudipadabankumumsyariahdiprovinsilampung AT heninoviarita pengaruhkualitaspelayananislamiterhadapkepuasannasabahstudipadabankumumsyariahdiprovinsilampung
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Pengaruh Kualitas Pelayanan Islami terhadap Kepuasan Nasabah Studi pada Bank Umum Syariah di Provinsi Lampung

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