The Effect of the Quality of Service and Sharia Banking Products to Consumer Satisfaction

Ratna Siti Zaenab, Eeng Ahman, Suci Aprilliani Utami

2017

Abstract

In recent developments, the Sharia banking industry has declined in performance compared to conventional banking. Total customers of Sharia banking are still smaller than conventional banks. At present, the growth of customers in the Sharia Bank industry averages around 15-20 percent. The existence of Sharia Bank in Indonesia has not been fully supported by supporting factors that enable Sharia banking to continue to grow and run well. Many things are prepared by Bank Sharia to make them an option that will ultimately be trusted by its customers. The more alternatives that exist, the greater the customer's demand for high-quality service with a good and right approach. In reality, there is an imbalance between customer expectations and the reality of the services provided by the bank. Not a few customers who express criticism and complaints because the services provided are less or even unsatisfactory. Criticisms and complaints that can lead to negative perceptions of customers. If it is allowed to continue continuously can lower the level of customer confidence. This study aims to determine the effect of service quality and products of Sharia banking to customer satisfaction (Survey of Branch Office of Bank Jabar Banten Sharia Bandung). This study uses primary data. The research method used is descriptive method of causality with multiple linear regression analysis. Variable Dependent in this research is customer satisfaction. Furthermore, the independent variables in the research are the quality of services and products of Sharia banking. Based on the results of research known that the quality of service (X1) have a significant effect on customer satisfaction (Y). While Islamic banking products (X2) have a significant effect on customer satisfaction (Y). As well as independent variables (X1) quality of service and (X2) Sharia banking products simultaneously affect the dependent variable (Y) customer satisfaction.

Paper Citation

in Harvard Style

Zaenab R., Ahman E. and Utami S. (2017). The Effect of the Quality of Service and Sharia Banking Products to Consumer Satisfaction.In 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP, ISBN 978-989-758-315-5, pages 228-230. DOI: 10.5220/0007079802280230

in Bibtex Style

@conference{iciebp17,
author={Ratna Siti Zaenab and Eeng Ahman and Suci Aprilliani Utami},
title={The Effect of the Quality of Service and Sharia Banking Products to Consumer Satisfaction},
booktitle={1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,},
year={2017},
pages={228-230},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007079802280230},
isbn={978-989-758-315-5},
}

in EndNote Style

TY - CONF

JO - 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,
TI - The Effect of the Quality of Service and Sharia Banking Products to Consumer Satisfaction
SN - 978-989-758-315-5
AU - Zaenab R.
AU - Ahman E.
AU - Utami S.
PY - 2017
SP - 228
EP - 230
DO - 10.5220/0007079802280230