Can Islamic Bank Satisfy Their Customer?

Arief Helmi, Taufan Untoro

2017

Abstract

Not less than 85% of Indonesian population is Moslem, and in Indonesia the number of Islamic bank has been growing significantly since the first Islamic bank was founded in 1991. However, the market share of Islamic bank is relatively low. It was hypothesized that Islamic bank has not been able to provide their customer the optimum level of financial service or reach their customer satisfaction. In order to measure the customer satisfaction with Islamic bank, this study attempted to find factors which affect customer satisfaction, by using factor analysis method. Data was collected by distributing questionnaire to 180 respondents, who become the customer of saving program of Islamic bank and conventional bank. This study found 12 factors that affect customer satisfaction: responsiveness, assurance, reliability, supporting facilities, empathy, bank stability, product, social facilities, cost, convenience, accessibility, and brand. This study also rejected the hypothesis that Islamic bank is not able to satisfy their customer.

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Paper Citation


in Harvard Style

Helmi A. and Untoro T. (2017). Can Islamic Bank Satisfy Their Customer?.In 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP, ISBN 978-989-758-315-5, pages 251-255. DOI: 10.5220/0007080302510255


in Bibtex Style

@conference{iciebp17,
author={Arief Helmi and Taufan Untoro},
title={Can Islamic Bank Satisfy Their Customer?},
booktitle={1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,},
year={2017},
pages={251-255},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007080302510255},
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 - Can Islamic Bank Satisfy Their Customer?
SN - 978-989-758-315-5
AU - Helmi A.
AU - Untoro T.
PY - 2017
SP - 251
EP - 255
DO - 10.5220/0007080302510255