Customer Satisfaction Analysis of Sharia Business Unit in Yogyakarta
Analisis Kepuasan Nasabah Pada Unit Usaha Syariah Bank Di Yogyakarta
Keywords:
Sharia bank, customer satisfaction, CARTER model,, excellent serviceAbstract
This study is carried out to analyse the customer satisfaction at the Sharia Business Unit at a bank in Yogyakarta. The data for the study is collected using the CARTER method specifically used with the sharia banking industry. The analysis was carried out using Importance Performance Analisis, gap analysis and Cartesian diagram. The results showed that expectations (interest) of the existing customers of Sharia Business Unit in Yogyakarta is very high. Gap analysis results indicates an overall negative gap of 0.9 on the satisfaction of existing customers, meaning that the customers of Sharia Business Unit in Yogyakarta do not satisfied for services received.
Kajian ini bertujuan menganalisa tahap kepuasan pelanggan pada Unit Usaha Syariah Bank di Yogyakarta. Berdasarkan Importance Performance Analisis, analisis gap dan diagram kartesius, hasil kajian menunjukkan harapan pelanggan terhadap Unit Usaha Syariah di Yogyakarta sangat tinggi. Hasil analisis gap menunjukkan adanya gap negatif secara keseluruhan sebanyak 0.9. Ia jelas menunjukkan pelanggan Unit Usaha Syariah di Yogyakarta tidak berpuas hati atas layanan yang diterima oleh mereka.
Downloads
References
Ahasanul, H., Jamil, O., and Ahmad, Z. Hj. I. (2009). Factor influences selection of Islamic banking: a study on Malaysian customer preferences. American Journal of Applied Sciences, 6(5): 922-928.
Bank Indonesia. (2015). Undang-Undang Nomor 10 Tahun 1998 Tentang Perbankan Syariah. Jakarta : (http://www.bi.go.id, accessed January 27th, 2015).
Blodgett, J.G., and Anderson, R. D. (2000). A Bayesian network model of the consumer complaint process. Journal of Service Research, 2(4): 321-38.
Boonlertvanich, K. (2011). Effect of customer perceived value on satisfaction and customer loyalty in banking service: the moderating effect of main-bank status. International Journal of Business Research, 11(6), 40-54.
Ghozali, Imam. (2006). Statistik Nonparametrik. Semarang: BP UNDIP.
Hazlina, A, K., Nasim, R, and Reza, M. (2011). Impacts of service quality on customer satisfaction: Study of online banking and ATM services in Malaysia. International Journal of Trade and Economic Finance, Vol 2(1).
Hoq, M. Z., and Amin, M. (2010). The role of customer satisfaction to enhance customer loyalty. African Journal of Business Management, 4(12): 2385-2392.
Horstmann, R. (1998). Customer satisfaction and loyalty: An empirical assessment in the service industry. Journal of Application Management and Entrepreneurship, Vol 4:39 -54.
Khafafa, A, J, and Safii, Z. (2013). Customer satisfaction and islamic banking awareness in the islamic banking window system in Libya. Middle-East Journal of Scientific Research, Vol.13, 12-17.
Kishada and Wahab. (2013). Factors affecting customer loyalty in islamic banking: evidence from Malaysian banks. International Journal of Business and Social Science, Vol. 4 No. 7.
Kotler, P. Armstrong. (2012). Principles of Marketing, 14th Edition, New Jersy, USA. Pearson Education Inc.
Martilla, J. and James, J. (1977), Importance-Performance Analysis, Journal of Marketing,
(1), 77-79.
Maxham, J.G. and Netemeyer, R.G. (2002). Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent. Journal of Retailing, 78: 239-52.
Osman, et al. (2009). Customers Satisfaction in Malaysian Islamic Banking : Journal of Economics and Finance, February, Vol 1 (1).
Othman, A. and Owen, L. (2012). The multi dimensionality of CARTER models to measure customer service quality in islamic banking industry: a study in Kuwait Finance House. International Journal of Islamic Financial Services Vol 3(4).
Othman, A. and Owen, L. (2001), “Developing an instrument to measure customer service quality (SQ) in Islamic Banks”, International Journal of Islamic Financial Services, Vol. 3 (1).
Parasuraman, A., Berry, L., and Zeithaml, V. (1991). Perceived service quality as a customer – based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, Vol. 30 No. 3.
Thompson, DeSouza and Gale. (1985). The strategic management of services quality. Cambridge, Massachusetts: Strategic Planning Institute.
Yoo, D. K., and Park, J. A. (2007). Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management, 24(9): 908–926.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
