scholarly journals The role of the sharia banking service quality in creating customers’ satisfaction and happiness (a survey of state-owned sharia banks in Indonesia)

2019 ◽  
Vol 14 (4) ◽  
pp. 69-77
Author(s):  
Edy Sulistiyawan ◽  
Ubud Salim ◽  
Ainur Rofiq ◽  
Rofiaty

The study aims to explore the effect of the quality of state-owned sharia banks’ services on consumers’ satisfaction and happiness. It contributes to knowledge of marketing management theory and management practices. The expected final effect is that the right quality of customers` service practice can increase customers’ satisfaction and happiness in the Islamic context. The study uses quantitative approach. It relies on primary data obtained from questionnaire results and secondary data in the form of information from state-owned sharia banks including Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. The study considers PLS-SEM as the right tool for data analysis. The findings of the study are as follows: 1) only two of seven dimensions of service quality that significantly affect consumers’ satisfaction, are the Islamic Service System and the Responsiveness System, while the remaining effects come from other hypotheses not included in the model; 2) consumers’ satisfaction has a significant effect on consumers` happiness, and the remaining effects come from other concepts that are worth exploring.

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.


2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Fitri Yanti ◽  
Nunung Krisnawati

The background of this thesis is an increasing number of legislators Batam from Chinese citizens, at the 1999 elections, there were two people who passed to the DPRD Kota Batam, in the elections of 2004 increased to four Chinese citizens who become legislators Batam. It is not independent of their role during the sitting in the legislature as a representative of the people. This study aims to clarify the role of Chinese citizens who sat as a legislative member in Batam 1999-2009This research is a qualitative research, the historical method with the approach of political science. Steps historical research include: first heuristic, there are two sources of data are primary data and secondary data, primary data in this study is a member of the legislative representatives of the Chinese community, Chinese people, community leaders and members of the Commission, the secondary data taken from any books , newspapers and other documents, the authors do critique source consisting of external criticism and internal criticism, the three researchers to interpret, fourth historiography.The results in this study explained that the role of the Chinese community as a member of the legislature in Batam years 1999-2009, the first legislative function is set statutorily in the form of local regulations (Perda), the second control function or supervise the activities of local government in implementing legislation has been agreed , of these control functions legislators have the right to ask questions, interpellation, questionnaires and motions, the three other functions related to the budget or APBD that has been agreed with the local governments when the plenary session.  Keywords: legislative member, chinese societyLatar belakang penelitian ini adalah terjadinya peningkatan jumlah anggota DPRD Kota Batam dari warga Tionghoa, dimana pada pemilu tahun 1999 terdapat dua orang yang lolos menjadi anggota DPRD Kota Batam dan  pada pemilu tahun 2004 mengalami peningkatan menjadi empat orang. Hal ini tentunya tidak terlepas dari peran mereka selama duduk di legislatif sebagai wakil rakyat. Penelitian ini bertujuan untuk menjelaskan peran warga Tionghoa yang duduk menjadi anggota legislatif di Kota Batam tahun 1999-2009.Jenis penelitian ini adalah penelitian kualitatif historis dengan pendekatan ilmu politik.Adapunlangkah-langkah penelitian historis meliputi: pertama heuristik, di dalamnya terdapat dua sumber data yaitu data primer dan data sekunder, data primer dalam penelitian ini adalah anggota legislatif dari perwakilan masyarakat Tionghoa, masyarakat keturunan Tionghoa, tokoh masyarakat dan anggota KPU, data sekunder diambil dari buku-buku, koran dan dokumen lainnya.Kedua, kritik sumber yang terdiri dari kritik ekstern dan kritik intern.Ketiga, interpretasi dan keempat, historiografi.Hasil dalam penelitian ini menjelaskan bahwa peranan warga Tionghoa sebagai anggota legislatif di Kota Batam tahun 1999-2009,  pertama fungsi legislasi yaitu mengatur undang-undang dalam bentuk peraturan daerah (Perda), kedua fungsi kontrol atau mengawasi kegiatan pemerintah daerah dalam menjalankan Perda yang telah disepakati, dari fungsi kontrol ini anggota DPRD memiliki hak untuk bertanya, interpelasi, angket dan mosi, ketiga fungsi lainnya yang berkaitan dengan anggaran atau APBD yang telah disepakati bersama pemerintah daerah saat sidang paripurna. Bermainnya peran-peran  tersebut dengan baik, semakin menambah nilai kepercayaan warga Tionghoa  memilih dari kalangan mereka untuk pemilu selanjutnya. Kata Kunci: anggota legislatif, masyarakat tionghoa, kota batam  


2021 ◽  
Vol 5 (2) ◽  
pp. 1045-1054
Author(s):  
Esra Marolop Doloksaribu ◽  
Evawani Martalena Silitonga ◽  
Donal Nababan ◽  
Mindo Tua Siagian

Continuous improvement of service quality is one of the important keys in facing the era of globalization which implies that services must be carried out according to standards and meet quality rules that are oriented to the interests of consumers. With these programs and facilities, it is hoped that the community will no longer be reluctant to seek treatment at the Puskesmas. The purpose of this study was to analyze the effect of the quality of health services on the satisfaction of inpatients at the Sei Mencirim Health Center.This research is a survey research, conducted at the Sei Mencirim Health Center. The population was all patients who were hospitalized at the Sei Menistrim Health Center in January-July 2021 totaling 74 people and the entire population was taken as a sample. Primary data obtained from interviews and secondary data in the form of inpatient data. The hypothesis was tested using the Multiple Regression test.Based on Bivariate analysis revealed that there was no effect of physical evidence on patient satisfaction. There is an effect of reliability, responsiveness, assurance and empathy on patient satisfaction.The most dominant variable affecting patient satisfaction is empathy.                Considering that empathy is the dominant variable affecting patient satisfaction, puskesmas need to improve quality individual service and patient family time for consultation is met.Keywords: Service Quality, Patient Satisfaction, Puskesmas Sei Mencirim


Author(s):  
Shohel Rana ◽  
Imran Ahmed Shakeer

Purpose: This study aims to know the service quality of the different private commercial banks operating in Bangladesh with the rapid advancement in information technology and provide some guidelines to improve their service qualities. Methodology: The study used both primary and secondary data to support the objective. Primary data were collected from 240 customers, of whom 120 customers are from traditional private commercial banks and the rest from private Islamic commercial banks operating in Bangladesh using a structured interview schedule, naming SERVQUAL. The study used a convenience sampling method to select respondents. Secondary data were collected from different journals, newspaper articles, books, and various published sources. An independent samples t-test was conducted in the test of the hypothesis. Findings: This study found a significant difference between the traditional and Islamic commercial banks’ service quality and added that the study area’s customers/clients are not fully satisfied with either traditional private commercial banks or Islamic banks. However, Islamic commercial banks are showing a relatively better picture. Research Limitations: The Study is limited to Bangladesh’s small marginal market and a small sample size of only 240 respondents, which cannot sufficiently reflect the large population’s actual scenario. Practical Implications: The Study will help manage the traditional and Islamic commercial banks and policymakers to improve their service quality and improve monitoring efficiency. Originality/value: The Study extensively identified some factors to improve the traditional and Islamic commercial banks’ service quality for both the banks’ and policymakers’ management. In this regard, the critical factors can be the number of employees and the number of counters, increasing ATM services, ensuring faster services, flexible loan disbursement policy, sufficient floor space, suitable sitting arrangements, and improved online services.


2018 ◽  
Vol 26 (2) ◽  
pp. 210-225
Author(s):  
Riska Maulani ◽  
Yunita Fitri W

The purpose of this study to determine the effect of service quality on customer satisfaction simultaneously. The type of research used in this study is quantitative research. This research uses primary data and secondary data. While the sample technique used is a non-probability sample that uses a total sample of 100 respondents. Based on the results of this study, the quality of service consisting of reliability (reliability) X1, tangible X2, X3 responses, assurance and certainty (assurance) X4, and empathy (empathy) X5 affect customer satisfaction (Y) simultaneously or simultaneously.


2021 ◽  
Vol 8 (11) ◽  
pp. 337-349
Author(s):  
Chi T. Do ◽  
Tam T. Le ◽  
Hoang D. Le

This paper is aimed at analyzing the customers’ expectations and perceptions of deposit service quality at a specific bank branch in Vietnam, as service quality has been considered as an essential factor for success and acknowledgement in the banking field. The data are combined between secondary data of the bank branch and desk review data, and primary data collected from 200 clients in 4 months in 2019, with 25 questions developed from SERVQUAL model, justified for banking sector. The SERVQUAL research model is applied. The main findings are: all measurements of SERVQUAL including Reliability, Tangible, Assurance, Responsiveness, and Empathy have significant impacts on customer satisfaction. While Responsiveness is the factor that impact on customers’ satisfaction the greatest, Assurance is acknowledged as the dimension which impact on customers’ satisfaction the least. This study shows a support to the overall understanding about service quality in the banking field. Besides, it gives useful information to assist commercial banks in management, such as focusing on service quality and improving the customers’ satisfaction. Keywords: Assurance, Customers’ satisfactions, Deposit Service Quality, Responsiveness, SERVQUAL.


2017 ◽  
Vol 13 (3A) ◽  
pp. 51
Author(s):  
Anisa ., Palit ◽  
Leonardus R. Rengkung ◽  
Eyverson ., Ruauw

This research aims to formulate internal and external strategy in developing Dodol Salak agroindustry in Pangu One Village. The study was conducted from March to May 2017 from preparation to the preparation of research reports. The data obtained in this research includes primary and secondary data. Primary data collection was done by interview technique to the respondent while secondary data was obtained by searching in the form of documents from related institution, seminar papers, This study used primary data and secondary data, with literature relevant to the research topic. The analysis used in this research is by using SWOT Analysis method. The results of this study indicate that the right strategy for the development of dolcol agroindustry in Pangu Satu Village, Ratahan Sub-district is to apply aggressive strategy, that is by creating creating process sorting of raw materials and better production equipment and utilizing manpower to produce superior product; through the process of sorting out the selection of good raw materials to increase revenue; companies use products that are free from preservatives and dyes to increase public interest in refined products; improve the process of sorting raw materials and the quality of health products to be more able to compete with existing companies; cooperate not only with one supplier (farmer); increase capital through related institutions such as Bank or other agencies; conducting human resource training to improve the company's work processes and increase opportunities for employers to create new jobs and reduce unemployment; increase capital income to prevent piracy of labor and utilize capital for infrastructure activities and transportation facilities.


2014 ◽  
Vol 5 (2) ◽  
pp. 748-757
Author(s):  
Rajni Bhalla ◽  
Inderpal Singh

The changes in IT sector constantly influencing the performance of banking sector in the world. The emergence of internet banking has changed the way of banks of how to offer the products and services to the customers. In order to survive in the rapidly changing technological environment, the banks are required to adapt such changes and to maintain and improve the services which they are offering to their customers in order to attain the customers satisfaction. Now the term quality does not only include the products but also the services. This paper deals with the internet banking operations and how it affects the service quality of the banks in Punjab. The research is much more of qualitative nature but to prove facts and figures quantitative approach is also used in the paper. The research is descriptive as well as explanatory. In order to arrive at the sample size, non probability method has been used. For the primary data collection a structured questionnaire is used to record the response of various respondents. Secondary data has been collected from annual reports, other published literature of the banks etc. In order to test the impact of internet banking on the service quality of banks seven service quality dimensions model is used. A model with seven dimensions service quality named reliability, assurance, responsiveness, empathy, tangibility, security and communication is used to complete the study. In these seven dimensions 37 variables are covered. For the data analysis the statistical package SPSS 20 is used.  Descriptive statistics is used to analyse the data. The research proves that all the dimensions which are included in the study have a positive impact on the service quality of banks providing internet banking services to their customers in Punjab. The recommendations are also discussed with which the service quality and customers satisfaction can be improved.


2020 ◽  
Vol 19 (1) ◽  
pp. 34-40
Author(s):  
Diah Tri Wahyuni ◽  
Tacbir Hendro Pudjiantoro ◽  
Asep Id Hadiana

Anna Salon Spa is a beauty care business or service that provides various kinds of treatments. Primary data were obtained from interviews with Anna salon spa employees, while secondary data used library sources and research results and data collection techniques used interview, observation and documentation techniques. In this study, problems were found such as the difficulty in determining customer loyalty, the difficulty in calculating the cost optimally, the difficulty in conducting transaction recapitulation because there may be data missing or not being calculated correctly because Anna Salon Spa is still recording the data in the ledger. In addition, another problem that arises is the delivery of promotions that take more time because they have to send the same message one by one to customers or via Instagram and Facebook. The method uses the calculation of the actual value of service quality by comparing the value of customer perceptions with the value of customer expectations and expressed in percent, this method aims to determine the extent of service performance and measure customer satisfaction. To solve this problem is to build an information system with a web-based customer relationship management (CRM) approach that provides input to the applications used by Anna Salons Spas so as to provide comfort and satisfaction for customers and can help provide better, timely information systems. , and is accurate and recommends the right service so that it benefits the company. The use of service quality methods in this study is to know the value and measure customer satisfaction through the questionnaire given to customers.


2016 ◽  
Vol 2 (2) ◽  
pp. 175-188
Author(s):  
Tiara Turay

Objective: The purpose of this paper is to describe the role of subjective culture in influencing the relationship between service quality and consumer perception. Theoretical framework of this conceptual paper developed based on The Rater Model by relating the model with Subjective cultureMethodology: This research is a conceptual paper. The secondary data research was conducted to support this study. The data were gathered from the valuable resources such as articles, books, and on-line information. This paper is aimed to describe how subjective culture holds the crucial role in shaping consumer perception toward service quality delivery.Results: Through the empirical research analysis, it was resulted that the subjective culture plays the important role in shaping consumer perception toward the service quality delivery.Implication: This research contributes to knowledge and increases the understanding of existing literature on Subjective culture, service quality, and consumer perception. This research is expected can be used for additional refference to academicians and practitioners by fully understanding that consumer perception is closely connected with subjective assessment which are influenced by consumers' belief, attitude, norm, roles, task, values (the elements of subjective culture ). By having deep understanding about the effect of subjective culture on perception of the consumer toward the quality of service delivery, it will enable the organization to design service quality standard that match with consumers' demand in based on their background and expectation.


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