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All Journal Jurnal Ilmiah Ekonomi Islam Journal of Islamic Economic Laws
Afifah Afifah
Airlangga University
Arts Humanities Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

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The Influence of Service Quality on Customer Satisfaction in Islamic Rural Banks during the Covid-19 Pandemic: A CARTER Model Alfitri Zukhrufani; Afifah Afifah; Firsty Izzata Bella
Jurnal Ilmiah Ekonomi Islam Vol 8, No 1 (2022): JIEI : Vol. 8, No. 1, 2022
Publisher : ITB AAS INDONESIA Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jiei.v8i1.4615

Abstract

The Covid-19 virus has become a global pandemic and gave an adverse impact on various sectors including the financial sector. Islamic Rural Bank (BPRS) as a provider of financial services plays an essential to carry out the function of collecting and distributing funds for the economic development of the community. However, with the spread of the Covid-19 virus, BPRS is obliged to limit its services. This study aimed to investigate empirically the effect of service quality on customer satisfaction of BPRS Bangka Belitung during the Covid-19 period by utilizing the CARTER model consisting by six dimensions (compliance, assurance, reliability, tangibles, empathy, and responsiveness). The research method applied is the quantitative method using Multiple Regression Analysis as the technique of data analysis. Data was collected by distributing questionnaires and applying the Likert Scale as a variable measurement scale. A total of 77 questionnaires were collected using the purposive sampling technique with the characteristics of the respondents, namely customers who had used the services of BPRS Bangka Belitung during the Covid-19 pandemic. The results indicating that the dimensions of compliance and responsiveness influence significantly customer satisfaction during the Covid-19 pandemic, while the other dimensions show no significant effect on customer satisfaction.
Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty Afifah Afifah; Nurul Alfiah Kurniawati
Journal of Islamic Economic Laws Vol 4, No 2: July 2021
Publisher : Muhammadiyah University Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jisel.v4i2.15089

Abstract

ABSTRACTStrengthening Islamic banking funding is one of particular strategies in the Indonesian Islamic banking master plan for 2019-2024, as one of their expected outputs is to increase market share and customer satisfaction of Islamic banks. This study aims to identify influence of service quality dimensions on customer satisfaction and their impacts on customer loyalty in Islamic banks in Indonesia. This study used a quantitative approach. Its data were collected by an online questionnaire with five Likert scales randomly given to 136 customers from several Islamic banks who had direct transactions at the Islamic banks. The sampling technique of this study used a purposive sampling technique, and its analysis technique used Structural Equation Modeling based on Partial Least Square (SEM-PLS). The findings of this paper indicate that the dimensions of both compliance and responsiveness have significant influence on customer satisfaction and customer loyalty. Meanwhile, assurance, reliability, and empathy dimensions have no significant impacts on customer satisfaction and customer loyalty. Tangible dimension has significant influence on customer satisfaction but has no significant influence on customer loyalty. Customer satisfaction has a significant impact on customer loyalty.Keywords: Islamic bank, CARTER model, customer satisfaction, customer loyalty
Co-Authors Alfitri Zukhrufani Firsty Izzata Bella Nurul Alfiah Kurniawati