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All Journal Tazkia Islamic Finance and Business Review Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Indonesian Journal of Islamic Economics and Business IDEAS: Journal of Management & Technology
Afif Zaerofi
Institut Agama Islam Tazkia
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Al-Kharaj: Jurnal Ekonomi, Keuangan

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The Service Performance and Customer Satisfaction Model in Islamic Banking Afif Zaerofi
Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol 5 No 3 (2023): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Research and Strategic Studies Center (Pusat Riset dan Kajian Strategis) Fakultas Syariah IAI Nasional Laa Roiba

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (336.042 KB) | DOI: 10.47467/alkharaj.v5i3.1533

Abstract

The purpose of this study is twofold; 1). to find the measurement scale of service performance and 2). to examine the impact of service performance dimensions on customer satisfaction in Indonesian Islamic banking context. This study employs survey method with cluster sampling technique. Self-administered questionnaire, with 408 Islamic commercial bank customers as respondents, is used to collect the data/information. Confirmatory Factor Analysis (CFA) is adopted to test the dimensionality of service performance and customer satisfaction. Structural Equation Modeling (SEM) approach is employed to examine the impact of service performance dimensions on customer satisfaction. Results reveal 5 dimensions; physical, interactions, process, technology quality and sharia-compliance reflect service performance measurement scale. It is evidence that 3 dimensions; physical, process and sharia significantly impact on customer satisfaction. Interestingly, another 2 dimensions; interaction and technology do not significantly impact on customer satisfaction. Keywords: Service Performance; Customer Satisfaction; Islamic Banks; Structural Equation Modelling (SEM)
Co-Authors Andang Heryahya Arief Luqman Hakim Rachmawaty Rachmawaty Rahmat Mulyana Yayuk Mulawati Rohmah Yuzep Andiyawan