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All Journal AFEBI Islamic Finance and Economic Review
Agustian Zen
Bhayangkara Jakarta Raya University
Economics, Econometrics & Finance

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The Effect of Development and Financial Performance of Sharia Bank on Service Quality and Customer Satisfaction Agustian Zen; Nafwa Ayu Nazira; Michael Aris Willson; Salsabila Aninda Putri; Saron Okavia Pangeswati
AFEBI Islamic Finance and Economic Review Vol. 8 No. 1 (2023)
Publisher : Asosiasi Fakultas Ekonomi dan Bisnis Indonesia

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Abstract

This study aims to determine the effect of development and financial performance of Islamic banks on service quality and customer satisfaction in Indonesia. The method used is inductive qualitative. This approach uses a qualitative approach that focuses on library research. Sources of data come from references from books, journ als, and related research. Data collection techniques use literature studies, expert books, and relevant scientific journals. Data analysis was carried out by searching, collecting and qualitatively comparing the various insights obtained. The research findings are carried out comprehensively and are related to various concepts and relevant literature studies. The results showed that the development of Islamic banks has a positive effect on service quality, financial performance has a positive effect on service quality, development of Islamic banks has a positive effect on customer satisfaction, financial performance has a positive effect on customer satisfaction, and service quality has a positive effect on customer satisfaction. The conclusion obtained is that the development of Islamic banks has a positive effect on service quality and customer satisfaction, financial performance has a positive effect on service quality and customer satisfaction, and service quality has a positive effect on customer satisfaction.
Co-Authors Michael Aris Willson Nafwa Ayu Nazira Salsabila Aninda Putri Saron Okavia Pangeswati