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This Author published in this journals
All Journal Journal of Ekonomics, Finance, and Management Studies
Wahyu Fikri
Institut Agama Islam Negeri Kerinci
Religion Economics, Econometrics & Finance

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Analisis Pengalaman Nasabah dalam Menghadapi Permasalahan pada Bank Rakyat Indonesia (BRI) dan Bank Mandiri di Kota Sungai Penuh Wahyu Fikri; Zul Ihsan Mu’arrif
El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Vol. 6 No. 6 (2025): El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/elmal.v6i6.7383

Abstract

This study aims to explore customers' experiences in resolving banking issues. The approach used is qualitative research, focusing on gaining an in-depth understanding of the experiences of customers of Bank Rakyat Indonesia (BRI) and Bank Mandiri in Kota Sungai Penuh. The data analysis technique applied is Domain Analysis, which emphasizes general descriptions and a comprehensive understanding of the subject or social group being studied. Primary data collection was conducted through semi-structured interviews with customers. Additionally, secondary data was gathered from previous literature studies. Moreover, trust has been proven to play a significant role in enhancing customer satisfaction. This study suggests that banks should improve service quality and consider customer feedback to build better relationships.
Co-Authors Zul Ihsan Mu’arrif