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All Journal Jurnal Perbankan Syariah Darussalam (JPSDa)
Ananta, Herdi Gilang
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Economics, Econometrics & Finance

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The Effect Of Product Innovation And Service Quality On Customer Satisfaction: A Study On Indonesian Sharia Banks Aolia, Jumatul; Aulia, Putri; Rosmiati; Ananta, Herdi Gilang; Agustina, Ahadiah
JPSDa: Jurnal Perbankan Syariah Darussalam Vol. 5 No. 02 (2025): Juli 2025
Publisher : Institut Agama Islam Darussalam Blokagung Banyuwangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30739/jpsda.v5i02.4138

Abstract

This study aims to analyze the effect of product innovation and service quality on customer satisfaction at Islamic banks in Indonesia. The main issue in this study relates to the importance of developing relevant service and product strategies in increasing customer satisfaction and loyalty in the increasingly competitive Islamic banking sector. The approach used is quantitative with descriptive design. Primary data were collected through the distribution of Likert scale questionnaires to 100 randomly selected respondents. The independent variables consist of product innovation (X?) and service quality (X?), while the dependent variable is customer satisfaction (Y). The analysis technique used is multiple linear regression with the help of SPSS software version 22. The results showed that both product innovation and service quality have a significant influence on customer satisfaction, both partially and simultaneously. Simultaneously, the two variables explain 74.7% of the variation in customer satisfaction. The findings confirm the importance of product renewal and service quality improvement as key strategies in strengthening the position of Islamic banks in Indonesia.
Co-Authors Ahadiah Agustina Aolia, Jumatul Aulia, Putri Rosmiati