Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Dinasti International Journal of Education Management and Social Science
Hikmah, Agung Mohamad
Unknown Affiliation
Education

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Analysis of E-Service Quality and Customer Satisfaction on Banking Image: A Survey of Bank XYZ Customers Hikmah, Agung Mohamad; Sofiati, Nunung Ayu; Ali, Mochammad Mukti; Sudaryo, Yoyo; Alfarisi, Ade Salman; Luntungan, Irving Ignatius Paul; Sumawidjaya, Riyandi Nur
Dinasti International Journal of Education Management And Social Science Vol. 7 No. 1 (2025): Dinasti International Journal of Education Management and Social Science (Octob
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijemss.v7i1.5196

Abstract

Sharia banks are financial institutions that conduct business activities based on Islamic sharia principles, such as fairness, transparency, and prohibition of riba (interest), gharar (uncertainty), and maisir (speculation). Unlike conventional banks, Islamic banks do not apply an interest system but instead use profit-sharing, buying and selling, and leasing schemes in accordance with the provisions of fiqh muamalah. This study aims to determine the effect of E-Service Quality on Customer Satisfaction and its impact on Banking Image at Bank XYZ. This study uses a quantitative method with descriptive and verificative approaches. Data analysis techniques use Structural Equation Modeling (SEM) with the Maximum Likelihood estimation method using the SPSS LISREL 8.80 program. The results of the study indicate that E-Service Quality, Customer Satisfaction, and Image have been implemented effectively. E-Service Quality has a significant impact on Customer Satisfaction at Bank XYZ, accounting for 62.4%. E-Service Quality has an impact on Banking Image at Bank XYZ, accounting for 6.4%. Customer Satisfaction influences Banking Image at Bank XYZ by 48.1%. E-Service Quality significantly influences Customer Satisfaction, which in turn affects Banking Image at Bank XYZ with a simultaneous influence of 82.1%.
Co-Authors Alfarisi, Ade Salman Luntungan, Irving Ignatius Paul Mukti Ali, Mochammad Sofiati, Nunung Ayu Sumawidjaya, Riyandi Nur Yoyo Sudaryo