Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal International Journal of Applied Finance and Business Studies
Rahma , Syakila Kania
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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

Found 1 Documents
Search

 1 
Gender as a moderator of employee professionalism and performance on customer satisfaction in Indonesian Islamic Banks Firdayetti, Firdayetti; Damayanti, Sisca; Rahma , Syakila Kania; Chania, Putri Septia
International Journal of Applied Finance and Business Studies Vol. 13 No. 2 (2025): September: Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v13i2.400

Abstract

The increasingly competitive landscape of Islamic banking in Indonesia urges institutions such as Bank Syariah Indonesia (BSI) to optimize employee performance and professionalism to improve customer satisfaction. However, several customer complaints in West Jakarta raise concerns about service consistency. This study aims to examine the influence of employee performance and professionalism on customer satisfaction, with gender acting as a moderating variable. A quantitative approach was employed using a questionnaire distributed to 120 people BSI customers, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results reveal that employee performance significantly affects customer satisfaction (coefficient = 0.297; p = 0.002), and employee professionalism shows a stronger significant effect (coefficient = 0.634; p<0.001). Gender moderates the relationship between professionalism and satisfaction for both male (coefficient = 0.599; p = 0.043) and female customers (coefficient = 0.807; p < 0.001), but its moderating effect on the relationship between performance and satisfaction is only significant for female customers (coefficient = 0.159; p < 0.001), and not for male customers (coefficient = 0.291; p = 0.109). These findings suggest that while gender plays a partial moderating role, the professionalism of employees remains the most critical factor in enhancing customer satisfaction at BSI West Jakarta. Companies should focus on developing employee skills and professionalism while implementing inclusive communication strategies to address potential gender bias. Future research could explore additional moderators or contextual factors to further refine these insights.
Co-Authors Chania, Putri Septia Damayanti, Sisca Firdayetti, Firdayetti