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p-Index From 2020 - 2025
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This Author published in this journals
All Journal Journal of Islamic Economics and Business
Ibrahim, M. Andri
Unknown Affiliation
Religion Economics, Econometrics & Finance Social Sciences

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Assessing Customer Satisfaction in Islamic Rural Banks: An Importance-Performance Analysis of BPRS Amanah Bangsa Hidayat, Yayat Rahmat; Srisusilawati, Popon; Eprianti, Nanik; Ibrahim, M. Andri
Journal of Islamic Economics and Business Vol. 5 No. 1 (2025): Journal of Islamic Economics and Business
Publisher : Fakultas Ekonomi dan Bisnis Islam

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Abstract

This study measures customer satisfaction at BPRS Amanah Bangsa using Importance-Performance Analysis (IPA). While previous research has mainly examined Islamic commercial banks, this study extends the application of IPA to Islamic rural banks, offering micro-level insights into service quality attributes often overlooked in the literature. Results show an average conformity level of 106.47% and a Customer Satisfaction Index (CSI) of 66.24%, indicating customers are generally satisfied. However, gaps remain in promotional tools, service responsiveness, and customer data privacy. The findings contribute by highlighting critical service areas for improvement in BPRS and demonstrating the applicability of IPA in strengthening the competitiveness of small-scale Islamic financial institutions.
Co-Authors Nanik Eprianti Popon Srisusilawati Yayat Rahmat Hidayat, Yayat Rahmat