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All Journal Jurnal Sosial, Ekonomi Dan Bisnis
Supiandi Supiandi
Economics and Business Departement, Universitas Nahdlatul Ulama, Nusa Tenggara Barat, Indonesia
Economics, Econometrics & Finance Social Sciences

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The Role of Responsiveness and Assurance in Enhancing Customer Satisfaction: Evidence from CIMB Niaga Bank, Mataram Branch Baiq Solatiyah; Supiandi Supiandi
Econetica: Jurnal Sosial, Ekonomi, dan Bisnis Vol. 5 No. 1 (2023): Mei 2023
Publisher : Program Studi Ekonomi Islam Fakultas Ekonomi Universitas Nahdlatul UlamaNusa Tenggara Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69503/econetica.v5i1.472

Abstract

This study examines the influence of service quality dimensions on customer satisfaction at CIMB Niaga Bank, Mataram Branch, Indonesia. The research aims to identify which aspects of service quality—tangibility, reliability, responsiveness, assurance, and empathy—most significantly affect customer satisfaction in the context of private banking services. Using a quantitative approach, data were collected through questionnaires distributed to 100 active customers and analyzed using multiple linear regression. The results reveal that responsiveness and assurance exert the strongest positive and significant effects on customer satisfaction, while tangibility, reliability, and empathy show weaker or statistically insignificant impacts. These findings suggest that customers value prompt service, competence, and trustworthiness more than physical appearance or empathy in determining their satisfaction with banking services. The study highlights that maintaining high responsiveness and assurance is crucial for sustaining customer loyalty and competitive advantage in the increasingly digitalized banking environment. Theoretically, the findings reinforce the SERVQUAL model by confirming the dominance of functional and relational service dimensions in shaping satisfaction in the Indonesian private banking context. Managerially, the study recommends continuous employee training in communication, problem-solving, and reliability to enhance the quality of customer experience.
The Existence of Mediation in Divorce Petition Cases from the Perspective of Islamic Law: An Empirical Study at the Religious Court of Gorontalo Lisa Akhzan; Supiandi Supiandi
Econetica: Jurnal Sosial, Ekonomi, dan Bisnis Vol. 6 No. 2 (2024): November 2024
Publisher : Program Studi Ekonomi Islam Fakultas Ekonomi Universitas Nahdlatul UlamaNusa Tenggara Barat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.69503/econetica.v6i2.563

Abstract

This study examines the existence and practical implementation of mediation in divorce petition cases (cerai talak) from the perspective of Islamic law, using empirical evidence from the. Religious Court of Gorontalo, Indonesia. Mediation serves as a mandatory procedural step in religious court proceedings, intended to reconcile disputing spouses before a formal divorce decree is issued. However, its practical effectiveness in achieving reconciliation remains questionable. Using a qualitative empirical approach, data were collected through interviews with judges, mediators, and litigants, along with direct observations of mediation sessions. The findings reveal that mediation in divorce petitions is often conducted merely as a procedural formality to fulfill administrative requirements, rather than as a substantive effort to restore marital harmony. This condition arises due to several factors, including limited mediator engagement, insufficient understanding of Islamic reconciliation principles (al-ṣulḥ and iṣlāḥ), and a lack of emotional readiness among disputing parties. From the perspective of Islamic law, mediation is an embodiment of the Qur’anic injunctions in Surah An-Nisa (4:35), which emphasize peaceful settlement through arbitration and goodwill. The study highlights the need to strengthen the role of mediators as agents of reconciliation by integrating Islamic ethical and spiritual dimensions into the mediation process. It concludes that a reform of mediation practices in religious courts—through enhanced training, religious awareness, and procedural refinement—is essential to uphold the essence of islah as envisioned in Islamic jurisprudence
Co-Authors Baiq Solatiyah Lisa Akhzan