International Research Journal of Business Studies
Vol. 2 No. 1 (2009): April-July 2009

Meningkatkan Kualitas Pelayanan di Bank Syariah: Penelitian dengan Fuzzy Servqual dan Dimensi Carter

Astuti, Septin Puji (Unknown)
Utami, Datien Eriska (Unknown)
Wilasari, Wiwik (Unknown)

Article Info

Publish Date
01 Apr 2009

Abstract

SERVQUAL was appliedin this study for measuring service quality in Shariah Bank Rakyat Indonesia (BRIS). Due toits shariah characteristic, compliance dimension was integrated into SERVQUAL dimensions and fuzzy theory was integrated for assessing the perception and expectation of customers.T statistic test and GLM modeling was applied to test the significant of the gaps of each item and to understand the dimensions which has more contribution to service quality of the bank.From this research, concludes that the gap was significant statistically. Furthermore, tangibilitydimension was the worst quality of BRIS, but empathy is the best quality

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Journal Info
International Research Journal of Business Studies
Website

Abbrev

jurnalirjbs

Publisher

Universitas Prasetiya Mulya

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

International Research Journal of Business Studies (IRJBS) comprises three constructs. The word “International” refers to our mission to provide readers with relevant fields of study and to involve authors in giving their contributions on an international scale. ”Research Journal” refers to ...