Factors Affecting Islamic Bank Customer Satisfaction
Keywords:Tangible, communication, customer satisfaction, Islamic banking
Customer satisfaction is a basic goal of any form of business or company, because customer satisfaction will provide many benefits for the sustainability of the business. Customer satisfaction will emerge influenced by certain factors. This study aims to analyze several factors that can influence customer impressions, tangible aspects, reliability, employee response, social responsibility, product innovation, competence and communication skills in Islamic banking. The research data was collected from customers of several Islamic banks in Jakarta. The data processed by the regression method with the SPSS software. This study shows that of the seven factors that are used as determinants of satisfaction, there are 4 factors that can affect the level of customer satisfaction at Islamic banks, namely tangibles, employee response, product innovation, and communication skills. Furthermore, this research also found that 3 other factors could not affect the level of customer satisfaction, those are competence, social responsibility, and reliability. The factors that influence the two dominant factors are the communication ability factor and the product innovation factor. The results of this study can help Islamic banks to be able to develop more effective and efficient strategies in terms of establishing high levels of customer satisfaction, so as to generate potential customers and higher profits.
C. A. Ndubisi, Emmanuel Chidozie1 & Nwankwo, “Customer Satisfaction and Organizational Performance of the Nigerian Customer Satisfaction and Organizational Performance of the Nigerian Banking Sub-Sector,” Int. J. Bus. Manag. Invent., vol. 8, no. 3, p. 10, 2019.
F. A. Lone and U. E. Rehman, “Customer Satisfaction in Full-Fledged Islamic Banks and Islamic Banking Windows : A Comparative Study,” J. Internet Bank. Commer., vol. 22, no. S7, pp. 1–20, 2017.
A. Alabboodi, “The effect of customer satisfaction on service quality: The case of Iraqi banks,” Int. J. Appl ied Res., vol. 5, no. 1, pp. 146–152, 2019.
Y. Zhong and H. C. Moon, “What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in china? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender,” Foods, vol. 9, no. 4, 2020.
M. S. Omar, H. F. Ariffin, and R. Ahmad, “Service Quality, Customers’ Satisfaction and the Moderating Effects of Gender: A Study of Arabic Restaurants,” Procedia - Soc. Behav. Sci., vol. 224, no. August 2015, pp. 384–392, 2016.
S.-B. Kim and D.-Y. Kim, “The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry,” Asian J. Sustain. Soc. Responsib., vol. 1, no. 1, pp. 39–55, 2016.
B. Kurniawan, N. Nirwanto, and A. Firdiansjah, “The effect of service innovation on customer satisfaction indihome internet provider in central java through corporate reputation as variable intervening,” Int. J. Sci. Technol. Res., vol. 8, no. 10, pp. 144–151, 2019.
T. E. Rosmika and T. Nurhaida, “Employee Competence and Culture Set to Customer Satisfaction with Service Quality as Intervening Variable of PT . Bank Rakyat Indonesia ( Persero ) Tbk Medan,” J. Educ. Pract., vol. 8, no. 36, pp. 45–53, 2017.
P. C. Rompas, J. Lapian, and J. Tumiwa, “the Influence of Service Quality Towards To Customer Satisfaction (Study At Bpr Prisma Dana Manado),” J. EMBA J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 4, no. 1, pp. 1588–1597, 2016.
R. A. Senguo, S. Xixiang, and N. C. Kilango, “Marketing Communication Based on Customer Satisfaction and Loyalty: Zantel Tanzania,” Int. J. Innov. Manag. Technol., vol. 8, no. 4, pp. 284–288, 2017.
U. Sekaran and R. Bougie, Research methods for business : a skill-building approach, 7th ed. West Sussex: John Wiley & Sons, 2016.
T. E. Yani and H. Setyawan, “IMPROVING CUSTOMER LOYALTY THROUGH SERVICE QUALITY AND CUSTOMER SATISFACTION (A Study Conducted at Yani Salon, Demak),” Econ. Bus. Solut. J., vol. 1(1), no. 1, pp. 65–74, 2017.
B. A. Fida, U. Ahmed, Y. Al-Balushi, and D. Singh, “Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman,” SAGE Open, vol. 10, no. 2, 2020.
M. V. Ngo and H. H. Nguyen, “The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector,” J. Compet., vol. 8, no. 2, pp. 103–116, 2016.
W. Monther and A. Mahadevan, “The impact of service quality on customer satisfaction; an empirical study,” Int. J. Manag., vol. 11, no. 3, pp. 76–88, 2020.
M. Cristo, D. Saerang, and F. Worang, “the Influence of Price, Service Quality, and Physical Environment on Customer Satisfaction. Case Study Markobar Cafe Mando,” J. Ris. Ekon. Manajemen, Bisnis dan Akunt., vol. 5, no. 2, pp. 678–686, 2017.
G. A. Daragahi, “Impact of innovation on customer satisfaction: A study of the Iranian cosmetics products users,” Rev. Venez. Gerenc., vol. 22, no. 78, pp. 88–105, 2017.
C. Christina and S. Hartini, “THE IMPACT OF SERVICE INNOVATION ON CUSTOMER SATISFACTION IN PRODIA HEALTH,” vol. 7, no. November, pp. 107–116, 2020.
H. Tariq and C. A. Rehman, “Assessing the Influence of Corporate Social Responsibility on Consumer Satisfaction and Perceived Value,” Adv. Soc. Sci. Res. J., vol. 4, no. 6, pp. 207–216, 2017.
F. Kotamena, P. Senjaya, R. S. Putri, and C. B. Andika, “Competence or Communication: From Hr Professionals To Employee Performance Via Employee Satisfaction,” J. Manaj. dan Kewirausahaan, vol. 22, no. 1, pp. 33–44, 2021.
J. Sharma, J. Singh, and A. Singh, “Impact of E-Banking Service Quality on Customer Satisfaction,” Int. J. Recent Technol. Eng., vol. 8, no. 5, pp. 2296–2300, 2020.
Miswanto and Y. Ria Angelia, “the Influence of Service Quality and Store Atmosphere on customer satisfaction,” JMK, VOL. 19, NO. 2, Sept. 2017, 106–111 ISSN 1411-1438 print / ISSN 2338-8234 online, vol. 19, no. 2, pp. 106–111, 2017.
W. B. Utami, S. Ningsih, and P. Paidi, “the Effect of Service Level Baitul Maal Wat-Tamwil Tumang on Member’S Satisfaction of Mudharabah Deposits,” Int. J. Econ. Bus. Account. Res., vol. 1, no. 01, 2018.
N. Alam and H. A. Al-Amri, “Service quality perception and customer satisfaction in Islamic banks of Oman,” J. Asian Financ. Econ. Bus., vol. 7, no. 9, pp. 499–504, 2020.
W. A. Novalia Agung, “The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital,” MATEC Web Conf., vol. 150, 2018.
How to Cite
Copyright (c) 2021 Tatik Mariyanti, Primasatria Edastama, Muhammad Hakimi Mohd Shafiai (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.