The Importance of Improving Service Quality for Customer Satisfaction: A Case Study of Bank Muamalat in Bogor City
DOI:
https://doi.org/10.52728/ijss.v3i3.530Keywords:
Service quality, customer satisfaction, syaria bankAbstract
The development of the banking world in Indonesia is marked by one of them is the establishment of Islamic banks. Islamic banks are banks that operate by not relying on bank interest. With a population that is 80% Muslim, Islamic banks are predicted to have very good prospects in the future. However, the current fact is that there are still many customer complaints related to the quality of service at Islamic banks. This study aims to answer the questions on how the service quality of Bank Muamalat Bogor and how the customer satisfaction is perceived by customers of Bank Muamalat Bogor. The data collection technique was carried out by participant observation and semi-structured interviews since this type of interview is more flexible in which questions can be adapted and changed depending on the answers of the informants. For this study, researchers interviewed 15 bank customers. The results of this study indicate that of the 5 dimensions of service quality, 3 of them received negative responses from customers, namely reliability, assurance and tangible. However, apart from the negative responses, Bank Muamalat with a sharia basis also received a positive assessment for the dimensions of responsiveness and empathy in which customers are satisfied with the services provided by friendly and patient staff who have a high sense of empathy. However, the friendliness and kindness of the staff only is not sufficient. To be able to compete with other commercial banks, Bank Muamalat must be able to improve the quality of its services from all the 5 dimensions of service quality
References
Arikunto, S. (2013). Prosedur Penelitian: Suatu Pendekatan Praktik (8th ed.). Rineka Cipta. https://opac.perpusnas.go.id/DetailOpac.aspx?id=217760
Azmat, S., Hassan, M. K., Ghaffar, H., & Azad, A. S. M. S. (2021). State contingent banking and asset price bubbles: The case of Islamic banking industry. Global Finance Journal, 50, 100531. https://doi.org/10.1016/j.gfj.2020.100531
Azmi, W., Ali, M., Arshad, S., & Rizvi, S. A. R. (2019). Intricacies of competition, stability, and diversification: Evidence from dual banking economies. Economic Modelling, 83, 111–126. https://doi.org/10.1016/j.econmod.2019.02.002
Buchari, I., Rafiki, A., & Qassab, M. A. H. Al. (2015). Awareness and Attitudes of Employees towards Islamic Banking Products in Bahrain. Procedia Economics and Finance, 30, 68–78. https://doi.org/10.1016/S2212-5671(15)01256-3
Casper Ferm, L.-E., & Thaichon, P. (2021). Customer pre-participatory social media drivers and their influence on attitudinal loyalty within the retail banking industry: A multi-group analysis utilizing social exchange theory. Journal of Retailing and Consumer Services, 61, 102584. https://doi.org/10.1016/j.jretconser.2021.102584
Ciunova-Shuleska, A., Palamidovska-Sterjadovska, N., & Prodanova, J. (2022). What drives m-banking clients to continue using m-banking services? Journal of Business Research, 139, 731–739. https://doi.org/10.1016/j.jbusres.2021.10.024
Creswell, J. W. (2017). Research Design Pendekatan Kualitatif, Kuantitatif, dan Mixed (S. Z. Qudsy (ed.); 3rd ed.). Pustaka Pelajar. https://opac.perpusnas.go.id/DetailOpac.aspx?id=1213690
Fadilla, F., & Asih, L. P. (2022). Determinants of Capital Structure Policy at Indonesian Sharia Bank Demang Palembang Branch. Islamic Banking : Jurnal Pemikiran Dan Pengembangan Perbankan Syariah, 7(2), 213–236. https://doi.org/10.36908/isbank.v7i2.316
Gountas, J., & Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal of Business Research, 60(1), 72–75. https://doi.org/10.1016/j.jbusres.2006.08.007
Hamdani, R. (2016). Analisis Kinerja Keuangan Bank Muamalat Indonesia Dikaitkan Dengan Program Akselerasi Perbankan Syariah. Al-Iqtishad: Journal of Islamic Economics, 2(2). https://doi.org/10.15408/aiq.v2i2.2488
Hosseini, M., Abdolvand, N., & Harandi, S. R. (2022). Two-dimensional analysis of customer behavior in traditional and electronic banking. Digital Business, 2(2), 100030. https://doi.org/10.1016/j.digbus.2022.100030
Kahreh, M. S., Tive, M., Babania, A., & Hesan, M. (2014). Analyzing the Applications of Customer Lifetime Value (CLV) based on Benefit Segmentation for the Banking Sector. Procedia - Social and Behavioral Sciences, 109, 590–594. https://doi.org/10.1016/j.sbspro.2013.12.511
Kontot, K., Hamali, J., & Abdullah, F. (2016). Determining Factors of Customers’ Preferences: A Case of Deposit Products in Islamic Banking. Procedia - Social and Behavioral Sciences, 224, 167–175. https://doi.org/10.1016/j.sbspro.2016.05.435
Kotler, P., & Keller, L. (2016). Marketing Management (15th ed.). Pearson Education Limited. t.ly/TuhY
Lewis, C., & Booms, B. (1983). The Marketing Aspects of Service Quality. In Emerging Perspectives in Service Marketing (1st ed., pp. 99–107). American Marketing Association. https://www.scirp.org/(S(351jmbntvnsjt1aadkozje))/reference/referencespapers.aspx?referenceid=1040686
Loaba, S. (2021). The impact of mobile banking services on saving behavior in West Africa. Global Finance Journal, 100620. https://doi.org/10.1016/j.gfj.2021.100620
Maftuhah, R. (2021). Analisis Kinerja Bank Muamalat Indonesia (BMI) Surabaya Dengan Pendekatan Balance Scorecard. Jurnal Masharif Al-Syariah: Jurnal Ekonomi & Perbankan Syariah, 6(2), 572–585. https://doi.org/http://dx.doi.org/10.30651/jms.v6i2.12104
Maghyereh, A. I., & Yamani, E. (2022). Does bank income diversification affect systemic risk: New evidence from dual banking systems. Finance Research Letters, 47, 102814. https://doi.org/10.1016/j.frl.2022.102814
Matzler, K., Renzl, B., & Rothenberger, S. (2006). Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry. Scandinavian Journal of Hospitality and Tourism, 6(3), 179–196. https://doi.org/10.1080/15022250600872850
Mensi, W., Hammoudeh, S., Tiwari, A. K., & Al-Yahyaee, K. H. (2020). Impact of Islamic banking development and major macroeconomic variables on economic growth for Islamic countries: Evidence from panel smooth transition models. Economic Systems, 44(1), 100739. https://doi.org/10.1016/j.ecosys.2019.100739
Miah, M. D., Kabir, M. N., & Safiullah, M. (2020). Switching costs in Islamic banking: The impact on market power and financial stability. Journal of Behavioral and Experimental Finance, 28, 100409. https://doi.org/10.1016/j.jbef.2020.100409
Miles, M. B., & Huberman, M. A. (1994). Qualitative Data Analysis: An Expanded Sourcebook (2nd ed.). SAGE Publications, Inc. https://psycnet.apa.org/record/1995-97407-000
Moleong, J. L. (2018). Qualitative Research Methodology. Rosdakarya Youth.
Mosaddegh, A., Albadvi, A., Sepehri, M. M., & Teimourpour, B. (2021). Dynamics of customer segments: A predictor of customer lifetime value. Expert Systems with Applications, 172, 114606. https://doi.org/10.1016/j.eswa.2021.114606
Parasuraman, A., Berry, L. L., & Zeithaml, V. . (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67, 420–450. https://psycnet.apa.org/record/1992-37673-001
Puspitadewi, I. (2019). Pengaruh Digitalisasi Perbankan Terhadap Efektivitas Dan Produktivitas Kerja Pegawai. Jurnal Manajemen Dan Bisnis Indonesia, 5(2), 247–258. https://doi.org/https://doi.org/10.32528/jmbi.v5i2.2925
Salman, A., & Nawaz, H. (2018). Islamic financial system and conventional banking: A comparison. Arab Economic and Business Journal, 13(2), 155–167. https://doi.org/10.1016/j.aebj.2018.09.003
Šeho, M., Bacha, O. I., & Smolo, E. (2020). The effects of interest rate on Islamic bank financing instruments: Cross-country evidence from dual-banking systems. Pacific-Basin Finance Journal, 62, 101292. https://doi.org/10.1016/j.pacfin.2020.101292
Sobarsyah, M., Soedarmono, W., Yudhi, W. S. A., Trinugroho, I., Warokka, A., & Pramono, S. E. (2020). Loan growth, capitalization, and credit risk in Islamic banking. International Economics, 163, 155–162. https://doi.org/10.1016/j.inteco.2020.02.001
Staus, A., & Becker, T. (2012). Attributes of overall satisfaction of agricultural machinery dealers using a three‐factor model. Journal of Business & Industrial Marketing, 27(8), 635–643. https://doi.org/10.1108/08858621211273583
Suryani, T., Kurniawati, S. L., & Lestari, W. (2001). Analisis Pelayanan Mutu Total dan Pengaruhnya Terhadap Kinerja Usaha Perbankan di Indonesia. Journal of Indonesian Economy and Business, 16(3), 273–285. https://jurnal.ugm.ac.id/jieb/article/view/39824/22470
Tjiptono, F. (2014). Service, Quality & Satisfaction (G. Chandra (ed.); 3rd ed.). Andi Publisher. https://opac.perpusnas.go.id/DetailOpac.aspx?id=295948
Tjiptono, F. (2016). Pemasaran Jasa. Bayu Media Publishing. http://library.fis.uny.ac.id/opac/index.php?p=show_detail&id=2136http://library.fis.uny.ac.id/opac/index.php?p=show_detail&id=2136
Tseng, M.-L., Bui, T.-D., Lan, S., Lim, M. K., & Mashud, A. H. M. (2021). Smart product service system hierarchical model in banking industry under uncertainties. International Journal of Production Economics, 240, 108244. https://doi.org/10.1016/j.ijpe.2021.108244
Vázquez-Casielles, R., del Río-Lanza, A. B., & Díaz-Martín, A. M. (2007). Quality of past performance: Impact on consumers’ responses to service failure. Marketing Letters, 18(4), 249–264. https://doi.org/10.1007/s11002-007-9018-x
Wilardjo, S. B. (2005). Pengertian, Peranan dan Perkembangan Bank Syari’ah di Indonesia. Value Added: Jurnal Ekonomi Dan Bisnis, 2(1), 1–10. https://doi.org/https://doi.org/10.26714/vameb.v2i1.654
Wyckoff, D. D. (1984). New Tools for Achieving Service Quality. Cornell Hotel and Restaurant Administration Quarterly, 25(3), 78–91. https://doi.org/10.1177/001088048402500317
Yin, R. K. (2012). Case Study Research. Design and Methods (4th ed.). SAGE Publications, Inc. https://www.jstor.org/stable/23279888
Yu, S.-H. (2007). An Empirical Investigation on the Economic Consequences of Customer Satisfaction. Total Quality Management & Business Excellence, 18(5), 555–569. https://doi.org/10.1080/14783360701240493
Zboja, J. J., & Voorhees, C. M. (2006). The Impact of Brand Trust and Satisfaction on Retailer Repurchase Intentions. Journal of Services Marketing, 20(6), 381–390. http://www.sciepub.com/reference/270441
Zeithaml, V., Bitner, M. J., & Gremler, D. (2018). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill. https://www.mheducation.com/highered/product/services-marketing-integrating-customer-focus-across-firm-zeithaml-bitner/M9780078112102.toc.html
Zhang, J., Hartarska, V., & Malikov, E. (2021). Product and geographic market diversification in U.S. banking. Finance Research Letters, 42, 101881. https://doi.org/10.1016/j.frl.2020.101881
