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Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print)
Quarterly Publication
Volume 9 Issue 13 pp. 2347-2356 , 2019

Analyzing the effect of service quality on customer satisfaction of Islamic banking in west Java province, Indonesia Pages 2347-2356 Right click to download the paper Download PDF

Authors: Deni Kamaludin Yusup

DOI: 10.5267/j.msl.2019.7.020

Keywords: Service quality, Customer satisfaction, Islamic banking, Multiple linear regressions

Abstract: West Java is one of the largest Muslim provinces in Indonesia. Unfortunately, the growth of Islamic banking is low compared with other provinces with the growth of 4.9 percent. This may be influenced by the poor services of the quality in Islamic Banking which has caused dissatisfaction with Islamic banking customers. The purpose of this article is to analyze the effect of service quality on customer satisfaction in Islamic banking. The research method employs a quantitative approach and emphasizes on the type of explanatory research while the data analysis technique employs Multiple Linear Regression analysis. The result shows that the Service Quality variables proxies with tangible, reliability, responsiveness, assurance, and empathy simultaneously influence the level of customer satisfaction in Islamic Banking. This is indicated by F count > F table which is 56.794 > 2.274 or Sig. F (0.00) < α = 0.05. Partially influential factors are tangible, reliability, assurance, and empathy variables while the reliabil-ity variable has no effect and tangible maintains the most dominant influence on customer satisfaction. Based on the results of multiple linear analyses the effect of service quality on customers satisfaction of Islamic banking in West Java is 70.1% while the remaining 29.9% is influenced by other variables which are not examined in this study.

How to cite this paper
Yusup, D. (2019). Analyzing the effect of service quality on customer satisfaction of Islamic banking in west Java province, Indonesia.Management Science Letters , 9(13), 2347-2356.

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Journal: Management Science Letters | Year: 2019 | Volume: 9 | Issue: 13 | Views: 2431 | Reviews: 0

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