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Factors Affecting Islamic Bank Customer Satisfaction

APTISI Transactions on Management (ATM) · Vol. 5 No. 2 (2021) · hlm. 152–160

DOI
10.33050/atm.v5i2.1571
ISSN
2622-6804, 2622-6812
Terbit
2021-05-06
Penerbit
Pandawan
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

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.

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  • Universitas Trisakti
  • National University of Malaysia
  • Universitas Raharja
  • Universitas Islam Negeri Profesor Kiai Haji Saifuddin Zuhri Purwokerto
  • Universitas Esa Unggul
  • Veer Narmad South Gujarat University
  • Coventry University
  • Organisasi lain
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  • Organisasi sama
  • Afiliasi tidak diketahui
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Rekan penulisOrganisasiArtikel bersama
Nanda SeptianiUniversitas Raharja2
Mohd Adib IsmailNational University of Malaysia2
Abdul Ghafar IsmailNational University of Malaysia2
Amitkumar DudhatVeer Narmad South Gujarat University1
Giandari MaulaniUniversitas Raharja1
Syarief Nur HusinCoventry University1
Amirsyah TambunanAfiliasi tidak diketahui1
Yusrawati. .Universitas Trisakti1
Abdul Azis Ahmad ZawawiAfiliasi tidak diketahui1
Syofriza SyofyanUniversitas Trisakti1
Fathimah Ahmad Zawawi NawawiQassim University1
Rifki IsmalBank Indonesia1
Hermanto SiregarIPB University1
Lokot Zein NasutionUniversitas Trisakti1
Tatik MariyantiAfiliasi tidak diketahui1
Yuswar Zaenul BasriAfiliasi tidak diketahui1
Jozi JazuliUniversitas Trisakti1
Raden HeriyantoAfiliasi tidak diketahui1
Raden HeriyantoUniversitas Trisakti1
Abdullah Achmad ZawawiAfiliasi tidak diketahui1
Siti Nurindah SariUniversitas Raharja1
Abdullah Achmad ZawawiUniversitas Trisakti1
Yaya Ruhenda Casmita PujihartoAfiliasi tidak diketahui1
Acep Riana JayaprawiraUniversitas Trisakti1
Yochebed Anggraini TerahUniversitas Raharja1
Yaya Ruhenda Casmita PujihartoUniversitas Trisakti1
Muhammad AfifAfiliasi tidak diketahui1
Ellen DolanThe University of Queensland1
Muhammad Faris AfifAfiliasi tidak diketahui1
Bayu Taufiq PossumahNational University of Malaysia1
Nurul HilmiyahNational University of Malaysia1
Inge Salsabila SuryamanUniversitas Trisakti1
Insan Praditya AnugrahIndonesia Open University1
Adam VoakJames Cook University1
Ahmad DahlanUniversitas Islam Negeri Profesor Kiai Haji Saifuddin Zuhri Purwokerto1
Muhammad WildanUniversitas Islam Negeri Profesor Kiai Haji Saifuddin Zuhri Purwokerto1
Kyoichiro SugimotoAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://ijc.ilearning.co/ATM/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Factors Affecting Islamic Bank Customer Satisfaction</dc:title>
	<dc:creator xml:lang="en">Mariyanti, Tatik</dc:creator>
	<dc:creator xml:lang="en">Edastama, Primasatria</dc:creator>
	<dc:creator xml:lang="en">Shafiai, Muhammad Hakimi Mohd</dc:creator>
	<dc:subject xml:lang="en">Tangible</dc:subject>
	<dc:subject xml:lang="en">communication</dc:subject>
	<dc:subject xml:lang="en">customer satisfaction</dc:subject>
	<dc:subject xml:lang="en">Islamic banking</dc:subject>
	<dc:description xml:lang="en">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.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2021-05-06</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijc.ilearning.co/ATM/article/view/1571</dc:identifier>
	<dc:identifier>10.33050/atm.v5i2.1571</dc:identifier>
	<dc:source xml:lang="en">APTISI Transactions on Management (ATM); Vol. 5 No. 2 (2021): July; 152-160</dc:source>
	<dc:source xml:lang="id">APTISI Transactions on Management (ATM); Vol 5 No 2 (2021): July; 152-160</dc:source>
	<dc:source>2622-6804</dc:source>
	<dc:source>2622-6812</dc:source>
	<dc:source>10.33050/atm.v5i2</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://ijc.ilearning.co/ATM/article/view/1571/418</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2021 Tatik Mariyanti, Primasatria Edastama, Muhammad Hakimi Mohd Shafiai (Author)</dc:rights>
	<dc:rights xml:lang="en">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>