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Factors Affecting Islamic Bank Customer Satisfaction

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

DOI
10.33050/atm.v5i2.1571
ISSN
2622-6804, 2622-6812
Published
2021-05-06
Publisher
Pandawan
Language
en
License
creativecommons.org/licenses/by-sa/4.0

Abstract

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.

Keywords

Collaboration network of the authors

31 authors · 56 co-authorship links

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • University of Indonesia
  • Bandung Institute of Technology
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Nanda SeptianiAffiliation unknown2
Amitkumar DudhatAffiliation unknown1
Giandari MaulaniAffiliation unknown1
Syarief Nur HusinAffiliation unknown1
Amirsyah TambunanAffiliation unknown1
Yusrawati. .Affiliation unknown1
Abdul Azis Ahmad ZawawiAffiliation unknown1
Syofriza SyofyanAffiliation unknown1
Fathimah Ahmad Zawawi NawawiAffiliation unknown1
Rifki IsmalUniversity of Indonesia1
Hermanto SiregarAffiliation unknown1
Lokot Zein NasutionAffiliation unknown1
Yuswar Zaenul BasriAffiliation unknown1
Jozi JazuliAffiliation unknown1
Raden HeriyantoAffiliation unknown1
Siti Nurindah SariAffiliation unknown1
Abdullah Achmad ZawawiAffiliation unknown1
Acep R. JayaprawiraAffiliation unknown1
Yochebed Anggraini TerahAffiliation unknown1
Yaya Ruhenda Casmita PujihartoAffiliation unknown1
Muhammad AfifAffiliation unknown1
Ellen DolanAffiliation unknown1
Inge Salsabila SuryamanAffiliation unknown1
Insan Praditya AnugrahAffiliation unknown1
Ahmad DahlanBandung Institute of Technology1
Muhammad WildanAffiliation unknown1
Adam VoakAffiliation unknown1
Kyoichiro SugimotoAffiliation unknown1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ijc.ilearning.co/ATM/oai, first harvested 6 Nov 2026, last seen 8 Nov 2026.
Original metadata (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>