Student Satisfaction with the Service Quality of Bank Syariah Indonesia: Importance-Performance Analysis and Customer Satisfaction Index

Nahdatul Anggraeni; Akhmad Faozan

Authors

Nahdatul Devi Anggraeni Pascasarjana Universitas Islam Negeri Prof. Kh. Saifudin Zuhri Purwokerto, Indonesia
Akhmad Faozan Pascasarjana Universitas Islam Negeri Prof. Kh. Saifudin Zuhri Purwokerto, Indonesia

Keywords:

IPA, CSI, Santri Satisfaction, Transaction at Bank Syariah Indonesia

Abstract

This study explores service attributes deemed important by students and assesses transactional satisfaction at Bank Syariah Indonesia (BSI). Employing quantitative research methods, a random sample of 55 students from Roudhotul Quran II Islamic Boarding School, Ciwarak, Sumbang, Banyumas, participated. The study utilized the Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI) methodologies. Data underwent validity and reliability tests using IBM SPSS 22. The IPA analysis identified significant attributes, including confidentiality, secure transactions, cleanliness, and unbiased service, all falling into quadrant II. The Customer Satisfaction Index (CSI) calculations revealed a satisfaction level of 81.25% during transactions, indicating contentment among customers with BSI’s service quality. Through the application of Importance-Performance Analysis (IPA), CSI, and interviews, specific areas necessitating improvement were pinpointed to enhance student satisfaction during transactions at Bank Syariah Indonesia. This research provides valuable insights into the critical factors influencing student satisfaction with BSI’s services and offers actionable recommendations for service enhancement.

Downloads

Download data is not yet available.

References

Alnaser, F., Ghani, M., & Rahi, S. (2018). Service quality in Islamic banks: The role of PAKSERV model, customer satisfaction and customer loyalty. Accounting, 4(2), 63-72.

Cholidis, S. (2006). Analisis Tingkat Kepuasan Pelanggan Terhadap Produk Corned Pronas Produksi PT CIP, Denpasar, Bali. Jurnal Teknologi Industri Penanian, 106-117.

Dam, S. M., & Dam, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.

Fahruddin, M., Damayanti, A., & Ichwani, T. (2022). Performance Analysis Of Sharia Banking In Indonesia And Malaysia Using The Sharia Maqashid Index Concept (Comparative Study on Sharia Banking in Indonesia and Malaysia 2015-2019 Period). INQUISITIVE: International Journal of Economic, 2(2), 132-152.

Ghufron, S. (2005). Konsep dan Implementasi Bank Syari’ah. Jakarta: Renaisan.

Ihsani, D. (2005). Analisis Kepuasan Konsumen Terhadap Atribut Wisata Cangkuang Garut. Jawa Barat: Departemen Ilmu Sosial Ekonomi Pertanian,IPB Bogor.

Ismail, I., & Misrah, M. (2022). Internship at a young age in prophet muhammad’s business management practices. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(1), 212-219.

Istanti, E., Sanusi, R., & Daengs, G. S. (2020). Impacts of price, promotion and go food consumer satisfaction in faculty of economic and business students of Bhayangkara University Surabaya. Ekspektra: Jurnal Bisnis dan Manajemen, 4(02), 104-120.

Iwan, I., & Arisman, A. (2023). Analysis of the Contribution and Effectiveness of Receiving Market Service Retributions to Regional Genuine Income in Yogyakarta City. Economic and Business Horizon, 2(1), 1-11.

Kartika, T., Firdaus, A., & Najib, M. (2020). Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank. Journal of Islamic Marketing, 11(4), 933-959.

Kotler, P. (2003). Manajemen Pemasaran Edisi kesebelas. Jakarta: PT. Indeks Kelompok Gramedia.

Mamuaya, N. C. (2018). Service Quality and Non-Muslim Satisfaction Using Sharia Bank Products and Services. Shirkah: Journal of Economics and Business, 2(1).

Manan, M. A. (1993). Ekonomi Islam Teori dan Praktik. Yogyakarta: Dana Bhakti Wakaf.

Massnick, F. (1997). The Customer is CEO, How to Measure What Your Customer Want and Make Sure They Get it. American Management Assosiation, 239.

Muharastri, Y. (2008). Analisis Kepuasan Konsumen Susu UHT Merek Real Good di Kota Bogor. Departemen Ilmu Sosial Ekonomi Pertanian, Fakultas Pertanian IPB, 67-74.

Rangkuti, F. (2003). Bisnis Plan Teknik Membuat Perencanaan Bisnis dan Analisis Kasus. Jakarta: PT. Gramedia Pustaka Utama.

Siswanto, S. (2014). Improving competitiveness of Islamic banking human resources through implementation of Quran-based HRM practices. European Journal of Business and Social Sciences (EJBSS), 3(3), 01-13.

Suhartanto, D., Syarief, M. E., Chandra Nugraha, A., Suhaeni, T., Masthura, A., & Amin, H. (2022). Millennial loyalty towards artificial intelligence-enabled mobile banking: evidence from Indonesian Islamic banks. Journal of Islamic Marketing, 13(9), 1958-1972.

Sulhan, & Siswanto, E. (2008). Manajemen Bank Konvensional dan Syariah. Malang: UIN Malang Press.

Supranto. (2006). Pengukuran Tingkat kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Penerbit Rineka Cipta.

Tjiptono, f. (2005). Pemasaran Jasa. Edisi Pertama. Malang: Bayumedia.

Wulandari, A. (2015). Analisis Kepuasan Nasabah Bank Mandiri Tentang Pelayanan Prima (Service Excellence) (Survei Terhadap Nasabah Bank Mandiri Kantor Kas Universitas Telkom). Jurnal Ecodemica: Jurnal Ekonomi Manajemen dan Bisnis, 3(1), 285-291.