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How to Win Sharia Bank: Studi Komparasi Kualitas Layanan Bank Syariah dan Bank Konvensional serta Analisis Kepuasaan Nasabah Menggunakan Extended SERVQUAL Model

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Islamic banks that have just developed over the last three decades in Indonesia have shown significant development, but are still far below conventional banks in several indicators, such as asset development, deposits, PYD, and market share. One aspect that needs to be highlighted as an evaluation in improving these indicators is related to service quality through customer satisfaction. The SERVQUAL model developed by Parasuraman (1988) is used in this study to determine the effect of service quality dimensions on customer satisfaction, as well as the comparison between the service quality of Islamic banks and conventional banks. In addition, dominance analysis is also used to determine what dimensions need to be prioritized in improving the service quality of Islamic banks. Respondents are 593 customers of Islamic banks and/or conventional banks in Indonesia. The results of the research using the PLS-SEM analysis method show that the SERVQUAL dimensions which consist of tangible, responsiveness, empathy, digitalization and sharia compliance have a significant effect on customer satisfaction. In addition, when compared with conventional banks using a non-parametric test, it is known that Islamic banks lose significantly in the dimensions of tangible, empathy, and digitalization. Therefore, these dimensions need to be improved in order to improve service quality and compete with conventional banks..Ada Tabel

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Ketersediaan

Call Number	Location	Available
13174	PSB lt.2 - Karya Akhir	1

Penerbit	Depok Program Studi Ilmu Ekonomi Islam Fakultas Ekonomi dan Bisnis UI., 2021
Edisi	-
Subjek	Service quality Sharia bank Servqual
ISBN/ISSN	-
Klasifikasi	-
Deskripsi Fisik	xv, 118 p. ; diagr. ; 30 cm
Info Detail Spesifik	-
Other Version/Related	Tidak tersedia versi lain
Lampiran Berkas	Tidak Ada Data