MODEL PENGUKURAN KUALITAS LAYANAN BANK SYARIAH DI INDONESIA

Sari

A large strand of literature shows that service quality (henceforth SQ) is an important factor that affects customer satisfaction in a wide range of industries, including banking industry. Although a large number of SQ studies have been conducted, insight on SQ model in the context of Indonesian Islamic bank, to the best our knowledge is very limited. Especially the model that elaborates locality and cultural factors. Hence this study aims to narrow this research gap. This study aims to explore a new model of Indonesian Islamic Bank Service Quality (IIBSQ). Designed with mixed method (exploratory sequential), this study involves two main stages in data collection, namely focus group discussions and surveys. Performing factors analysis, this study resulting IIBSQ dimension such as Capability, Islamic Tangibility, Shariah Compliance, Empathy and Personalization, and Responsiveness. IIBSQ could be use appropriately as a measurement tool of service quality for Islamic banks in Indonesia.