Authors : Djawahir Hejazziey and Ujang Maman
Abstract: The Sharia Banking (SB) in Indonesia is in a strong competition with the conventional as well as the SB itself. The customer satisfaction is the “main gun” to extend and maintain the market. The research aims to explore the dimensions of service quality which is determinant toward customer satisfaction. Data collecting was conducted from July to September 2016 from five state Islamic University students in Java who were found accidently in transaction process in SB. Based on Likert scale and the regression analysis, the research revealed that the empathy is the most significant factor to fulfil the customer’s complacency which is followed by assurance and responsiveness as a second grade of significance. The third grade is tangibility and reliability. The extending of ability to perform the empathy service should be a major policy of the SB in Indonesia.
Djawahir Hejazziey and Ujang Maman, 2018. Determinant Factors Toward Customer’s Satisfaction: The Case of Sharia Banking in Indonesia. Journal of Engineering and Applied Sciences, 13: 422-429.