Perbankan Syariah: Sebuah Kajian Kepuasan Pelayanan Nasabah Di Kota Pekanbaru

Bakhri, Boy Syamsul and Astuti, Daharmi and Khairunnisa, Khairunnisa (2021) Perbankan Syariah: Sebuah Kajian Kepuasan Pelayanan Nasabah Di Kota Pekanbaru. Jurnal Tabarru’ : Islamic Banking and Finance, 4 (2). pp. 541-550. ISSN 2621-6833

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Abstract

This research is based on Islamic banking in Pekanbaru City which each other in providing quality services to its customers. But before that, it is also important to examine customer knowledge on products and service facilities in Islamic banking, reasons customers choose Islamic banks, and reasons customers use both types of banks (sharia and conventional). The results of the study found that there are still many Islamic bank customers who do not know about specific Islamic bank products such musyarakah products, mudharabah products, ijarah products,and rahn services. The results also found that religious reasons are the main factor for customers in choosing of Islamic banks.The factor of ease of access to miore branches is the main reason customers use both types of banks. Finally, the results of the study found that the most Islamic bank customers are satisfied with various aspects of the services provided by Islamic banks, while the five service aspects whith the highest level of customer satisfaction are Islamic bank staff friendliness, Islamic bank name and image, Islamic bank employee skills, confidentially Islamic bank customer data, as well as various kinds of facilities offered by Islamic banks.

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