Analysis of Customer Satisfaction with Islamic Bank Products Using the Servqual Method
DOI:
https://doi.org/10.38035/d7f12b85Keywords:
Customer Satisfaction, Islamic Banks, SERVQUAL Method, LoyaltyAbstract
Assessment of customer satisfaction is an important indicator in measuring the quality of a bank's services, especially Islamic banks that prioritize Islamic principles and ethical values. This study aims to analyze the level of customer satisfaction with the products offered by Islamic banks using the SERVQUAL approach. The SERVQUAL method measures the gap between customer expectations and perceptions of five main dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Through a quantitative approach and descriptive analysis, the results of this study indicate that there are several dimensions that still need improvement, especially in the aspects of responsiveness and empathy. In general, the level of customer satisfaction is quite good, but there is still a gap between expectations and the reality of service. These findings are expected to be strategic input for Islamic banks in designing and improving service quality in order to maintain customer loyalty.References
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