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Authors: Arief Helmi and Taufan Untoro

Affiliation: Faculty of Economic and Business, University of Padjadjaran and Indonesia, Indonesia

Keyword(s): Islamic Bank, Customer Satisfaction, Factor Analysis.

Abstract: Not less than 85% of Indonesian population is Moslem, and in Indonesia the number of Islamic bank has been growing significantly since the first Islamic bank was founded in 1991. However, the market share of Islamic bank is relatively low. It was hypothesized that Islamic bank has not been able to provide their customer the optimum level of financial service or reach their customer satisfaction. In order to measure the customer satisfaction with Islamic bank, this study attempted to find factors which affect customer satisfaction, by using factor analysis method. Data was collected by distributing questionnaire to 180 respondents, who become the customer of saving program of Islamic bank and conventional bank. This study found 12 factors that affect customer satisfaction: responsiveness, assurance, reliability, supporting facilities, empathy, bank stability, product, social facilities, cost, convenience, accessibility, and brand. This study also rejected the hypothesis that Islamic bank is not able to satisfy their customer. (More)

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Paper citation in several formats:
Helmi, A. and Untoro, T. (2018). Can Islamic Bank Satisfy Their Customer?. In 1st International Conference on Islamic Economics, Business, and Philanthropy - ICIEBP; ISBN 978-989-758-315-5; ISSN 2184-2736, SciTePress, pages 251-255. DOI: 10.5220/0007080302510255

@conference{iciebp18,
author={Arief Helmi. and Taufan Untoro.},
title={Can Islamic Bank Satisfy Their Customer?},
booktitle={1st International Conference on Islamic Economics, Business, and Philanthropy - ICIEBP},
year={2018},
pages={251-255},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007080302510255},
isbn={978-989-758-315-5},
issn={2184-2736},
}

TY - CONF

JO - 1st International Conference on Islamic Economics, Business, and Philanthropy - ICIEBP
TI - Can Islamic Bank Satisfy Their Customer?
SN - 978-989-758-315-5
IS - 2184-2736
AU - Helmi, A.
AU - Untoro, T.
PY - 2018
SP - 251
EP - 255
DO - 10.5220/0007080302510255
PB - SciTePress