SERVICE QUALITY, BANKING SERVICE TO WARDS BANKING DEVELOPMENT
Keywords:
Service Quality, Banking Service To Wards Banking Development
Abstract
The development of Sharia Banks in Papua is currently considered good, this is marked by the existence of Bank Syariah Mandiri and Bank Muamalat. However, existing sharia banks are not yet in great demand by customers because there is tight competition between sharia banks and conventional banks in Papua, especially Keerom Regency. This research was conducted in Keerom Regency, Papua Province, while the research was carried out from April to June. The type of research used is qualitative and quantitative research. Service quality is 3.505. The size of the ttable at α = 0.05 is 1.675. The tcount for service quality is 3.505 > from ttable 1.675 with a significance figure of 0.001 < 0.05. Thus, it can be concluded that service quality has a significant positive effect on banking development. Banking services have a significant positive effect on banking development. This result can be seen in the t test which has tcount = 2.906 > from ttable 1.675 with a significant number of 0.006. Thus, it can be concluded that banking services have a significant positive effect on banking development. Based on the results of the F test analysis, it shows that the F¬count is 18.358 and the F¬table value is 3.18 or (18.358 > 3.18) with a sig of 0.000 0.05, it can be concluded that together (simultaneously) there is significant influence between service quality (X1) and banking services (X2) on banking development (Y). This shows that if simultaneously the quality of banking services increases, it will have an impact on increasing banking development and vice versa.
References
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Mishra, Manjari. “Customers’ Perspective towards Customer Relationship Management with Reference to Service Quality: A Study of Indian Public and Private Sector Banks.” IOSR Journal of Business and Management 02, no. 02 (2016): 37–42. https://doi.org/10.9790/487x-15010020237-42.
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Roni, Mukhamad, and Heri Kuncoro Putro. “Journal of Sharia Economics.” Journal of Sharia Economics 3, no. 1 (2020): 18–39. http://dx.doi.org/10.35896/jse.
Saravanakumar, G, and Jothijayakrishnan. “Effect of Service Quality on Customer Loyalty: Empirical Evidence From Co-Operative Bank.” International Journal of Business and Administration Research Review 2, no. 2347 (2014): 87–94.
Seth, Nitin, S. G. Deshmukh, and Prem Vrat. Service Quality Models: A Review. International Journal of Quality and Reliability Management. Vol. 22, 2005. https://doi.org/10.1108/02656710510625211.
Sureshchandar, G. S., Chandrasekharan Rajendran, and R. N. Anantharaman. “The Relationship between Service Quality and Customer Satisfaction – a Factor Specific Approach.” Journal of Services Marketing 16, no. 4 (2002): 363–79. https://doi.org/10.1108/08876040210433248.
SUSAN, MARCELLIA, JACINTA WINARTO, and IKA GUNAWAN. “Development of Service Quality Model as Determinants toward Banking Performance.” Estudios de Economia Aplicada 39, no. 4 (2021). https://doi.org/10.25115/eea.v39i4.4629.
Tijjang, Bakhtiar, Pandi Putra, and Sekolah Tinggi Ilmu Ekonomi Amsir. “The Service Quality Effect Towards the Customer Satisfaction of Bank in Indonesia.” Valid Jurnal Ilmiah 18, no. 1 (2021): 56–62.
Van, a N. “S Ervice Q Uality I Ndicators For” 7, no. 1 (2009): 94–100.
Wijaya, Zona Artoni, Idris, and Abror. “The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch” 152 (2020): 764–73. https://doi.org/10.2991/aebmr.k.201126.084.
Yusoff, Nur Athirah Bt, and Mohammad Ismail. “The Impact of Service Quality and Product Quality towards Customers Satisfaction in Islamic Banking : The Moderating Role of Customer Knowledge.” Journal of Contemporary Islamic Studies, 2020, 1–13.
Bloemer, Josée, ko de Ruyter, and Pascal Peeters. “Investigating Drivers of Bank Loyalty: The Complex Relationship between Image, Service Quality and Satisfaction.” International Journal of Bank Marketing 16, no. 7 (1998): 276–86. https://doi.org/10.1108/02652329810245984.
Chahal, Hardeep, and Neetu Kumari. “Development of Multidimensional Scale for Healthcare Service Quality (HCSQ) in Indian Context.” Journal of Indian Business Research 2, no. 4 (2010): 230–55. https://doi.org/10.1108/17554191011084157.
Cronin, J Joseph, and Steven a Taylor. “Measuring Quality : A Reexamination And.” Journal of Marketing 56, no. 3 (1992): 55–68. http://www.jstor.org/stable/1252296.
Dawami, Qosdan. “Factors Influencing the Preference of Customers Towards Islamic Banking: Evidence from Malaysia.” Journal of Islamic Economic Laws 3, no. 1 (2020): 48–67. https://doi.org/10.23917/jisel.v3i1.10191.
Deni Ardiansyah, and Lies Handrijaningsih. “The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero).” International Journal of Science, Technology & Management 2, no. 4 (2021): 1415–22. https://doi.org/10.46729/ijstm.v2i4.254.
Et. al., Rohit Mahajan ,. “Analysis of Mediating Effect of Customer Perception in Relation to Service Quality and Customer’s Satisfaction in Online Banking Services.” Turkish Journal of Computer and Mathematics Education (TURCOMAT) 12, no. 2 (2021): 2421–27. https://doi.org/10.17762/turcomat.v12i2.2055.
Halvadia, Nirav B, Shekha Halvadia, and Kadi Sarva Vishwavidyalaya. “Using Text Mining to Identify Key Dimensions of Service Quality for the Indian Public Sector Banks’ Mobile Banking Apps,” 2022. https://doi.org/10.21203/rs.3.rs-1536236/v1.
Irawan, Agus Wahyu. “Analisis Metode SMART Dalam Strategi Segmentasi Pasar (Studi Produk Tabungan Simitra Mikro Di Bank Mitra Syariah Kantor Cabang Bojonegoro).” Addila (Jurnal Ilmiah Ekonomi Syariah) 4, no. 1 (2557): 88–100. http://www.e-jurnal.unisda.ac.id/index.php/adilla/article/view/3050/1941.
———. “Penerapan Etika Bisnis Islam Terhadap Kelangsungan Pembiayaan SPBU Mini Di KSPPS Bina Syariah Ummah Jawa Timur.” JES (Jurnal Ekonomi Syariah) 5, no. 1 (2020): 14–21. https://doi.org/10.30736/jesa.v5i1.73.
———. “TINJAUAN HYBRID CONTRACT PERSPEKTIF MAQÂSHID SYARÎ’AH.” Journal of Islamic Banking I (2020): 54–82. https://www.ptonline.com/articles/how-to-get-better-mfi-results.
Irawan, Agus Wahyu, Heri Kuncoro Putro, and Moh Agus S. “Pengentasan Kemiskinan Di Badan Amil Zakat Nasional ( Baznas )” 3, no. 1 (2023): 74–88.
Jain, Sanjay K., and Garima Gupta. “Measuring Service Quality: Servqual vs. Servperf Scales.” Vikalpa 29, no. 2 (2004): 25–38. https://doi.org/10.1177/0256090920040203.
Jamal, Ahmad, and Kamal Naser. “Customer Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking.” International Journal of Bank Marketing 20, no. 4 (2002): 146–60. https://doi.org/10.1108/02652320210432936.
Jun, Minjoon, and Shaohan Cai. “The Key Determinants of Internet Banking Service Quality: A Content Analysis.” International Journal of Bank Marketing 19, no. 7 (2001): 276–91. https://doi.org/10.1108/02652320110409825.
Jun, Minjoon, Robin Peterson, George Zsidisin, and Bonnie Daily. “Service Quality Perceptions in The Banking Industry: Major Dimensions.” Journal of Business Strategies 16, no. 2 (1970): 170–88. https://doi.org/10.54155/jbs.16.2.170-188.
Kaur, Amandeep, and Garima Malik. “Examining Factors Influencing Indian Customers’ Intentions and Adoption of Internet Banking: Extending TAM with Electronic Service Quality.” Innovative Marketing 15, no. 2 (2019): 42–57. https://doi.org/10.21511/im.15(2).2019.04.
Kokoreva, Tatyana V. “Service Quality Management of Bank Financing Based on Csr in the Digital Economy in the Interests of Sustainable Development.” International Journal for Quality Research 16, no. 3 (2022): 717–32. https://doi.org/10.24874/IJQR16.03-04.
Malviya, Dr Geeta Sharma dan Mr Surendra. “Exploring the Dimensions of Mobile Banking Service Quality.” International Journal of Business Analytics 3, no. 3 (2014): 60–76.
Mishra, Manjari. “Customers’ Perspective towards Customer Relationship Management with Reference to Service Quality: A Study of Indian Public and Private Sector Banks.” IOSR Journal of Business and Management 02, no. 02 (2016): 37–42. https://doi.org/10.9790/487x-15010020237-42.
Ramachandran, Vimala. “The Best of Times, the Worst of Times.” Changing English: Studies in Culture and Education 12, no. 2 (2005): 167–75. https://doi.org/10.1080/13586840500163815.
Dr. E. Lokanadha Reddy, and Mr. Shaik Karim. “A Study on Students Perception towards Quality of Banking Services.” IOSR Journal of Business and Management 16, no. 8 (2014): 37–41. https://doi.org/10.9790/487x-16813741.
Roni, Mukhamad, and Heri Kuncoro Putro. “Journal of Sharia Economics.” Journal of Sharia Economics 3, no. 1 (2020): 18–39. http://dx.doi.org/10.35896/jse.
Saravanakumar, G, and Jothijayakrishnan. “Effect of Service Quality on Customer Loyalty: Empirical Evidence From Co-Operative Bank.” International Journal of Business and Administration Research Review 2, no. 2347 (2014): 87–94.
Seth, Nitin, S. G. Deshmukh, and Prem Vrat. Service Quality Models: A Review. International Journal of Quality and Reliability Management. Vol. 22, 2005. https://doi.org/10.1108/02656710510625211.
Sureshchandar, G. S., Chandrasekharan Rajendran, and R. N. Anantharaman. “The Relationship between Service Quality and Customer Satisfaction – a Factor Specific Approach.” Journal of Services Marketing 16, no. 4 (2002): 363–79. https://doi.org/10.1108/08876040210433248.
SUSAN, MARCELLIA, JACINTA WINARTO, and IKA GUNAWAN. “Development of Service Quality Model as Determinants toward Banking Performance.” Estudios de Economia Aplicada 39, no. 4 (2021). https://doi.org/10.25115/eea.v39i4.4629.
Tijjang, Bakhtiar, Pandi Putra, and Sekolah Tinggi Ilmu Ekonomi Amsir. “The Service Quality Effect Towards the Customer Satisfaction of Bank in Indonesia.” Valid Jurnal Ilmiah 18, no. 1 (2021): 56–62.
Van, a N. “S Ervice Q Uality I Ndicators For” 7, no. 1 (2009): 94–100.
Wijaya, Zona Artoni, Idris, and Abror. “The Influence of Service Quality, Satisfaction, and Trust Towards Customer Loyalty of Bank Nagari Air Haji Subsidiary Branch” 152 (2020): 764–73. https://doi.org/10.2991/aebmr.k.201126.084.
Yusoff, Nur Athirah Bt, and Mohammad Ismail. “The Impact of Service Quality and Product Quality towards Customers Satisfaction in Islamic Banking : The Moderating Role of Customer Knowledge.” Journal of Contemporary Islamic Studies, 2020, 1–13.
Published
2023-12-02
How to Cite
Jaya, A. (2023, December 2). SERVICE QUALITY, BANKING SERVICE TO WARDS BANKING DEVELOPMENT. JOURNAL OF SHARIA ECONOMICS, 5(2), 237-255. https://doi.org/https://doi.org/10.35896/jse.v5i2.598
Section
Articles
