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All Journal Al-Iqtishad : Jurnal Ilmu Ekonomi Syariah (Journal of Islamic Economics)
S. Suryani
STAIN Malikussaleh Lhokseumawe
Religion Economics, Econometrics & Finance Social Sciences

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Analisis Faktor Kualitas Pelayanan di Bank Syariah (Studi Pada PT Bank Muamalat Indonesia) S. Suryani
Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah Vol 6, No 2: July 2014
Publisher : Faculty of Shariah and Law, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (113.305 KB) | DOI: 10.15408/aiq.v6i2.1233

Abstract

Factor Analysis on Services Quality in Islamic Bank (Study at PT Bank Muamalat Indonesia). The aim of this study is to determine and identify the factors forming quality of service in PT. Bank Muamalat Indonesia, Tbk Branch Medan. Instruments of research use questionnaires and factor analysis. This research is quantitative research using survey methods. The sample method that used in this research is accidental sampling. The reliability and validity test shown that 13 question had been fulfilled the reliability and validity requirements. From the extraction gives three factors. Factor 1 explained 45,299%, factor 2 explained 12,819%, and factor 3 explained 8,904%. The results show that quality of communication is dominant factor to explain service quality. Then product innovation and physical aspects  DOI:10.15408/aiq.v6i2.1233
A Developing Model Of Relationship Among Service Quality, Consumer Satisfaction, Loyalty and Word of Mouth In Islamic Banking S. Suryani; Hendryadi Hendryadi
Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah Vol 7, No 1: January 2015
Publisher : Faculty of Shariah and Law, UIN Syarif Hidayatullah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (501.025 KB) | DOI: 10.15408/aiq.v7i1.1357

Abstract

This  research  aims  to  develop  a  measurement  tool  of  service  quality  in  Islamic banking sector, and examine its relationship among satisfaction, word of mouth (WOM),  and  consumer  loyalty.  A  convenience  sampling  of  235  respondents collected  from  seven  locations  in  the  Lhokseumawe,  Aceh.  Partial  least  square -structural equation modeling- (PLS-SEM) was used to test the research hypotheses. The results revealed that the quality of service has four dimensions, they are: service portfolio and assurance/SPA, tangibles/TAN, reliability of communication/COM, and Islamic values/IVA. The PLS-SEM results suggest that SPA and COM are dominant factors affecting satisfaction, and satisfaction were significantly related to WOM and loyalty. Loyalty also positively and significantly related to WOM.DOI:10.15408/aiq.v7i1.1357
Co-Authors Hendryadi Hendryadi