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All Journal Journal of Business & Banking Seminar Nasional Ilmu Terapan
Abu Amar Fauzi
STIE Perbanas Surabaya
Civil Engineering, Building, Construction & Architecture Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Languange, Linguistic, Communication & Media

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Mengukur pengaruh kualitas layanan model CARTER terhadap kepuasan nasabah perbankan syariah Indonesia Abu Amar Fauzi
Journal of Business & Banking Vol 6, No 2 (2016): November 2016 - April 2017
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v6i2.718

Abstract

Sharia banking in Indonesia continues to grow from year to year and there are currently 12 sharia commercial banks and 22 sharia business units of conventional banks. However, the market share of sharia banking is still less than 5% of the market share of conventional banking. This phenomenon proves that the existence of sharia banking on a dual banking system that runs in Indonesia is still a shadow of conventional banking. By using a CARTER model consisting of the dimensions of compliance, assurance, reliability, tangible, empathy, and responsiveness, this research is directed to explore the perception of customers to service quality dan its influence on customer satisfaction of sharia banking in Indonesia. Structural Equation Model (SEM) based on nonlinear regression techniques partial least square (PLS) on WarpPLS 5.0 is used to analyze the data obtained from a survey of 97 customers of Bank Muamalat Indonesia in Surabaya. These results indicate that the service quality of sharia bank has a significant relationship with customer satisfaction. Empathy has the most powerful influence on customer satisfaction of sharia bank. Yet, compliance becomes the lowest dimension of service quality that affects customer satisfaction in Indonesia sharia banks.
DETERMINAN KUALITAS WEBSITE PADA PERUSAHAAN SKALA KECIL DAN MENENGAH Tatik Suryani; Abu Amar Fauzi; Mochamad Nurhadi
Seminar Nasional Ilmu Terapan Vol 1 No 1 (2019): SNITER 2019
Publisher : Universitas Widya Kartika

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (431.946 KB)

Abstract

Kualitas website berperan penting dalam mempengaruhi efektivitas komunikasi pemasaran produk Usaha Kecil dan Menengah (UKM). Meskipun website berperan penting, namun masih sedikit penelitian yang mengkaji tentang kualitas website perusahan dalam konteks UKM di Indonesia. Penelitian ini bertujuan untuk mengeksplorasi penentu kualitas website UKM yang dilakukan dengan menggunakan metode campuran (kualitatif dan kuantitatif). Penelitian melibatkan 32 pelanggan pembelanja berat online produk UKM yang dipilih secara purposive, dan 8 UKM yang dalam pemasarannya banyak menggunakan website serta 5 pakar (pengelola website dan akademisi) dilibatkan dalam Focus Group Discussion untuk memvalidasi hasil. Hasil analisis dengan menggunakan Smart PLS menunjukkan berturut-turut dari dimensi yang paling dominan dalam menentukan kualitas website adalah: E-Service, Kualitas Gambar, Kualitas Informasi, dan Kualitas Sistem. Dimensi E-Service Recovery, E-Servive Efficiency, Availabilitas sistem, Contact, Fullfillment,ketanggapan, dan Privacy.
Co-Authors Mochamad Nurhadi Tatik Suryani