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All Journal Global Review of Islamic Economics and Business
Ahmad Syarif
Institut Agama Islam Negeri Samarinda
Economics, Econometrics & Finance

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The Measurement of Customer Satisfaction Index with Method of Importance-Performance and Gap Analysis Ahmad Syarif
Global Review of Islamic Economics and Business Vol 7, No 2 (2019)
Publisher : Faculty of Islamic Economics and Business, State Islamic University Sunan Kalijaga

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (377.555 KB) | DOI: 10.14421/grieb.2019.072-01

Abstract

Customer satisfaction was the most talked topics in the service industry. Customer satisfaction is the main priority of the success of management of banking.  Banking was always innovating and training human resources in order to reduce the needs of customers. Researchers analyze whether the Bank's service is in compliance with the hopes of the customer. Research conducted at the Bank Syariah Mandiri Samarinda. This research utilized 450 respondents as samples and a Cartesian diagram as performance level. The result obtained (1) the existence of a cash machine were the important factors but management had not been fullest implement according to the wishes of the customer, (2) generally, the client was very satisfied over Bank Syariah Mandiri services, the average customer satisfaction above BSM performance with 97.36%.
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