Service Quality and Non-Muslim Satisfaction Using Sharia Bank Products and Services

Abstract

Some studies show that religious belief does not take effect affecting consumer using sharia bank products and services. This research has implemented six dimensions of Othman and Owen which modified five dimensions of Parasuraman with adding compliance dimension. The six dimensions of Othman & Owen are known as CARTER (compliance, assurance, reliability, tangible, empathy, and responsiveness). The research purpose is to analyze compliance, assurance, reliability, tangible, empathy, and responsiveness effect on non-Muslim customer satisfaction on sharia bank products and services at Manado Sulawesi Utara partially or simultaneously. The data was gathered with questionnaire instruments of 70 respondents, measured with five Likert scale five dots. The research result shows compliance, assurance, reliability, tangible, empathy, and responsiveness has significant effect on customer satisfaction. Responsive has most strong effect and compliance is the weakest. Keywords: Sharia Bank, non-Muslim, quality service, customer satisfaction, Manado

Key determinants of attitudes towards Islamic banks: An exploratory study among Islamic university students

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Why are Customers Still Lolay to Islamic Banks?

“…In Islam, labor is regarded as a kind of worship. The Prophet said: -Whoever is found falling asleep at night because he was tired all day at work, Allah will forgive his sins.‖ The Prophet also said: that Allah is pleased to see someone's work completed at the team level (Mamuaya, 2018), word -itqan‖ means preparing and providing something in terms of knowledge and art to provide the best results or doing everything with high quality. Because service quality has a direct correlation to expenses, revenues, customer satisfaction, customer recall, and positive customer feedback, it is crucial in Islamic banking (Sari & Adinugraha, 2021).…”