THE SERVICE QUALITY DRIVERS OF CUSTOMER EXPERIENCE THE CASE OF ISLAMIC BANKS IN INDONESIA

Authors

  • Nuri Wulandari Indonesia Banking School
  • Andi Novianti Maharani Indonesia Banking School

Keywords:

service quality, experience, customer satisfaction, customer loyalty.

Abstract

Service quality become a focus by all company, including banks, to maintain its customer. Improving service quality is crucial for banks to deliver an outstanding customer experience. It is believed that customer satisfaction can be achieved only if customer experienced service that meet or beyond their expectation. Nevertheless, it is uncertain which aspects of service quality that we need to focus on.  This study examines service quality from four aspects such as operative aspect, physical aspect, new technologies and human aspect. Using quantitative survey method and convenience sampling 145 Islamic bank customer in Indonesia, it analyzes the result PLS-SEM analysis with SmartPLS 3.0 software. The study concluded that operative aspect and new technologies have significant contribution customer. In addition, customer experience is found to be able to create customer satisfaction and customer loyalty in Islamic banking context.

Author Biographies

Nuri Wulandari, Indonesia Banking School

Dr.Nuri Wulandari is an assistant professor in Indonesia Banking School. She earned her degrees from University of Indonesia and Birmingham University. Her research interest includes marketing experience and consumer behaviour  in banking and tourism industry.

Andi Novianti Maharani, Indonesia Banking School

Andi Novianti Maharani is a professional working in banking industry. She has a master degree from Indonesia Banking School. Her interest is researching marketing topic in Islamic Banking related cases.

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Additional Files

Published

30.05.2018

Issue

Vol. 7 No. 2 (2018)

Section

Management, Marketing and Business Administration

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