Customer Perception of Islamic Bank Products (Case Study of Islamic Bank "X")

Meilani, Any and Hadziq, M. Fuad (2018) Customer Perception of Islamic Bank Products (Case Study of Islamic Bank "X"). In: The Internasional seminar on business economic social science and technology (ISBEST), 5 Desember 2018, Jakarta.

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Abstract

The purpose of research is to analyze the level of customer perceptions of the product of Islamic Bank "X". The research location is three areas of the biggest of customer Islamic Bank "X". There are Surabaya, Bandung and Jakarta. The research sample are 180 people from each region and 60 people based on accidental sampling. The data collection is questionnaires. The questionnaire consists of profiles and customer perceptions of the "X" Islamic Bank product. Profiles consist of: gender, Job, religion, and education. The perception indicator uses a Likert scale of 4 points (1, Strongly Disagree; 2, Disagree; 3, Agree; and 4, Strongly Agree) which consists of 14 attributes. The level of perception of Islamic bank products was analyzed by the method of Importance Performance (IPA) and Customer Satisfaction Index (CSI). The results of the study are: 1) Based on IPA, access and popular attributes are the top priority for the Syariah Bank "X" so that satisfaction can be achieved due to good attributes, while Islamic Bank "X" has not provided services that meet customer expectations, and 2) . The results of CSI calculations show that the perception of the Islamic Bank "X" is very satisfied with the products offered by the Islamic Bank "X".

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