Service Quality Design: Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Perbankan Syariah Melalui Analisis GAP

Authors

  • Nungky Cahyani Universitas Siliwangi
  • Risa Ariesta Dewi Universitas Siliwangi
  • Febi Yani Arimbi Universitas Siliwangi

DOI:

https://doi.org/10.59580/iesbir.v2i2.5930

Abstract

Kualitas pelayanan merupakan suatu hal yang sangat penting bagi perusahaan karena apabila kualitas pelayanan memuaskan maka akan timbul rasa keinginan yang diharapkan tercapai sehingga muncul perasan puas akan produk atau jasa tersebut. kinerja pegawai merupakan prestasi kerja, yakni perbandingan antara hasil kerja yang dapat dilihat secara nyata dengan standar kerja yang telah ditetapkan organisasi. Penelitian ini bertujuan untuk mengetahui selisih antara tingkat kepuasan antar pegawai perbankan syariah dari persfektif nasabah. Sumber data yang digunakan yaitu data sekunder yang didapatkan melalui buku-buku, jurnal, referensi lain yang mendukung penelitian ini. Hasil dari penelitian ini menunjukan bahwa kualitas pelayanan di perbankan syariah masih rendah. Ketidakpuasan ini mencakup indikator assurance, tangible, empathy, responsiveness.

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Published

2023-09-11

How to Cite

Nungky Cahyani, Risa Ariesta Dewi, & Febi Yani Arimbi. (2023). Service Quality Design: Analisis Kepuasan Nasabah Terhadap Kualitas Pelayanan Perbankan Syariah Melalui Analisis GAP. Islamic Economics and Business Review, 2(2). https://doi.org/10.59580/iesbir.v2i2.5930

Issue

Vol. 2 No. 2 (2023): IESBIR, August 2023

Section

Artikel

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Copyright (c) 2023 Nungky Cahyani, Risa Ariesta Dewi, Febi Yani Arimbi

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Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.