Factors Affecting Customers’ Satisfaction and Perception: Case Study of Islamic Banks’Service Quality
| Main Authors: | Yayah Cheriyah; Department of Management, Faculty of Economics Universitas Indonesia, Widya Sulistyowati; Department of Management, Faculty of Economics Universitas Indonesia, Ade Cornelia; Department of Management, Faculty of Economics Universitas Indonesia, Viverita Viverita; Department of Management, Faculty of Economics Universitas Indonesia |
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| Format: | Article application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Management Research Center, Department of Management, Faculty of Economics and Business, U
, 2013
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| Online Access: |
http://journal.ui.ac.id/index.php/amj/article/view/1989 |
Daftar Isi:
- This study aims to investigate the perception and expectation of the Islamic bank customers on the banks’ service quality, and how these factors affect their satisfaction and their intention to buy and to use the Islamic banks products and services.This finding implies that the Islamic banks should have pay more attention to their service quality since it would have a positif influence on customer satisfaction and purchase intention.Keywords: customer satisfaction, perception, service quality, islamic bank