Islamic Bank Service Quality and Trust: Study on Islamic Bank in Makassar Indonesia

Irwan Misbach, Surachman -, Djumilah Hadiwidjojo, Armanu -

Abstract


Main theme that is always to be a hot topic for the management of Islamic banking is how to find an appropriate
way to expand its market Islamic banking. Current market contribution of Islamic banking is only around 2% of
the total national banking and only 1.6% of Muslims in Indonesia who use Islamic banks for their transactions
and investment. It showed that customers have low interest on Islamic bank. Objectives of this research were to
analyze the influence of service quality of Islamic bank on customer satisfaction and trust. Survey on 130
respondents in the city of Makassar, Indonesia was conducted to collect information to explore the relationship
between customer perception of the service quality of Islamic bank, satisfaction and trust. Accidental sampling
was used to select the respondents with criteria of not an employee of the bank, have transaction of more than
once per month and use more than one product and service of the Islamic banking. The Structural Equation
Model (SEM) is used to analyze the direct and indirect relationship between Islamic bank service quality,
satisfaction and trust. The findings of this research were that service quality of Islamic bank had significantly of
influence on customers’ satisfaction and then on their trust. Responsiveness of Islamic bank service was as the
strongest attraction for customers to the Islamic bank. On the other hand, compliance was as the weakest
attraction to the Islamic bank. Customers’ satisfaction played an important role to support service quality of
Islamic bank in influencing trust.

Full Text: PDF DOI: 10.5539/ijbm.v8n5p48

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International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

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