PERBANDINGAN KUALITAS LAYANAN BANK SYARIAH DAN BANK KONVENSIONAL (Pendekatan Model PBZ)

• Main Authors: H. Abdul Choliq, Irwan Misbach
• Format: Article
• Language: English
• Published: Universitas Merdeka Malang 2016-05-01
• Series: Jurnal Keuangan dan Perbankan
• Subjects: Service Quality, Islamic Banks, Conventional Banks
• Online Access: http://jurnal.unmer.ac.id/index.php/jkdp/article/view/157

Abstract<br />The purpose of this study was to determine differences in the customers perception of the service quality of<br />Islamic banks and conventional bank. This is done because the Islamic bank (shari’a) is a bank that is operationally<br />different from conventional banks although in some instances. They have similarities, especially in the<br />technical side. This study measured differences in the services quality provided by Islamic banks and conventional<br />banks in Makassar. The number of respondents are 200 people with accidental sampling method.<br />Testing the hypothesis in this study used a comparative test of independent t-test (independent samples). The<br />results of this study were no significant difference between the service quality Islamic banks with conventional<br />banks. The study also only measures customer perceptions about the service quality of the bank are perceived<br />and not to measure their perceptions of the service quality of expected, so it cannot be proven levels of customer<br />satisfaction.