The Influence of Service Quality in Islamic Bank Towards Customer Satisfaction (Study - Bank Muamlat Indonesia, Bandung)
HAMZAH ROMZUL QURANI
Informasi Umum
Kode
15.04.652
Klasifikasi
658.812 - Customer relationships, Claims, Complaints, Returns, Servicing of products
Jenis
Karya Ilmiah - Skripsi (S1) - Reference
Subjek
Marketing Services
Dilihat
310 kali
Informasi Lainnya
Abstraksi
Abstract
This study explores the elements of service quality dimension that first developed by Parasuraman, (1985) and its influence toward customer satisfaction. In this research, the author added one variable (Compliance) despite using original 5 dimensions (Tangible, Empathy, Reliability, Responsiveness and Assurance). The author uses this new dimension (CARTER) due to the fact that the original dimension was obsolete in the author opinion. The additional variable, which is compliance, is related with culture and industry of the research object and location. Author has chosen Islamic Banking industry as the research object. It was because service quality research barely used in this industry.
Keyword: Service Quality, Customer Satisfaction, Islamic Banking
Koleksi & Sirkulasi
Tersedia 1 dari total 1 Koleksi
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Pengarang
| Nama | HAMZAH ROMZUL QURANI |
| Jenis | Perorangan |
| Penyunting | tjahyono Djatmiko |
| Penerjemah |
Penerbit
| Nama | Universitas Telkom |
| Kota | |
| Tahun | 2015 |
Sirkulasi
| Harga sewa | IDR 0,00 |
| Denda harian | IDR 0,00 |
| Jenis | Non-Sirkulasi |
