Abstract
The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.
Highlights
In terms of service providers, Islamic banking is different from conventional banking
This is very beneficial for the company, because through satisfying customer needs, customers will not look to other companies. This can be seen from the results of the study that there is a relationship between service quality and customer satisfaction. It can be seen from the results of SEM analysis that it can be seen that service quality has a significant effect on customer satisfaction
To be able to win the competition, the company has begun to focus on increasing customer satisfaction. This can be seen from the results of the study that there is a relationship between product quality and customer satisfaction. It can be seen from the results of SEM analysis that it can be seen that product quality has a significant effect on customer satisfaction
Summary
In terms of service providers, Islamic banking is different from conventional banking. The fundamental difference between Islamic banks and conventional banks lies in the practice of running their business, where operations are based on sharia principles, and this principle is the high attraction for customers to take advantage of Islamic banking services. Islamic banks participate in channeling public funds and channeling them to the real sector with a combination of products offered in accordance with sharia [1]. According to Ngatmo [2], one of the factors that influence customer satisfaction is the customer's perception of service quality. Apart from being influenced by service quality, is determined by product quality, value, price and other personal and instantaneous factors. Service quality in banking is one of the factors that influence customer satisfaction. Banks are required to improve the quality of services
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