TY  - JOUR
T1  - Determinant Factors Toward Customer’s Satisfaction:
The Case of Sharia Banking in Indonesia
AU - Hejazziey, Djawahir AU - Maman, Ujang 
JO  - Journal of Engineering and Applied Sciences
VL  - 13
IS  - 2
SP  - 422
EP  - 429
PY  - 2018
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2018.422.429
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2018.422.429
KW  - Customer satisfaction
KW  -service quality
KW  -university students
KW  -competition
KW  -conventional
KW  -extending
AB  - The Sharia Banking (SB) in Indonesia is in a strong competition with the conventional as well as the
SB itself. The customer satisfaction is the “main gun” to extend and maintain the market. The research aims to
explore the dimensions of service quality which is determinant toward customer satisfaction. Data collecting
was conducted from July to September 2016 from five state Islamic University students in Java who were found
accidently in transaction process in SB. Based on Likert scale and the regression analysis, the research revealed
that the empathy is the most significant factor to fulfil the customer’s complacency which is followed by
assurance and responsiveness as a second grade of significance. The third grade is tangibility and reliability.
The extending of ability to perform the empathy service should be a major policy of the SB in Indonesia.
ER  -