FACTORS INFLUENCING CUSTOMER SATISFACTION IN ISLAMIC BANKS OF INDONESIA

Abstract

Islamic Banking is becoming more popular and has been used by many people, including Indonesian. This thesis aims to analyze the influence of service quality and customer perceived value towards customer satisfaction of Islamic Bank in Indonesia. Data for this thesis were collected from 117 customer of Islamic Bank in Indonesia. Quantitative methodology was adopted in which the acquired data were analyzed using multiple linear regression analysis and other statistics to ensure that the results and conclusions drawn later on are valid and true to the reality. The findings discovered that both service quality and customer perceived value has positive influence towards customer satisfaction. Further, it is found that the findings also suggested that these variables simultaneously have a significant influence with adjusted R Square of 0.883, which implies that 88.3% of customer satisfaction is explained by service quality and customer perceived value. This thesis provides useful insights for the Islamic bank and its user in Indonesia that hopefully are considered to be implemented into their marketing strategies.