Main Article Content

Abstract

This research aims to determine the correspondence between expectations and realization in financial services based on the dimensions of services provided at Sharia Commercial Banks and this research was specifically carried out at Bank Syariah Indonesia Kualasimpang City Branch Office. The data used is primary data sourced from 100 research respondents at Bank Syariah Indonesia Kualasimpang City Branch Office. The data analysis method uses quantitative methods with difference test analysis and Cartesian diagrams. The research results showed that there was a difference between expectations or in this case the customer's expectations and the realization or in this case the performance of the Indonesian Syariah Bank Kualasimpang City Branch Office with a value of 405,000>403.4211. Based on the Cartesian diagram, it is known that the customer's expectations and the bank's realization (performance) are in quadrant III and quadrant IV. In quadrant III, it can be seen that it contains factors that are considered less important by customers and in fact their performance is not very special. Then in quadrant II, there are factors that are considered important by customers and are in accordance with what they feel so that the level of satisfaction is relatively higher. Therefore, the attributes included in this quadrant must be maintained.

Keywords

Expectations Realizatio Services Indonesian Sharia Bank

Article Details

How to Cite
Noviana, N., Fuad, M., & Setianingsih, D. (2023). Analysis of Conformity Between Expectations and Realization in Sharia Bank’ Financial Services in Aceh Tamiang District. Fin Sinergy: Jurnal Manajemen Keuangan, 1(2), 116-125. https://doi.org/10.56457/fin.v1i2.474

References

  1. Afriyuni, W., Rahmiati, & Linda, M. R. (2019). Analisis Kualitas Pelayanan dengan Menggunakan Metode Fuzzy-Servqual pada Kantor Pos Pusat Kota Padang. EcoGen, 2(1), 18-26. http://dx.doi.org/10.24036/jmpe.v2i1.6094.
  2. Atikah, A., & Mulyono, D. (2021). Pengaruh Kualitas Jasa dan Harga terhadap Kepuasan Pelanggan Cengkareng Golf Club. Bussman Journal: Indonesian Journal of Business and Management, 1(1), 22-33. https://doi.org/10.53363/buss.v1i1.3.
  3. Bank BSI. (2022). Tanggapan bank Syariah Indonesia atas Keluhan bapak Saifuddin. www.mediakonsumen.com, edisi 13 Juni 2022. https://mediakonsumen.com/2022/06/13/tanggapan/tanggapan-bank-syariah-indonesia-atas-keluhan-bapak-saifuddin.
  4. Diyanawati. (2019). Kesesuaian Harapan Dengan Kenyataan Kualitas pada Pelayanan di Klinik Mata Rumah Sakit Syarif Hidayatullah. Tesis. Magister Administrasi RS, Universitas Esa Unggul.
  5. Gayatri, I. A. M., & Damarsiwi, E. (2021). Pengaruh Kualitas Jasa dan Kepercayaan terhadap Loyalitas Nasabah Pegadaian (Studi Kasus Upc Sawah Lebar). EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 9(1), 29-38. https://doi.org/10.37676/ekombis.v9i1.1219.
  6. Ghozali, I. (2019). Aplikasi Multivariate dengan SPSS. Semarang: BP Undip.
  7. Hayati, I. (2019). Pengaruh Dimensi Kualitas Jasa terhadap Kepuasan Nasabah(Studi Kasus pada Bank Syariah Mandiri Kantor Cabang Pembantu Padang Bulan Medan). Aghniya: Jurnal Ekonomi Islam, 1(2), 234-250. https://doi.org/10.30596/aghniya.v1i2.3188.
  8. Meutia, R., & Andiny, P. (2019). Pengaruh Kualitas Pelayanan dan Lokasi terhadap Kepuasan Pasien Puskesmas Langsa Lama. Jurnal Niagawan, 8(2), 121-130. https://doi.org/10.24114/niaga.v8i2.14261.
  9. Nafisa, J., & Sukresna, I. M. (2018). Analisis Pengaruh Kualitas Layanan, harapan Kinerja dan Citra Perusahaan terhadap Loyalitas Pelanggan Melalui Kepuasan sebagai Variabel Intervening (Studi pada Rumah Sakit Islam Sultan Agung Semarang). Diponegoro Journal of Management, 7(3), 1-7. https://ejournal3.undip.ac.id/index.php/djom/article/view/22339/20489.
  10. Noor, J. (2019). Analisis Data. Jakarta: PT. RajaGgrafindo Persada.
  11. Sartika Y., Tonich, R., & Alexandro, R. (2019). Pengaruh Kualitas Jasa Pelayanan terhadap Kepuasan Konsumen pada Toko Cahaya di Kecamatan Laung Tuhup Kabupaten Murung Raya. Jurnal Pendidikan dan Ilmu Pengetahuan Sosial, 11(2), 296-301. http://dx.doi.org/10.37304/jp-ips.v11i02.514.
  12. Sugiyono. (2018). Statistik untuk Penelitian. Bandung: Alfabeta.
  13. Sujarweni, V. W. (2015). Metodologi Penelitian Bisnis dan Ekonomi. Yogyakarta: Pustaka Utama.
  14. Suliyanto. (2019). Metode Penelitian. Yogyakarta: Andi.
  15. Susanti, I. (2021, May). Education System in Financial Life Skills (FLS) Training-USAID YEP. In First Transnational Webinar on Adult and Continuing Education (TRACED 2020) (pp. 170-175). Atlantis Press.
  16. Tjiptono, F. (2019). Service, Quality & Satisfaction. Yogyakarta: Andi.