Meanwhile, the attributes plotted in quadrant “concentrate here” are accessible of
To the customer as needed, prompt service on financial counselling, Ability of staff in giving properĮxplanation to the customer, Ability to keep the transaction process secure, and Shariah complianceīanking products. Providing prompt service, and helpful response to customer requests, Ability in providing services The finding show that attributes plotted in quadrant “keep up the good work” are Descriptive statistics and importance performance analysis (IPA) was used to analyze The survey was carried out to acquire data from 136 Islamic Microfinance Institution in Indonesia.
The study aims to evaluate the service quality of The rapid growth of financial system in Indonesia creates an intensive competition betweenĬonventional and Islamic financial institutions. To the best of author’s knowledge, it is the first study that measuring the service quality of Islamic microfinance from customer perspective using importance-performance approach.Ī SERVICE QUALITY OF ISLAMIC MICROFINANCE IN INDONESIA: AN IMPORTANCE-PERFORMANCE ANALYSIS APPROACHĪ SERVICE QUALITY OF ISLAMIC MICROFINANCE IN INDONESIA: ANįaculty of Economics, Krisnadwipayana University Meanwhile, the attributes plotted in quadrant “concentrate here” are accessible of location of ATM, easy to access the location, ability to navigate customer to find what they intend, ability to maintain accuracy of bank statement, and ability in providing after sale services. The finding show that attributes plotted in quadrant “keep up the good work” are providing prompt service, and helpful response to customer requests, Ability in providing services to the customer as needed, prompt service on financial counselling, Ability of staff in giving proper explanation to the customer, Ability to keep the transaction process secure, and Shariah compliance banking products.
Descriptive statistics and importance performance analysis (IPA) was used to analyze the data. The survey was carried out to acquire data from 136 respondents. The study aims to evaluate the service quality of Islamic Microfinance Institution in Indonesia. The rapid growth of financial system in Indonesia creates an intensive competition between Conventional and Islamic financial institutions.