Improving the Quality of Services in Sharia Banks Using the Servqual Method and Digitalization Dimensions

EasyChair Preprint 8237

Abstract

The current digitalization of the banking sector continues to experience massive and innovative developments because to be able to compete with other competitors, a bank is required to have an advantage with the technology used in addition to efficiency, a bank that has digital services can make it easier for customers to transact and become more flexible. The purpose of this study is to determine the dimensions and attributes used to measure the quality of service at BSI KCP Banjar, and how the quality of service at BSI is. The 5 attributes that have the biggest gap are no loan interest, vehicle parking facilities, no savings interest, pleasant service (fast service time) and the management team has extensive knowledge. Based on the IPA graph, the attributes that fall into quadrant 1 that should receive special attention are attributes 3,4, and 19. Investing in digitalization in banks is indeed the right decision in the 21st century. However, as a bank that has specific principles in its activities, it is necessary to develop compliance.

Keyphrases: Digitization, Quality, SERVQUAL

@booklet{EasyChair:8237,
  author    = {Lutfie Hidayatullah and Novandra Rhezza Pratama and Farizal},
  title     = {Improving the Quality of Services in Sharia Banks Using the Servqual Method and Digitalization Dimensions},
  howpublished = {EasyChair Preprint 8237},
  year      = {EasyChair, 2022}}