Article Sidebar

Download
Download Article

Main Article Content

Abstract

This study measures customer satisfaction with service at the PT Bank Syariah Indonesia, Tbk, Dumai Branch Office. Service quality and customer satisfaction are two key research indicators. The author employs a qualitative descriptive research approach. The use of qualitative data characterizes qualitative descriptive research. Qualitative descriptive data analysis is frequently used to examine social events, phenomena, or circumstances. The findings of this study show that Bank Syariah Indonesia's Tellers and Customer Service actively assist customers in carrying out services and transactions at the bank. Bank personnel do anything consumers want when they want to open an account, send money, or save money. Islamic banking must demonstrate developments in the growth of its business lines to recognize the issues faced by national Islamic banking, which aspires to increase banking swiftly.

Keywords

Customer Satisfaction Service Customer Service Teller

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

How to Cite
Lastri, N., Hartutik, D., Musdiana, A. D., & Suherman, S. (2025). Optimizing Service Delivery for Customer Satisfaction: Qualitative Study from PT. Bank Syariah Indonesia, Tbk Dumai Branch Office, Indonesia. Golden Ratio of Marketing and Applied Psychology of Business, 5(2), 379–385. https://doi.org/10.52970/grmapb.v5i2.975
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Afrizal, D., Erlianti, D., Hijeriah, E.-M., Hafrida, L., & Luthfi, A. (2024). Unlocking E-Government Success: Key Factors Driving E-Absence Adoption in Public Sector. JAKPP (Jurnal Analisis Kebijakan Dan Pelayanan Publik), 10(2), 181–194. https://doi.org/https://doi.org/10.31947/jakpp.v10i2.34975
  2. Afrizal, D., Luthfi, A., Bin Wallang, M., Hildawati, H., & Ekareesakul, K. (2024). Citizens' Intention to Use E-Government Services in Local Government by Integrating UTAUT, TPB, and TAM Model. Journal of Local Government Issues (LOGOS), 7(2), 129–143. https://doi.org/10.22219/logos.v7i2.32437
  3. Alfianto Anugrah Ilahi, A., & Arifuddin, A. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah. Amsir Bunga Rampai Journal, 1(1).
  4. Andrini, R. (2020). Pelayanan Bank Syariah Serta Pengaruhnya Terhadap Minat Mahasiswa (Studi Pada Mahasiswa Fakultas Syariah Dan Hukum UIN Suska Riau). Jurnal Tabarru’ : Islamic Banking and Finance, 3(1).
  5. Andriyani, M., & Ardianto, E. R. (2020). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(02), 133–140. https://doi.org/10.37366/ekomabis.v1i02.73
  6. Azkiya, B. M., Tanjung, H., & Gustiawati, S. (2022). Pengaruh Kinerja Karyawan, Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Nasabah Bank Syariah Indonesia: Studi Riset Bank Syariah Indonesia KCP Citeureup 1. Jurnal Kajian Ekonomi & Bisnis Islam (El-Mal), 5(1).
  7. C.R. Kothari. (2004). Research Methodology: Methods and techniques (2nd ed.). New Age International (P) Limited Publishers.
  8. Evalin, Z. Z., Sukartaatmadja, I., & Mulyadi, M. N. (2021). Analisis Peran Kinerja Customer Service Dan Teller Terhadap Kepuasan Nasabah Bank (Survey Pada Nasabah Bank BJB Kantor Cabang Leuwiliang Bogor). Jurnal Ilmiah Manajemen Kesatuan, 9(2), 151–160. https://doi.org/10.37641/jimkes.v9i2.767
  9. Garbo, A., & Latifah, H. R. (2024). Optimasi Pelayanan Nasabah Bank Syariah Indonesia Melalui Penggunaan Kecerdasan Buatan. Jurnal Ekonomi Dan Perbankan Syariah (Jurnal Masharif al-Syariah:), 9(2), 846–862. https://doi.org/10.30651/jms.v9i2.22128
  10. Harahap, Z. (2020). Pengaruh Pelayanan M-Banking Terhadap Kepuasan Nasabah Pada Bank Syariah Mandiri Kota Prabumulih. Jurnal Pemikiran Dan Pengembangan Perbankan Syariah:ISLAMIC BANKING, 6(1). https://doi.org/10.36908/isbank
  11. Huberman, A. M., & Miles, M. B. (2002). The qualitative researcher's companion. Sage.
  12. Kholiza, S. N., & Hidayatullah, M. A. (2024). Persepsi nasabah tentang kepuasan dan loyalitas terhadap kualitas layanan di BMT Sukosari. Jurnal Sosial Ekonomi Dan Humaniora, 10(1), 99–108. https://doi.org/10.29303/jseh.v10i1.424
  13. Kotler, P. dan Amstrong, G. (2014). Principles of Marketin, 12th Edition, Jilid 1 Terjemahan Bob Sabran. Erlangga.
  14. Moenir. (2006). Manajemen Pelayanan Umum di Indonesia. Bumi Akasara.
  15. Monica, C., & Marlius, D. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Nagari. JURNAL PUNDI, 7(1), 53–62. https://doi.org/10.31575/jp.v7i1.465
  16. Pambudi, T. W. S., & Soliha, E. (2022). Pengaruh Kualitas Layanan, Citra Bank, Dan Kepercayaan Terhadap Kepuasan Nasabah Bank. Jurnal Ilmiah Akuntansi Dan Keuangan (Fair Value), 4(3).
  17. Perdana, R. W., & Fahrullah, A. (2020a). Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Bank Syariah Bukopin KCP Gresik. Jurnal Ekonomika Dan Bisnis Islam, 3(3), 188–197. https://journal.unesa.ac.id/index.php/jei
  18. Perdana, R. W., & Fahrullah, A. (2020b). Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Bank Syariah Bukopin Kcp Gresik. In Jurnal Ekonomika dan Bisnis Islam (Vol. 3, Issue 3). https://journal.unesa.ac.id/index.php/jei
  19. Prijanto, B., Pulung, R. F., & Sari, A. R. (2021). Analisis Perbandingan Kualitas Pelayanan Bank Syariah Dengan Bank Konvensional Di Kota Depok Menggunakan Carter Model. Jurnal Tabarru’ : Islamic Banking and Finance, 4(1), 2021.
  20. Setiawan, Z., Hildawati, H., Sanulita, H., Afrizal, D., Ibrahim, S. M., Susanto, A., Indahyani, T., Adiwijaya, S., Laka, L., Ansor, M., Andari, S., Putra, M. F. M., Martawijaya, A. P., & Judijanto, L. (2024). Methodologi Dan Teknik Penulisan Ilmiah. PT. Sonpedia Publishing Indonesia.
  21. Sugiyono. (2012). Metode Penelitian Bisnis. Alfabeta.
  22. Tjiptono, F. (2011). Manajemen Jasa. Andi Offset.