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Sharia Banking Image in East Java Indonesia: Reviewed from Service Quality, Product Quality, and Customer Value

Author

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  • Feliks Panjaitan

    (Faculty of Economics and Business, University 17 August 1945, Surabaya, Indonesia)

Abstract

The research objective was to find clarity about the effect of service quality, product quality, customer value and the image of Islamic banking in East Java. The research approach is quantitative, explanatory. The population of this study is Islamic banking customers in East Java. The research sample was 270 respondents and the sampling method used a purposive method. The analysis technique uses structural equation modeling with the warp PLS analysis tool. The results showed clarity that: Service quality affects customer value, and does not affect the banking image. Product quality has an effect on customer value and banking image. Customer value influences the banking image. Therefore, Islamic banking management should innovate and create services that are Islamic in nature and that are different from those of conventional banks.

Suggested Citation

  • Feliks Panjaitan, 2019. "Sharia Banking Image in East Java Indonesia: Reviewed from Service Quality, Product Quality, and Customer Value," International Review of Management and Marketing, Econjournals, vol. 9(5), pages 17-22.
    • Handle: RePEc:eco:journ3:2019-05-3
    as

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    More about this item

    Keywords

    Service Quality; Product Quality; Customer Value; Banking Image;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • E23 - Macroeconomics and Monetary Economics - - Consumption, Saving, Production, Employment, and Investment - - - Production

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