Customer Satisfaction Analysis of Sharia Services Quality at Surya Mart Ponorogo

(Case Study at Surya Mart Ponorogo Indonesia)

DOI: https://doi.org/10.13135/2421-2172/5489
Keywords: Customer Satisfaction, Performance, Sharia Service Quality

Abstract

This study aims to evaluate the level of satisfaction and service quality through CSI and IPA. The type of this study is quantitative approach under case study at Surya Mart Ponorogo Indonesia. The sample was 125 respondents. The variables of this study used sharia service quality and customer satisfaction composed of six dimensions: (1) compliance with Islamic law, (2) assurance, (3) reliability, (4) tangibility, (5) empathy, and (6) responsiveness, and each dimension has three statement attributes. Data were analyzed using Importance Performance Analysis (IPA), Cartesius Diagram, and Customer Satisfaction Index (CSI). The findings of this study are, firstly, the results of the IPA.  The second finding is that the top priority attribute (indicated in Quadrant A of the Cartesian diagram) is sharia service quality. The third is a 75.2% value for customer satisfaction with the quality of sharia services at Surya Mart Supermarket Ponorogo, Indonesia, under CSI analysis, indicating that customers do feel satisfied enough. 

Author Biographies

Shinta Maharani, The state of Islamic Studies Ponorogo
Faculty of Economics and Islamic Business
Asmak Ab Rahman, University of Malaya

Department of Shariah and Economics
Academy of Islamic Studies

Arif Dwi Septian, The State Institute of Islamic Studies Ponorogo

Postgraduate of Sharia Economics

Published
2021-04-30
How to Cite
Maharani, S., Rahman, A. A., & Septian, A. D. (2021). Customer Satisfaction Analysis of Sharia Services Quality at Surya Mart Ponorogo: (Case Study at Surya Mart Ponorogo Indonesia). European Journal of Islamic Finance, (17). https://doi.org/10.13135/2421-2172/5489
Issue
No. 17 (2021): EJIF - European Journal of Islamic Finance, 17, 2021
Section
Articoli

Copyright (c) 2021 Shinta Maharani, Asmak Ab Rahman, Arif Dwi Septian

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