IPA (IMPORTANCE PERFORMANCE ANALYSIS) AND CSI (CUSTOMER SATISFACTION INDEX) METHODS IN MEASURING THE QUALITY OF BANK SERVICES: EMPIRICAL EVIDENCE FROM BANK MUAMALAT MANADO BRANCH OFFICE
DOI:
https://doi.org/10.26418/tijdessa.v3i1.23Keywords:
CSI (customer satisfaction index methods), IPA (importance-performance analysis), Service qualityAbstract
The quality of services in Islamic banking in minority areas greatly affects its ability to survive. This study aims to analyze the service quality of Bank Muamalat in Manado using the IPA (importance-performance analysis) and CSI (customer satisfaction index method) methods. The data sources in this study were Bank Muamalat Manado customers with a population of 2,000 customers and a sample of 95 Bank Muamalat Manado customers in 2018/2019 using data collection techniques through observation and questionnaires. The method used is a descriptive quantitative method, Cartesian interest-performance analysis using the Kolmogrov-Smirnov technique, and this data is processed using SPSS version 25. The results of this study indicate that the service quality at Bank Muamalat KC Manado is "very good ". The results of the analysis using the coefficient of determination (R2) show the coefficient between the variables X (service quality) and Y (customer satisfaction) and the Katresius analysis diagram, which has four quadrants and mostly appears in quadrant II (maintaining achievement) which means the attributes in the Quadrant is considered very important by customers, and the service is very satisfying, so the company must maintain its performance. On the other hand, Y (customer satisfaction) obtained results from CSI (customer satisfaction index) of 99.28%, and this shows that the performance of Bank Muamalat KC Manado has reached customer expectations.
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