THE CAPITAL CITY OF EAST KALIMANTAN: ASSESSING CUSTOMER SERVICE QUALITY AND CUSTOMER SATISFACTION IN ISLAMIC BANKS
Abstract
The increasing number of Islamic financial institutions in Indonesia has intensified competition, particularly in the aspect of service quality to ensure customer satisfaction. This study aims to analyze the impact of customer service quality on customer satisfaction at a Sharia bank in Samarinda by applying the SERVQUAL dimensions: assurance, reliability, tangibles, empathy, and responsiveness. The research uses a quantitative descriptive method with 98 respondents selected through accidental sampling. Data were analyzed using multiple linear regression with SPSS 21. The results show that reliability, assurance, and empathy significantly influence customer satisfaction, while tangibles and responsiveness do not. Simultaneously, all SERVQUAL dimensions have a significant effect on customer satisfaction. This implies that service quality plays a crucial role in maintaining customer trust and loyalty in Islamic banking.
References
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Chandra, R. K., Rizal, R., & Firdaus, N. (2024). Pengaruh Banking Service Quality terhadap Kepuasan Nasabah pada Bank Syariah Indonesia KCP Payakumbuh. Co-Value Jurnal Ekonomi Koperasi Dan Kewirausahaan, 15(6). https://doi.org/10.59188/covalue.v15i6.4834
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Karbhari, Y., Benamraoui, A., & Fahmi Sheikh Hassan, A. (2023). Sharia boards, managerial strategies and governance practices in Islamic banks: A Goffmanesque discourse | Accounting, Auditing & Accountability Journal | Emerald Publishing. Emerald Insight. https://doi.org/10.1108/AAAJ-07-2017-3037
Khafafa, A. J., & Shafii, Z. (2013). Measuring the perceived service quality and customer satisfaction in Islamic bank windows in Libya based on structural equation modelling (SEM). Afro Eurasian Studies, 2(1–2), 56–71.
Kunwar, G. (2024). Service quality dimensions and customer satisfaction in Nepalese Banking Sector [PhD Thesis, Shanker Dev Campus]. https://elibrary.tucl.edu.np/items/f0bdf5ca-6fba-4a76-b738-946679d4e84b
Lebdaoui, H., & Chetioui, Y. (2020). CRM, service quality and organizational performance in the banking industry: A comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 38(5), 1081–1106.
M. Anwarul Islam, K., Islam, S., Mobarak Karim, Md., Shariful Haque, Md., & Sultana, T. (2023). Relationship between e-service quality dimensions and online banking customer satisfaction. Banks and Bank Systems, 18(1), 174–183. https://doi.org/10.21511/bbs.18(1).2023.15
Noviarita, H., Anggriani, J., Hilal, S., & Ekawati, E. (2024). The Impact of Service Quality and Product Attributes on Customer Satisfaction in Islamic Finance. Journal of Ecohumanism, 3(7), 4755–4774.
Oktavianty, N. A. (2023). Pengaruh Customer Service, Kualitas Pelayanan dan Efektivitas Kerja Terhadap Kepuasan Nasabah di PT. Bank Syariah Indonesia (BSI), Tbk. Kantor Cabang Pembantu 3 (KCP) Palangkaraya Provinsi Kalimantan Tengah. https://idr.uin-antasari.ac.id/25279/2/AWAL.pdf
Othman, A., & Owen, L. (2001). The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: A study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Park, J., & Lee, C. (2023). A Study on the Analysis of the Impact of Service Quality of Financial Institutions on Customer Satisfaction and Loyalty. Journal of the Korea Real Estate Management Review. https://doi.org/10.37642/jkremr.2023.28.2.
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. EPRA International Journal of Research & Development, 4(2), 38–41.
Samarinda, P. K. (2023). Sebagai Kota Mitra IKN, Pemkot Samarinda Tingkatkan Transparansi dan Akuntabilitas. Sekretariat Daerah. https://setda.samarindakota.go.id/berita/sebagai-kota-mitra-ikn-pemkot-samarinda-tingkatkan-transparansi-dan-akuntabilitas
Satria, F., & Astarini, D. (2023). PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH DIMEDIASI OLEH KEPUASAN NASABAH. Jurnal Ekonomi Trisakti, 3(1), 1911–1924. https://doi.org/10.25105/jet.v3i1.16124
Sukma, N. R., Sugianto, S., & Nurbaiti, N. (2024). The Influence of Service Quality and Customer Relationship Management on Customer Loyalty with Satisfaction as an Intervening Variable at Bank Syariah Indonesia KC Southeast Aceh. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 7(2), 2314–2341.
Vidani, J. (2024). Service Quality Dimensions in Banking: A Comprehensive Literature Review. Available at SSRN 4848171. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4848171
Wulandari, A. D., & Abdullah, A. (2025). Membangun Kepuasan Nasabah: Studi Pelayanan, Kepercayaan, dan Kenyamanan dalam Bank Syariah Digital dan Non-Digital. Al Iqtishod: Jurnal Pemikiran Dan Penelitian Ekonomi Islam, 13(1), 42–61. https://doi.org/10.37812/aliqtishod.v13i1.1758
Yahya, A. A. A., Pratama, R. C., & Farahdiansari, A. P. (2023). Analysis of Service Quality to Customer Satisfaction with CSI and Servqual Methods. Journal of Information System, Technology and Engineering, 1(4), 104–119.
Zalelawati, S., Marlita, T., & Syaifudin, S. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Syariah. Jurnal Multidisiplin Indonesia, 2(6), 1020–1026. https://doi.org/10.58344/jmi.v2i6.237
Zeithaml, V. A., & Parasuraman, A. (2004). Service Quality. Marketing Science Institute.
Abidin, Z., & Octira, M. (2024). An Analysis of Bank Syariah Indonesia digital services and features. AL-FALAH: Journal of Islamic Economics, 9(2), 77–92.
Afifah, A., & Kurniawati, N. A. (2021). Influence of service quality dimensions of Islamic banks on customer satisfaction and their impact on customer loyalty. Journal of Islamic Economic Laws, 105–136.
Ahmed, S., Islam, R., & Mohiuddin, M. (2017). Service quality, Shariah compliance and customer satisfaction of Islamic banking services in Malaysia. Turkish Journal of Islamic Economics, 4(2), 71–82.
Ahmed, S., Mohiuddin, M., Rahman, M., Tarique, K. M., & Azim, M. (2022). The impact of Islamic Shariah
compliance on customer satisfaction in Islamic banking services: Mediating role of service quality. Journal of Islamic Marketing, 13(9), 1829–1842.
Alhaji, S. B., Umaru, J. A., & Gurin, I. I. (2025). Assessing the Impact of Service Reliability and Tangibility on Customer Satisfaction: Evidence from Jaiz Bank Plc. https://www.iiardjournals.org/get/WJFIR/VOL.%209%20NO.%203%202025/Assessing%20the%20Impact%20of%20Service%20Reliability%2064-76.pdf
Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191–209.
Ansari, N., K, N., Lestari, B. C., & Arsyid, K. (2024). Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah di Bank Syariah. PESHUM : Jurnal Pendidikan, Sosial Dan Humaniora, 4(1), 1409–1415. https://doi.org/10.56799/peshum.v4i1.7224
Arofani, I. M., Maslichah, M., & Junaidi, J. (2024). THE EFFECT OF SERVICE DIGITALIZATION, SERVICE FEATURES, CUSTOMER RELATIONSHIP MANAGEMENT, AND SECURITY ON THE USE OF SYARIAH MOBILE BANKING. El-Aswaq, 5(01). https://jim.unisma.ac.id/index.php/laswq/article/view/25784
Barre, G. M., Warsame, A. A., Hussein, H. A., & Mohamed, I. I. (2023). Islamic banks’ service quality in Somalia: Customer loyalty, satisfaction, and the role of trust as a mediator. Asian Economic and Financial Review, 13(5), 320.
Chandra, R. K., Rizal, R., & Firdaus, N. (2024). Pengaruh Banking Service Quality terhadap Kepuasan Nasabah pada Bank Syariah Indonesia KCP Payakumbuh. Co-Value Jurnal Ekonomi Koperasi Dan Kewirausahaan, 15(6). https://doi.org/10.59188/covalue.v15i6.4834
Dapiah, D. (2021). Analisis Kualitas Pelayanan yang Mempengaruhi Kepuasan Nasabah Perbankan Syariah di Bank BNI Syariah KC Cirebon. Ecobankers : Journal of Economy and Banking, 2(1), 30–36.
Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam, 59–76.
Ghaazi, A. S. A., Ali, M. A., Khan, S. N., Ahmad, I., & Nawaz, S. (2024). Impact of assurance, reliance, and compliance on customer satisfaction: Insights from Islamic banks in Pakistan. Journal of Asian Development Studies, 13(1), 1044–1053.
Gupa, S. (2022). Pen\neg garuh kepatuhan syariah dan banking service quality terhadap kepuasan nasabah studi pada Bank Syariah Indonesia Kantor Cabang Palangka Raya 1 [PhD Thesis, IAIN Palangka Raya]. http://digilib.iain-palangkaraya.ac.id/5102/1/SKRIPSI%20SANANA%20GUPA%20%26%201704110179.pdf
Habibi, A., Sari, A., & Rosilawati, W. (2024). The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro). KnE Social Sciences, 57–72.
Ifedi, C., Haque, R., Senathirajah, A. R. S., & Qazi, S. Z. (2024). Service quality influence on consumer satisfaction in the banking sector aimed at sustainable growth. Revista de Gestão Social e Ambiental, 18(7), 1–30.
Jubaidi, J., Munawaroh, C., Sari, A. P., & Paraira, A. A. (2024). Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Pada Bank Syariah Indonesia Cabang Samarinda. Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI), 5(6). https://search.ebscohost.com/login.aspx?direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=26864916&AN=179005507&h=S1upMY6pXmlwY0CrLRjFbrd6kSm%2Fn5beXB%2FiL4cqFIPpekCdVP94LiMburW%2B7EGvlI4RpjFZ0ShKy866%2B05B6Q%3D%3D&crl=c
Kadir, A., Paly, M. B., & Abdullah, M. W. (2023). Customer loyalty Islamic banks in Indonesia: Service quality which mediated by satisfaction and customer trust. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(4), 7.
Karbhari, Y., Benamraoui, A., & Fahmi Sheikh Hassan, A. (2023). Sharia boards, managerial strategies and governance practices in Islamic banks: A Goffmanesque discourse | Accounting, Auditing & Accountability Journal | Emerald Publishing. Emerald Insight. https://doi.org/10.1108/AAAJ-07-2017-3037
Khafafa, A. J., & Shafii, Z. (2013). Measuring the perceived service quality and customer satisfaction in Islamic bank windows in Libya based on structural equation modelling (SEM). Afro Eurasian Studies, 2(1–2), 56–71.
Kunwar, G. (2024). Service quality dimensions and customer satisfaction in Nepalese Banking Sector [PhD Thesis, Shanker Dev Campus]. https://elibrary.tucl.edu.np/items/f0bdf5ca-6fba-4a76-b738-946679d4e84b
Lebdaoui, H., & Chetioui, Y. (2020). CRM, service quality and organizational performance in the banking industry: A comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 38(5), 1081–1106.
M. Anwarul Islam, K., Islam, S., Mobarak Karim, Md., Shariful Haque, Md., & Sultana, T. (2023). Relationship between e-service quality dimensions and online banking customer satisfaction. Banks and Bank Systems, 18(1), 174–183. https://doi.org/10.21511/bbs.18(1).2023.15
Noviarita, H., Anggriani, J., Hilal, S., & Ekawati, E. (2024). The Impact of Service Quality and Product Attributes on Customer Satisfaction in Islamic Finance. Journal of Ecohumanism, 3(7), 4755–4774.
Oktavianty, N. A. (2023). Pengaruh Customer Service, Kualitas Pelayanan dan Efektivitas Kerja Terhadap Kepuasan Nasabah di PT. Bank Syariah Indonesia (BSI), Tbk. Kantor Cabang Pembantu 3 (KCP) Palangkaraya Provinsi Kalimantan Tengah. https://idr.uin-antasari.ac.id/25279/2/AWAL.pdf
Othman, A., & Owen, L. (2001). The multi dimensionality of Carter Model to measure customer service quality (SQ) in Islamic banking industry: A study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Park, J., & Lee, C. (2023). A Study on the Analysis of the Impact of Service Quality of Financial Institutions on Customer Satisfaction and Loyalty. Journal of the Korea Real Estate Management Review. https://doi.org/10.37642/jkremr.2023.28.2.
Ramya, N., Kowsalya, A., & Dharanipriya, K. (2019). Service quality and its dimensions. EPRA International Journal of Research & Development, 4(2), 38–41.
Samarinda, P. K. (2023). Sebagai Kota Mitra IKN, Pemkot Samarinda Tingkatkan Transparansi dan Akuntabilitas. Sekretariat Daerah. https://setda.samarindakota.go.id/berita/sebagai-kota-mitra-ikn-pemkot-samarinda-tingkatkan-transparansi-dan-akuntabilitas
Satria, F., & Astarini, D. (2023). PENGARUH KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH DIMEDIASI OLEH KEPUASAN NASABAH. Jurnal Ekonomi Trisakti, 3(1), 1911–1924. https://doi.org/10.25105/jet.v3i1.16124
Sukma, N. R., Sugianto, S., & Nurbaiti, N. (2024). The Influence of Service Quality and Customer Relationship Management on Customer Loyalty with Satisfaction as an Intervening Variable at Bank Syariah Indonesia KC Southeast Aceh. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 7(2), 2314–2341.
Vidani, J. (2024). Service Quality Dimensions in Banking: A Comprehensive Literature Review. Available at SSRN 4848171. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=4848171
Wulandari, A. D., & Abdullah, A. (2025). Membangun Kepuasan Nasabah: Studi Pelayanan, Kepercayaan, dan Kenyamanan dalam Bank Syariah Digital dan Non-Digital. Al Iqtishod: Jurnal Pemikiran Dan Penelitian Ekonomi Islam, 13(1), 42–61. https://doi.org/10.37812/aliqtishod.v13i1.1758
Yahya, A. A. A., Pratama, R. C., & Farahdiansari, A. P. (2023). Analysis of Service Quality to Customer Satisfaction with CSI and Servqual Methods. Journal of Information System, Technology and Engineering, 1(4), 104–119.
Zalelawati, S., Marlita, T., & Syaifudin, S. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Bank Syariah. Jurnal Multidisiplin Indonesia, 2(6), 1020–1026. https://doi.org/10.58344/jmi.v2i6.237
Zeithaml, V. A., & Parasuraman, A. (2004). Service Quality. Marketing Science Institute.
Published
2025-10-01
How to Cite
SOVIATI, Dea Kurnia et al.
THE CAPITAL CITY OF EAST KALIMANTAN: ASSESSING CUSTOMER SERVICE QUALITY AND CUSTOMER SATISFACTION IN ISLAMIC BANKS.
Proceedings of the International Conference of Islamic Economics and Business (ICONIES), [S.l.], v. 11, n. 1, p. 27-36, oct. 2025.
ISSN 2541-3333.
Available at: <https://conferences.uin-malang.ac.id/index.php/iconies/article/view/3416>. Date accessed: 12 may 2026.
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Articles
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