The rapid growth of financial system in Indonesia creates an intensive competition between Conventional and Islamic financial institutions. The study aims to evaluate the service quality of Islamic Microfinance Institution in Indonesia. The survey was carried out to acquire data from 126 respondents. Descriptive statistics and importance performance analysis (IPA) was used to analyze the data. The finding show that attributes plotted in quadrant “keep up the good work†are providing prompt service, and helpful response to customer requests, Ability in providing services to the customer as needed, prompt service on financial counselling, Ability of staff in giving proper explanation to the customer, Ability to keep the transaction process secure, and Sharia compliance banking products. Meanwhile, the attributes plotted in quadrant “concentrate here†are accessible of location of ATM, easy to access the location, ability to navigate customer to find what they intend, ability to maintain accuracy of bank statement, and ability in providing after sale services. To the best of author’s knowledge, it is the first study that measuring the service quality of Islamic microfinance from customer perspective using importance-performance approach.Â
| Published by | Institute for Research and Community Empowerment |
| Journal Name | Tazkia Islamic Finance and Business Review |
| Contact Phone | - |
| Contact Name | - |
| Contact Email | - |
| Location | , INDONESIA |
| Website | tifbr| http://tifbr-tazkia.org/index.php/TIFBR| |
| ISSN | ISSN : 24600717, EISSN : 24600717, DOI : -, |
| Core Subject | Economy, |
| Meta Subject | Economics, Econometrics & Finance, |
| Meta Desc | Tazkia Islamic Finance and Business Review (TIFBR) is a peer-reviewed journal published by the Institute for Research and Community Empowerment (IRCE), Tazkia University College of Islamic Economics in collaboration with Association of Islamic Economics Lecturers (ADESY). The Journal is semi-annual journal issued in July and December. The aim of the journal is to disseminate Islamic Economics, finance and business researches done by researchers both from Indonesia and overseas. |
| Penulis | Nurfadilah, Dety , Samidi, Sudarmawan , Subagja, Iwan Kurniawan |
| Publisher Article | Institute for Research and Community Empowerment (LPPM TAZKIA) |
| Subtitle Article | Tazkia Islamic Finance and Business Review Vol 12, No 1 (2018) |
| Scholar Google | http://scholar.google.com/scholar?q=%2Bintitle%3A&… |
| View Article | http://tifbr-tazkia.org/index.… |
| DOI | https://doi.org/10.30993/tifbr.v12i… |
| DOI Number | DOI: 10.30993/tifbr.v12i1.110 |
| Download Article [1] | http://tifbr-tazkia.org/index.php/TIFBR/… |
| Download Article [2] |
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