Title: Adding value for customers by providing service quality training (study at Islamic bank in Indonesia)

Authors: Wustari L.H. Mangundjaya; Permata Wulandari; Citra Wardhani

Addresses: Faculty of Psychology Universitas Indonesia, Kampus Baru UI Depok 16424, Indonesia ' Faculty of Economy and Business Universitas Indonesia, Kampus Baru UI Depok 16424, Indonesia ' Faculty of Psychology Universitas Indonesia, Kampus Baru UI Depok 16424, Indonesia

Abstract: The present demand of customers is not merely focusing on the product itself, but also on the process delivering it, as a source of value for the customers. As a result, delivering service quality is important in order to gain customer satisfaction. In the past five years, Islamic Bank in Indonesia has been growing extremely fast. However, there were still some low perceptions about the qualities of services of Islamic bank compares to conventional bank. The study was done in many Islamic banks in Jakarta areas in Indonesia, with 432 respondents, consists of 216 customers and 216 employees, using service quality inventory, customer satisfaction inventory and training needs questionnaires. The results show that: 1) there is a positive and significant correlation between service quality and customer satisfaction; 2) there is a difference perception about the training needs between employees and customers. The implications of the study can be used for Islamic bank management to enhance their services to customers by developing their employees through service quality trainings.

Keywords: customer satisfaction; service quality; training needs; value added; Islamic banks; Islamic finance; banking industry; Indonesia; bank services.

DOI: 10.1504/IJBPM.2015.068734

International Journal of Business Performance Management, 2015 Vol.16 No.2/3, pp.230 - 245

Received: 24 May 2014
Accepted: 16 Jan 2015

Published online: 09 Apr 2015 *

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