Improving the Quality of Services in Sharia Banks Using the Service Quality (Servqual) Method and Digitization Dimensions

EasyChair Preprint no. 8349

Abstract

The current digitization of the banking sector continues to experience massive and innovative developments because to be able to compete with other competitors, a bank is required to have an advantage with the technology used in addition to efficiency, digital services can make it easier for customers to transact and become more flexible. The purpose of this study is to determine the dimensions and attributes used to measure the quality of service at Bank Syariah Indonesia (BSI) Branch Office (BO) Banjar, and how the quality of service at BSI is. The 5 attributes that have the biggest gap are no loan interest, vehicle parking facilities, no savings interest, pleasant service (fast service time) and the management team has extensive knowledge. Investing in digitization in banks is the right decision in the 21st century. However, as a bank that has specific principles in its activities, it is necessary to develop compliance.

Keyphrases: Digitization, Quality, SERVQUAL

@Booklet{EasyChair:8349,
  author = {Lutfie Hidayatullah and Novandra Rhezza Pratama and Farizal Farizal},
  title = {Improving the Quality of Services in Sharia Banks Using the Service Quality (Servqual) Method and Digitization Dimensions},
  howpublished = {EasyChair Preprint no. 8349},

  year = {EasyChair, 2022}}