Universitas Islam Negeri Alauddin Makassar Proceedings, The 1st International Conference on Science and Islamic Studies (ICOSIS-2023)

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Islamic service quality as an effort to increase customer trust PT. bank syariah Indonesia Makassar branch
Supriadi Supriadi, Nasir Hamzah, Muslimin H. Kara, M. Wahyuddin Abdullah, Asmila Dewi

Last modified: 2023-09-14


This study aims to analyze the quality of Islamic services to increase customer trust in PT. Bank Syariah Indonesia Makassar. This type of research is qualitative, using a phenomenological approach. The source of the data used is the primary data source that is obtained through the operational manager bank, customer service, and several active customers. The secondary data is through data presented by certain institutions, several scientific journals, and research results. Furthermore, processing and analyzing data, namely by collecting data, reducing data, displaying data, and conclusions by testing the validity of the data through 4 criteria, namely credibility, transferability, dependability, and confirmability. The results showed that the Islamic service quality of PT. Bank Syariah Indonesia is carried out by referring to the CARTER dimensions (Compliance, Assurance, Reliability, Tangible, Empathy, and Responsiveness) by elaborating the values ​​of Siddiq, Amanah, fathanah, and tabligh in providing services to customers. This is also an effort to increase customer trust through the ability, kindness, and integrity of BSI employees so that the quality of service to customers is carried out to worship Allah, which is oriented to the world and the hereafter.


Service quality; customer trust

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