TY - GEN
T1 - The influence of service quality and perception of large financing margin on financing aplication decisions and their impact on customer satisfaction
AU - Rizan, Mohamad
AU - Mukhtar, Saparuddin
AU - Nurani, Vironica
AU - Astuti, Rifelly Dewi
AU - Wibowo, Agus
N1 - Publisher Copyright:
© 2019 International Business Information Management Association (IBIMA).
PY - 2019/1/1
Y1 - 2019/1/1
N2 - The rise of digitalization of financial services has led to a lot of oef emerging fintech (financial technology) start-ups. However, because fintech start-ups hs several risk, the Bank remains the main option in the selecting of financing/ credit services for the bankable community. The imortance of service quality factors and the perception of large financing margins that are in accordance with the customer needs in order to increase the market share of Islamic finance which is still at 5,7%, the researchers feel the need to conduct this study. This research was conducted at PT Bank Syariah Mandiri, the sample was taken werre 224 customers with a purposive sampling methode. Data collection is done by distributing questionnnaires using a 5-point Likert scale to measure 33 indicators. The analysis technique used is SEM with the AMOS 22.0 program to calculate the effect of each variabel. The results revealed that service quality has a positive and significant effect on financing aplication decisions, service qualitity has a positive and significant effect on customers satisfaction, perception of large financing margin has a positive and significant effect on customer satisfaction, financing aplication decisions have a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction mediated by financing aplication decisions, the perceptions of large financing margins has a positive and significant effect on customer satisfaction variables mediated by variable financing decisions.
AB - The rise of digitalization of financial services has led to a lot of oef emerging fintech (financial technology) start-ups. However, because fintech start-ups hs several risk, the Bank remains the main option in the selecting of financing/ credit services for the bankable community. The imortance of service quality factors and the perception of large financing margins that are in accordance with the customer needs in order to increase the market share of Islamic finance which is still at 5,7%, the researchers feel the need to conduct this study. This research was conducted at PT Bank Syariah Mandiri, the sample was taken werre 224 customers with a purposive sampling methode. Data collection is done by distributing questionnnaires using a 5-point Likert scale to measure 33 indicators. The analysis technique used is SEM with the AMOS 22.0 program to calculate the effect of each variabel. The results revealed that service quality has a positive and significant effect on financing aplication decisions, service qualitity has a positive and significant effect on customers satisfaction, perception of large financing margin has a positive and significant effect on customer satisfaction, financing aplication decisions have a positive and significant effect on customer satisfaction. Service quality has a positive and significant effect on customer satisfaction mediated by financing aplication decisions, the perceptions of large financing margins has a positive and significant effect on customer satisfaction variables mediated by variable financing decisions.
KW - Customer satisfaction
KW - Financing aplication decisions
KW - Perception of large financing margin
KW - Service quality
UR - http://www.scopus.com/inward/record.url?scp=85074066051&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85074066051
T3 - Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020
SP - 2446
EP - 2457
BT - Proceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019
A2 - Soliman, Khalid S.
PB - International Business Information Management Association, IBIMA
T2 - 33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019
Y2 - 10 April 2019 through 11 April 2019
ER -