The influence of service quality and perception of large financing margin on financing aplication decisions and their impact on customer satisfaction

Mohamad Rizan, Saparuddin Mukhtar, Vironica Nurani, Rifelly Dewi Astuti, Agus Wibowo

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Title of host publicationProceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019
Subtitle of host publicationEducation Excellence and Innovation Management through Vision 2020
EditorsKhalid S. Soliman
PublisherInternational Business Information Management Association, IBIMA
Pages2446-2457
Number of pages12
ISBN (Electronic)9780999855126
Publication statusPublished - 1 Jan 2019
Event33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019 - Granada, Spain
Duration: 10 Apr 201911 Apr 2019

Publication series

NameProceedings of the 33rd International Business Information Management Association Conference, IBIMA 2019: Education Excellence and Innovation Management through Vision 2020

Conference

Conference33rd International Business Information Management Association Conference: Education Excellence and Innovation Management through Vision 2020, IBIMA 2019
Country/TerritorySpain
CityGranada
Period10/04/1911/04/19

Keywords

  • Customer satisfaction
  • Financing aplication decisions
  • Perception of large financing margin
  • Service quality

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