Service Quality Analysis on Customer Satisfaction Using the Importance Performance Analysis (IPA) Method at Bank Riau Kepri Syariah Batam Tiban

Indah Sastra Wahyuni (), Mia Syafrina () and Fadli Firdaus ()
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Indah Sastra Wahyuni: Politeknik Negeri Batam, Business and Management Department
Mia Syafrina: Politeknik Negeri Batam, Business and Management Department
Fadli Firdaus: Politeknik Negeri Batam, Business and Management Department

A chapter in Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025), 2026, pp 288-302 from Springer

Abstract: Abstract This study analyzes service quality and customer satisfaction at Bank Riau Kepri Syariah Batam Tiban using the Importance Performance Analysis (IPA) method. A total of 100 respondents participated in the survey, with data analyzed across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that the overall conformity level is 82%, with an average perception score of 3.73 and an expectation score of 4.55. The dimensions of tangibles and responsiveness show the largest service gaps, requiring priority improvement, while reliability and empathy demonstrate strong performance. The study contributes to the empirical application of the IPA method in Islamic banking and provides recommendations for enhancing service quality aligned with Shariah principles.

Keywords: Service Quality; Customer Satisfaction; Islamic Banking; Importance Performance Analysis (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-990-2_20

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DOI: 10.2991/978-94-6463-990-2_20

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