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

In: Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)

Author

Listed:
  • 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)

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.

Suggested Citation

  • Indah Sastra Wahyuni & Mia Syafrina & Fadli Firdaus, 2026. "Service Quality Analysis on Customer Satisfaction Using the Importance Performance Analysis (IPA) Method at Bank Riau Kepri Syariah Batam Tiban," Advances in Economics, Business and Management Research, in: Jessica Olifia & Dewi Junita & Aprizal Putra & Susi Lestari & Sarah Ulfah Al Amany & Syafri Naldi (ed.), Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025), pages 288-302, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-990-2_20
    DOI: 10.2991/978-94-6463-990-2_20
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