Measuring bank service quality and recommendations for improvement: A case of Indonesia

Abstract

The purpose of this study was to assess service quality and recommend improvements to the Indonesian Islamic Bank. A modified bank SERVQUAL and Service Performance Control Matrix (SPCM) were used in this study. The service quality was evaluated based on customer perceptions and their desired and minimum levels of expectations. This study used a set of questionnaires with a 35-item scale comprising seven dimensions: effectiveness and assurance, access, price, tangibles, service portfolio, reliability, and compliance. The data was collected using a survey, and 193 responses were received. The findings disclosed that the bank customer's perception of the service provided exceeded their minimum expectations but fell short of their desired expectations. By mapping the service performance into the matrix, it was determined that no services fell within the excellent zone, three services were classified in the problematic zone, and the majority of services fell within the improvement zone. The focus was placed on the problematic zone, which consisted of an insufficient number of bank tellers, a lengthy line, and inadequate parking space. However, no Islamic compliance issues were discovered within the problematic zone. Several recommendations were made to bank management to address the service problems, including encouraging customers to use digital banking services, expanding the number of drive-thru Automated Teller Machines (ATMs), and examining the appropriateness of bank staff engaging with customers, particularly during the busiest period of the month.