PERBANDINGAN KUALITAS PELAYANAN BANK SYARIAH DENGAN BANK KONVENSIONAL DI YOGYAKARTA BAGI NASABAH GANDA MENGGUNAKAN 'CARTER' MODEL

Wijiharta Sekolah, Tinggi Ekonomi, Islam, Hamfara Yogyakarta
2010 unpublished
The aim of this study is to investigate the level of service quality of Syariah Bank which is compare between Conventional Bank services quality, used 6 dimensions CARTER model (Othman & Owen, 2001). The subject of this research is a people who have an account in Syariah Bank and also have account in Conventional Bank. This research takes a place in Yogyakarta. The result of this research indicated that service quality based on 6 dimension CARTER model in Syariah Bank more higher really than
more » ... gher really than Conventional Bank with range 0,3275 from 5 Likert scale (6,55%). If based on 5 dimension SERVQUAL model (without Compliance dimension) there is no difference between Syariah Bank and Conventional Bank in service quality. Compliance dimension in Syariah Bank more higher really than Conventional Bank with range 2,24 from 5 Likert scale (44,8 %). In the other way, Assurance, Reliability, Tangibles, Empathy, and Responsiveness dimensions there are no differences real. Keyword: CARTER model and SERVQUAL model LATAR BELAKANG Perkembangan Bank Syariah telah mendorong bank konvensional untuk berperan aktif membuka cabang syariah. Perbankan syariah di Indonesia berkembang setelah adanya peluang bagi bank-bank konvensional untuk membuka cabang syariah atau konversi menjadi bank syariah sejak dikeluarkannya UU no 10 th 1998 dengan sistem perbankan ganda (dual banking system) (Muhammad S.A., 1999; Bank Indonesia, 2002).
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