Islamic Bank Service Quality and Trust: Study on Islamic Bank in ...
Islamic Bank Service Quality and Trust: Study on Islamic Bank in ... Islamic Bank Service Quality and Trust: Study on Islamic Bank in ...
International Journal of Business
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Internati<strong>on</strong>al Journal of Bus<strong>in</strong>ess <str<strong>on</strong>g>and</str<strong>on</strong>g> Management; Vol. 8, No. 5; 2013<br />
ISSN 1833-3850 E-ISSN 1833-8119<br />
Published by Canadian Center of Science <str<strong>on</strong>g>and</str<strong>on</strong>g> Educati<strong>on</strong><br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>Bank</str<strong>on</strong>g> <str<strong>on</strong>g>Service</str<strong>on</strong>g> <str<strong>on</strong>g>Quality</str<strong>on</strong>g> <str<strong>on</strong>g>and</str<strong>on</strong>g> <str<strong>on</strong>g>Trust</str<strong>on</strong>g>: <str<strong>on</strong>g>Study</str<strong>on</strong>g> <strong>on</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>Bank</str<strong>on</strong>g> <strong>in</strong><br />
Makassar Ind<strong>on</strong>esia<br />
Irwan Misbach 1 , Surachman 2 , Djumilah Hadiwidjojo 2 & Armanu 2<br />
1<br />
State <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> University Alaudd<strong>in</strong>, Makassar, Ind<strong>on</strong>esia<br />
2<br />
School of Ec<strong>on</strong>omic <str<strong>on</strong>g>and</str<strong>on</strong>g> Bus<strong>in</strong>ess, Brawijaya University, Malang, Ind<strong>on</strong>esia<br />
Corresp<strong>on</strong>dence: Irwan Misbach, Faculty of Ec<strong>on</strong>omic <str<strong>on</strong>g>and</str<strong>on</strong>g> Bus<strong>in</strong>ess, Brawijaya University, Malang, Ind<strong>on</strong>esia.<br />
Tel: 62-852-9962-4579. E-mail: izhork@yahoo.com<br />
Received: December 19, 2013 Accepted: January 23, 2013 Onl<strong>in</strong>e Published: February 16, 2013<br />
doi:10.5539/ijbm.v8n5p48 URL: http://dx.doi.org/10.5539/ijbm.v8n5p48<br />
Abstract<br />
Ma<strong>in</strong> theme that is always to be a hot topic for the management of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g is how to f<strong>in</strong>d an appropriate<br />
way to exp<str<strong>on</strong>g>and</str<strong>on</strong>g> its market <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g. Current market c<strong>on</strong>tributi<strong>on</strong> of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g is <strong>on</strong>ly around 2% of<br />
the total nati<strong>on</strong>al bank<strong>in</strong>g <str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>on</strong>ly 1.6% of Muslims <strong>in</strong> Ind<strong>on</strong>esia who use <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks for their transacti<strong>on</strong>s<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>in</strong>vestment. It showed that customers have low <strong>in</strong>terest <strong>on</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. Objectives of this research were to<br />
analyze the <strong>in</strong>fluence of service quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>on</strong> customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. Survey <strong>on</strong> 130<br />
resp<strong>on</strong>dents <strong>in</strong> the city of Makassar, Ind<strong>on</strong>esia was c<strong>on</strong>ducted to collect <strong>in</strong>formati<strong>on</strong> to explore the relati<strong>on</strong>ship<br />
between customer percepti<strong>on</strong> of the service quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. Accidental sampl<strong>in</strong>g<br />
was used to select the resp<strong>on</strong>dents with criteria of not an employee of the bank, have transacti<strong>on</strong> of more than<br />
<strong>on</strong>ce per m<strong>on</strong>th <str<strong>on</strong>g>and</str<strong>on</strong>g> use more than <strong>on</strong>e product <str<strong>on</strong>g>and</str<strong>on</strong>g> service of the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g. The Structural Equati<strong>on</strong><br />
Model (SEM) is used to analyze the direct <str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>in</strong>direct relati<strong>on</strong>ship between <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank service quality,<br />
satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. The f<strong>in</strong>d<strong>in</strong>gs of this research were that service quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank had significantly of<br />
<strong>in</strong>fluence <strong>on</strong> customers’ satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> then <strong>on</strong> their trust. Resp<strong>on</strong>siveness of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank service was as the<br />
str<strong>on</strong>gest attracti<strong>on</strong> for customers to the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. On the other h<str<strong>on</strong>g>and</str<strong>on</strong>g>, compliance was as the weakest<br />
attracti<strong>on</strong> to the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. Customers’ satisfacti<strong>on</strong> played an important role to support service quality of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong> <strong>in</strong>fluenc<strong>in</strong>g trust.<br />
Keywords: <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, service quality, satisfacti<strong>on</strong>, trust<br />
1. Introducti<strong>on</strong><br />
There are two bank<strong>in</strong>g systems <strong>in</strong> Ind<strong>on</strong>esia, i.e. c<strong>on</strong>venti<strong>on</strong>al banks with <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks has a dual bank<strong>in</strong>g<br />
system, so that the customer can still make the choice between c<strong>on</strong>venti<strong>on</strong>al banks with <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks. Nati<strong>on</strong>al<br />
bank<strong>in</strong>g experience dur<strong>in</strong>g the ec<strong>on</strong>omic crisis of 1997-1999 is a valuable less<strong>on</strong>. Muamalat bank of Ind<strong>on</strong>esia,<br />
which was the pi<strong>on</strong>eer of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia, it was not <strong>on</strong>ly survive but also able to <strong>in</strong>crease net<br />
profit of 134% per year with an <strong>in</strong>crease of 14% of their assets <strong>in</strong> 1999 when many other c<strong>on</strong>venti<strong>on</strong>al banks<br />
collapsed dur<strong>in</strong>g m<strong>on</strong>etary crisis <strong>in</strong> 1997 (Anto & Setyowati, 2008).<br />
Legally <str<strong>on</strong>g>and</str<strong>on</strong>g> regulati<strong>on</strong>s, it appeared that the government has to provide enough space for the development of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia. <str<strong>on</strong>g>Bank</str<strong>on</strong>g><strong>in</strong>g Act No. 10 of 1998 <str<strong>on</strong>g>and</str<strong>on</strong>g> No. 9 of 2008 as well as re<strong>in</strong>forced by the<br />
existence of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia, the development of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank showed progress by leaps <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
bounds. The world of bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia began to establish <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> unit or to change themselves <strong>in</strong>to <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
bank<strong>in</strong>g (Machmud & Rukmana, 2010). By provid<strong>in</strong>g a wide range of bank<strong>in</strong>g products <str<strong>on</strong>g>and</str<strong>on</strong>g> services with<br />
various f<strong>in</strong>ancial schemes, <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g is to be a credible alternative for bank<strong>in</strong>g system <str<strong>on</strong>g>and</str<strong>on</strong>g> can be enjoyed<br />
by all Ind<strong>on</strong>esian people without excepti<strong>on</strong> (<str<strong>on</strong>g>Bank</str<strong>on</strong>g> Ind<strong>on</strong>esia, 2011).<br />
In additi<strong>on</strong>, the social functi<strong>on</strong> of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank is not <strong>on</strong>ly as supplementary nature of choice for <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks,<br />
but also become a m<str<strong>on</strong>g>and</str<strong>on</strong>g>ate of law No. 21 of 2008 about <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g. Accord<strong>in</strong>g to article 4 paragraph (2)<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> (4) of law No. 21 of 2008 about <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g, specific social-religious functi<strong>on</strong>s of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, which<br />
is as a unique characteristic of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank must be as str<strong>on</strong>g attracti<strong>on</strong> for the community f<strong>in</strong>ancial services or<br />
customer. These functi<strong>on</strong>s amplifies the role of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks, which are not <strong>on</strong>ly to become an <strong>in</strong>stituti<strong>on</strong> of<br />
<strong>in</strong>termediary f<strong>in</strong>anc<strong>in</strong>g to bus<strong>in</strong>ess sectors but also help to facilitate efforts to <strong>in</strong>crease the welfare of society,<br />
especially poorer people, who generally seek the service <strong>in</strong> the sector of micro-small or <strong>in</strong>formal ec<strong>on</strong>omy.<br />
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Development of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g is still quite slow <strong>in</strong> respect of the time span s<strong>in</strong>ce the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank (Muamalat<br />
<str<strong>on</strong>g>Bank</str<strong>on</strong>g>) was firstly established. In fact, the target of market share of 5 percent until the end of 2008 has been<br />
proclaimed <str<strong>on</strong>g>Bank</str<strong>on</strong>g> Ind<strong>on</strong>esia threatened to fail (Kuncoro, 2008). Therefore, the ma<strong>in</strong> themes that are always to be<br />
hot topic for the offender of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g are how the right way to <strong>in</strong>crease market share of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g.<br />
Current market c<strong>on</strong>tributi<strong>on</strong> of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g was <strong>on</strong>ly around 2 % of the total nati<strong>on</strong>al bank<strong>in</strong>g (P<strong>on</strong>ggawa,<br />
Hanafiah & Partner, 2009). Joyosumarto (2007, NU Onl<strong>in</strong>e) revealed that <strong>on</strong>ly 1.6% of 176.88 milli<strong>on</strong> or about<br />
1.71 milli<strong>on</strong> Muslims <strong>in</strong> Ind<strong>on</strong>esia use <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks for transacti<strong>on</strong>s <str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>in</strong>vestments.<br />
Hafasnudd<strong>in</strong> (2007) quoted by Arwani (2009) suggested that <strong>on</strong>ly 33.75% of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank customers had true<br />
loyalty. The research identified that a factor that mostly affected customer loyalty to a bank is customer<br />
satisfacti<strong>on</strong> (Akbar & Parvez, 2009; Vesel & Zabkar, 2009; Junisi, 2009; Chang & Wang, 2011; Thakur &<br />
S<strong>in</strong>gh, 2012; Ltifi & Gharbi, 2012). Omar et al. (2009) <str<strong>on</strong>g>and</str<strong>on</strong>g> Ramadania (2002) found no <strong>in</strong>fluence of customers’<br />
satisfacti<strong>on</strong> aga<strong>in</strong>st loyalty. Kantsperger <str<strong>on</strong>g>and</str<strong>on</strong>g> Kuntz (2010) reported that <strong>in</strong>fluence of customers’ satisfacti<strong>on</strong><br />
aga<strong>in</strong>st loyalty was mediated by trust. Only satisfacti<strong>on</strong> is not enough to make some<strong>on</strong>e loyal without be<strong>in</strong>g<br />
accompanied by trust.<br />
C<strong>on</strong>cept of trust was important <strong>in</strong> market<strong>in</strong>g dur<strong>in</strong>g last decade (Kantsperger & Kunz, 2010). Kantsperger <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
Kuntz (2010) developed a great c<strong>on</strong>ceptual model of customers’ trust <strong>in</strong> service companies, namely benevolence<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> credibility, that is a very important aspect <strong>in</strong> creat<strong>in</strong>g loyalty <str<strong>on</strong>g>and</str<strong>on</strong>g> build a relati<strong>on</strong>ship up with customers.<br />
Be<strong>in</strong>g Graf <str<strong>on</strong>g>and</str<strong>on</strong>g> Perr<strong>in</strong>e (2005) tested the role of trust <str<strong>on</strong>g>and</str<strong>on</strong>g> satisfacti<strong>on</strong> <strong>in</strong> relati<strong>on</strong> to hi-tech companies <str<strong>on</strong>g>and</str<strong>on</strong>g> bank<br />
<strong>in</strong> Europe <str<strong>on</strong>g>and</str<strong>on</strong>g> found the relati<strong>on</strong>ship between trust <str<strong>on</strong>g>and</str<strong>on</strong>g> satisfacti<strong>on</strong> <strong>in</strong> c<strong>on</strong>struct<strong>in</strong>g a susta<strong>in</strong>able relati<strong>on</strong>ship<br />
(Vlachos, Vrechopoulos & Pramatari, 2010). Rhanu (2010) stated that customer satisfacti<strong>on</strong> is the key to<br />
success <strong>in</strong> bus<strong>in</strong>ess services such as <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g. The measurement of customer satisfacti<strong>on</strong> is necessary to<br />
identify key success factors <strong>in</strong> the bank<strong>in</strong>g <strong>in</strong>dustry, while not<strong>in</strong>g an <strong>in</strong>crease <strong>in</strong> the size of the market <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
<strong>in</strong>tense competiti<strong>on</strong> (Mengi, 2009).<br />
Brady & Roberts<strong>on</strong> (2001) tested 2-way model between customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> the quality of service <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
found that the antecedent of a customer satisfacti<strong>on</strong> was service quality (Lee, Lee & Yoo, 2000), not vice versa.<br />
Naeem, Akram & Saif (2009) <strong>in</strong>vestigated customers’ satisfacti<strong>on</strong> as the impact of the quality of service <strong>on</strong> the<br />
bank<strong>in</strong>g sector <str<strong>on</strong>g>and</str<strong>on</strong>g> found that the quality of service was proved to be a str<strong>on</strong>g predictor <strong>in</strong> terms of customer<br />
satisfacti<strong>on</strong>. Other researchers, Yavas, <str<strong>on</strong>g>Bank</str<strong>on</strong>g>enste<strong>in</strong> & Stuhldreier (2004) found that the quality of service was<br />
the root of customer satisfacti<strong>on</strong> <strong>in</strong> retail bank <strong>in</strong> Germany. While T<strong>in</strong>g (2004) found that the quality of service<br />
was the antecedent of satisfacti<strong>on</strong> <strong>in</strong> his research <strong>on</strong> Malaysia bank<strong>in</strong>g. So that, customer service was as an<br />
<strong>in</strong>tegral part of every facet of bank<strong>in</strong>g <str<strong>on</strong>g>and</str<strong>on</strong>g> determ<strong>in</strong>ed the future of each bank<strong>in</strong>g organizati<strong>on</strong> (Mengi, 2009).<br />
Kotler (1997) stated that most of customers were no l<strong>on</strong>ger will<strong>in</strong>g to accept <str<strong>on</strong>g>and</str<strong>on</strong>g> tolerate low quality service <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
performance of their bank partner.<br />
Abdullah et al. (2011) who recently found a specific model of quality service of bank, i.e. service systems,<br />
resp<strong>on</strong>sive <str<strong>on</strong>g>and</str<strong>on</strong>g> reliability tested as an un-dimensi<strong>on</strong>al <str<strong>on</strong>g>and</str<strong>on</strong>g> suggested for further research to test <strong>in</strong><br />
multidimensi<strong>on</strong>al. In additi<strong>on</strong>, the customer's trust <strong>in</strong> the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g can be developed through adherence to<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks <strong>on</strong> compliance which is the most important factor <strong>in</strong> the service quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank (Othman<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> Owen, 2001; Shafie, Azmi & Har<strong>on</strong>, 2004; <str<strong>on</strong>g>and</str<strong>on</strong>g> Osman et al., 2009).<br />
Therefore, this study aimed to explore the relati<strong>on</strong>ship between customer percepti<strong>on</strong> of the service quality of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. Specifically, this aims to f<strong>in</strong>d what customer’s percepti<strong>on</strong> of the service<br />
quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <str<strong>on</strong>g>and</str<strong>on</strong>g> ultimately it can drive customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> customer trust.<br />
2. Literature Review<br />
This secti<strong>on</strong> highlights <str<strong>on</strong>g>and</str<strong>on</strong>g> review previous works related to resources, goals <str<strong>on</strong>g>and</str<strong>on</strong>g> approaches to the study of<br />
customer percepti<strong>on</strong>s of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank service quality, satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> ultimately <strong>on</strong> trust. For the purpose of this<br />
studied it is divided <strong>in</strong>to three ma<strong>in</strong> groups, namely the study of customer trust, customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank service quality.<br />
2.1 Customer <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
The c<strong>on</strong>cept of 'trust' is quite important <strong>in</strong> the field of market<strong>in</strong>g over the last decade <str<strong>on</strong>g>and</str<strong>on</strong>g> is seen as a key mediator<br />
of customer-oriented market<strong>in</strong>g. But after a closer look at the literature, build<strong>in</strong>g a 'trust' c<strong>on</strong>ceptualized <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
measured very differently. Based <strong>on</strong> the study of literature <str<strong>on</strong>g>and</str<strong>on</strong>g> theoretical works, this research is to develop a<br />
c<strong>on</strong>ceptual model of c<strong>on</strong>sumer c<strong>on</strong>fidence <strong>in</strong> the company's services primarily <strong>on</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong>dustry.<br />
<str<strong>on</strong>g>Trust</str<strong>on</strong>g> is an important c<strong>on</strong>cept <strong>in</strong> some field (Wang <str<strong>on</strong>g>and</str<strong>on</strong>g> Emurian, 2004) as social, sociology, ec<strong>on</strong>omics,<br />
market<strong>in</strong>g, managements <str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>in</strong>formati<strong>on</strong> systems fields. Each discipl<strong>in</strong>e uses the def<strong>in</strong>iti<strong>on</strong> so that there is no<br />
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def<strong>in</strong>iti<strong>on</strong> that can be universal accepted. The absence of a universal def<strong>in</strong>iti<strong>on</strong> is due to the trust is an abstract<br />
c<strong>on</strong>cept <str<strong>on</strong>g>and</str<strong>on</strong>g> is often used <strong>in</strong>terchangeably with credibility, reliability, or c<strong>on</strong>fidence <str<strong>on</strong>g>and</str<strong>on</strong>g> trust is a multi-faced<br />
c<strong>on</strong>cept, which comb<strong>in</strong>es the dimensi<strong>on</strong> of cognitive, emoti<strong>on</strong>al <str<strong>on</strong>g>and</str<strong>on</strong>g> behavior (Muawanah, 2010). Mayer et al.<br />
(1995) def<strong>in</strong>es trust as the will<strong>in</strong>gness of <strong>on</strong>e party to be helpless (vulnerable) over the other parties. Hwang <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
Burgers (1977 <strong>in</strong> Mayer, Davis & Schoorman, 1995) approved the trust as the probability of some<strong>on</strong>e receiv<strong>in</strong>g<br />
cooperati<strong>on</strong> behavior by other parties. Luhman (1979 <strong>in</strong> Mayer et al., 1995) c<strong>on</strong>sider trust as a belief by <strong>on</strong>e<br />
party about another party that the party would behave <strong>in</strong> the way predicted, while the trust accord<strong>in</strong>g to the<br />
Muawanah (2010) is a will<strong>in</strong>gness to act <strong>on</strong> the basis of beliefs about the motives of other parties <str<strong>on</strong>g>and</str<strong>on</strong>g> the level<br />
of risk <strong>in</strong>volved with acti<strong>on</strong>.<br />
Sultan et al. (2002) gave a fasc<strong>in</strong>at<strong>in</strong>g synthesis of the trust by show<strong>in</strong>g that the trust has been part of all<br />
relati<strong>on</strong>ships. <str<strong>on</strong>g>Trust</str<strong>on</strong>g> the <strong>in</strong>terdependence <strong>in</strong>volves two or more parties. In Exchange, the <strong>in</strong>terests of the parties<br />
<strong>in</strong>volved requires dependence <strong>on</strong> each other. <str<strong>on</strong>g>Trust</str<strong>on</strong>g> implies a will<strong>in</strong>gness to accept the vulnerability but with an<br />
expectati<strong>on</strong> or belief that <strong>on</strong>e can rely <strong>on</strong> the other party. In this case there is hope that other parties will behave<br />
like expected <str<strong>on</strong>g>and</str<strong>on</strong>g> did not exploit the vulnerability.<br />
<str<strong>on</strong>g>Trust</str<strong>on</strong>g> as catalyst bus<strong>in</strong>ess relati<strong>on</strong>ship banks with its customers have been recognized by many sides, but still<br />
little evidence empiric be<strong>in</strong>g c<strong>on</strong>clusive that supports str<strong>on</strong>g correlati<strong>on</strong> between trust customers by profitability<br />
<strong>in</strong> the company. Argument important can propose of these is trust customers will affect orientati<strong>on</strong> l<strong>on</strong>g-term<br />
customers <strong>in</strong> bus<strong>in</strong>ess with a bank (Muawanah, 2010). Kantsperger <str<strong>on</strong>g>and</str<strong>on</strong>g> Kunz (2010) developed a c<strong>on</strong>ceptual<br />
model of c<strong>on</strong>sumer c<strong>on</strong>fidence <strong>in</strong> the company's services, which dist<strong>in</strong>guishes two fundamental dimensi<strong>on</strong>s. The<br />
use of this dimensi<strong>on</strong>, it is possible to detect the effects of different mediati<strong>on</strong> of trust <strong>in</strong> customer relati<strong>on</strong>s for<br />
service companies. The results of his research <strong>on</strong> the retail bank <strong>in</strong> favor of two dimensi<strong>on</strong>al model of trust.<br />
Furthermore, the two dimensi<strong>on</strong>s of trust that mediate the effects of different customer satisfacti<strong>on</strong>. In particular,<br />
this showed that 'benevolence' have significant <strong>in</strong>fluence over customer loyalty rather than 'credibility', <strong>in</strong><br />
additi<strong>on</strong> to customer satisfacti<strong>on</strong>, a tendency to trust the customers also affect trust. Aspects of benevolence are<br />
very important to create c<strong>on</strong>sumer loyalty <str<strong>on</strong>g>and</str<strong>on</strong>g> trust as well as build customer relati<strong>on</strong>ships. As a result,<br />
management should encourage activities that signal customers become good partners<br />
2.2 Customer Satisfacti<strong>on</strong><br />
Customer satisfacti<strong>on</strong> is an important theoretical as well as practical problems for most c<strong>on</strong>sumer marketers <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
researchers (Dabholkar, Thorpe & Rentz, 1996). Customer satisfacti<strong>on</strong> can be c<strong>on</strong>sidered as the core of success<br />
<strong>in</strong> a very competitive bus<strong>in</strong>ess world today. Thus, the importance of customer satisfacti<strong>on</strong> <strong>in</strong> the development of<br />
a strategy to ‘market-oriented' <str<strong>on</strong>g>and</str<strong>on</strong>g> 'customer focus' company could not be underestimated (Kohli <str<strong>on</strong>g>and</str<strong>on</strong>g> Jaworski,<br />
1990). As a result, customer satisfacti<strong>on</strong> has been the goal of the company as more <str<strong>on</strong>g>and</str<strong>on</strong>g> more companies are<br />
seek<strong>in</strong>g to better quality <strong>in</strong> the products <str<strong>on</strong>g>and</str<strong>on</strong>g> services (Bitner & Hubbert, 1994).<br />
Many experts were given of def<strong>in</strong>iti<strong>on</strong> of customer satisfacti<strong>on</strong>. Tjipt<strong>on</strong>o (2005) reveals that the<br />
satisfacti<strong>on</strong>/dissatisfacti<strong>on</strong> of the customer is the customer resp<strong>on</strong>se to the evaluati<strong>on</strong> of the perceived<br />
discrepancy/disc<strong>on</strong>firmati<strong>on</strong> previous expectati<strong>on</strong>s <str<strong>on</strong>g>and</str<strong>on</strong>g> actual performance of a product that is felt after use.<br />
The term of customer satisfacti<strong>on</strong> were so popular <str<strong>on</strong>g>and</str<strong>on</strong>g> so very easily obta<strong>in</strong>ed <strong>in</strong> other literature <str<strong>on</strong>g>and</str<strong>on</strong>g> market<strong>in</strong>g<br />
literature, <str<strong>on</strong>g>and</str<strong>on</strong>g> have a very deep underst<str<strong>on</strong>g>and</str<strong>on</strong>g><strong>in</strong>g so that it becomes a goal or goals to be achieve by the modern<br />
bus<strong>in</strong>ess organizati<strong>on</strong> it is today. The most comm<strong>on</strong> <strong>in</strong>terpretati<strong>on</strong> reflects the idea that satisfacti<strong>on</strong> is a feel<strong>in</strong>g<br />
that the result of the process of evaluat<strong>in</strong>g what is admissible aga<strong>in</strong>st the expected, <str<strong>on</strong>g>and</str<strong>on</strong>g>/or purchas<strong>in</strong>g decisi<strong>on</strong><br />
itself or the fulfillment of needs/desires (Parker & Mathews, 2001).<br />
Engel, Blackwell & M<strong>in</strong>iard (1995) stated that customer satisfacti<strong>on</strong> as a full-time evaluati<strong>on</strong> buy aga<strong>in</strong>st the<br />
selected alternative that provides the same results or the surpass customer expectati<strong>on</strong>s. Kotler (2005) has<br />
def<strong>in</strong>ed as the degree of <strong>on</strong>e's feel<strong>in</strong>gs after compar<strong>in</strong>g performance results that he feels <strong>in</strong> comparis<strong>on</strong> to his<br />
expectati<strong>on</strong>s. With the sense to see that there are two elements determ<strong>in</strong>e customer satisfacti<strong>on</strong>, namely the<br />
performance of the services offered <strong>in</strong> c<strong>on</strong>juncti<strong>on</strong> with the expected performance, then users will feel sated.<br />
Thus customer satisfacti<strong>on</strong> will be felt after c<strong>on</strong>sumers use services offered.<br />
Customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> service quality are often perceived equally, but <strong>in</strong> general the satisfacti<strong>on</strong> is seen as a<br />
broader c<strong>on</strong>cept, while the assessment of the quality of services focused <strong>on</strong> the particular dimensi<strong>on</strong>s of the<br />
service. Thus, the quality of services that are perceives is <strong>on</strong>e comp<strong>on</strong>ent of customer satisfacti<strong>on</strong> (Zeithmal &<br />
Bitner, 2000).<br />
Many researchers operati<strong>on</strong>al customer satisfacti<strong>on</strong> with us<strong>in</strong>g a s<strong>in</strong>gle scale of dimensi<strong>on</strong>s <str<strong>on</strong>g>and</str<strong>on</strong>g> other<br />
researchers use several scale dimensi<strong>on</strong>s. Westbrook (1980) suggested that future researchers with<br />
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multi-dimensi<strong>on</strong>al scale proposed for measur<strong>in</strong>g customer satisfacti<strong>on</strong>, what reduces measurement errors <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
<strong>in</strong>creases the reliability of the scale at the same time. Sureshch<str<strong>on</strong>g>and</str<strong>on</strong>g>ar, Rajenddran& Anantharaman (2002)<br />
showed that customer satisfacti<strong>on</strong> has to be seen as build<strong>in</strong>g a multi-dimensi<strong>on</strong>al <str<strong>on</strong>g>and</str<strong>on</strong>g> items of measurement<br />
should be made with the same service quality dimensi<strong>on</strong>s. His studies adopted a different approach <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
customer satisfacti<strong>on</strong> is seen as multi-dimensi<strong>on</strong>al <strong>in</strong>valid c<strong>on</strong>structs such as quality of service, <str<strong>on</strong>g>and</str<strong>on</strong>g> argues that<br />
customer satisfacti<strong>on</strong> should be operati<strong>on</strong>al al<strong>on</strong>g the same factors <strong>in</strong> operati<strong>on</strong>al service quality.<br />
2.3 <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>Bank</str<strong>on</strong>g> <str<strong>on</strong>g>Service</str<strong>on</strong>g> <str<strong>on</strong>g>Quality</str<strong>on</strong>g><br />
iB (read ai-Bi) abbreviati<strong>on</strong> of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>Bank</str<strong>on</strong>g><strong>in</strong>g was popularized as a marker of identity of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong><br />
Ind<strong>on</strong>esia which was established s<strong>in</strong>ce 2 July 2007. The use of this identity aims to keep the community quickly<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> easily recognize the availability of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g services <strong>in</strong> all over Ind<strong>on</strong>esia, as modern society already<br />
familiar with the term<strong>in</strong>ology-term<strong>in</strong>ology iPh<strong>on</strong>e, iPod or i<str<strong>on</strong>g>Bank</str<strong>on</strong>g>. IB Logo is a marker of identity of the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
bank<strong>in</strong>g <strong>in</strong>dustry <strong>in</strong> Ind<strong>on</strong>esia is the crystallizati<strong>on</strong> of the ma<strong>in</strong> values of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g system that is modern,<br />
transparent, equitable, balanced, <str<strong>on</strong>g>and</str<strong>on</strong>g> ethical that always puts the values of community <str<strong>on</strong>g>and</str<strong>on</strong>g> partnerships. The<br />
presence of the logo or term iB would make it easier for the public to recognize quickly <str<strong>on</strong>g>and</str<strong>on</strong>g> f<strong>in</strong>d an excess of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g services for the needs of their f<strong>in</strong>ancial transacti<strong>on</strong>s.<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>Bank</str<strong>on</strong>g> <str<strong>on</strong>g>Service</str<strong>on</strong>g> <str<strong>on</strong>g>Quality</str<strong>on</strong>g> (iBSQ) is the service quality of the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia that blends the iB<br />
terms above with the term BSQ (<str<strong>on</strong>g>Bank</str<strong>on</strong>g> <str<strong>on</strong>g>Service</str<strong>on</strong>g> <str<strong>on</strong>g>Quality</str<strong>on</strong>g>) was popularized by Petridou et al. (2006, 2007).<br />
Abdullah et al. (2011) to identify the quality of services for the bank<strong>in</strong>g sector, so that the term iBSQ is used to<br />
reflect the quality of service <str<strong>on</strong>g>and</str<strong>on</strong>g> Imag<strong>in</strong>g for <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong> Ind<strong>on</strong>esia.<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g operati<strong>on</strong>s are derived from <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> law <str<strong>on</strong>g>and</str<strong>on</strong>g> thus different <strong>in</strong> spirit, cultural background <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
practice of operati<strong>on</strong> of c<strong>on</strong>venti<strong>on</strong>al banks. Due to str<strong>on</strong>g competiti<strong>on</strong>, expectati<strong>on</strong>s of customers to receive<br />
high quality service <str<strong>on</strong>g>and</str<strong>on</strong>g> rapid changes <strong>in</strong> technology, so that <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks must th<strong>in</strong>k strategically by provid<strong>in</strong>g<br />
high-quality products <str<strong>on</strong>g>and</str<strong>on</strong>g> services to satisfy their customers. The ma<strong>in</strong> pr<strong>in</strong>ciple of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> f<strong>in</strong>ancial <strong>in</strong>stituti<strong>on</strong>s<br />
was <strong>in</strong>terest-free is reflected <strong>in</strong> products generated.<br />
In some countries, like the United K<strong>in</strong>gdom us<strong>in</strong>g the method mix, research Abdurrahim (2010) developed a<br />
model SERVQUAL was modified to measure the quality of service <strong>in</strong> the United K<strong>in</strong>gdom <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. The<br />
result<strong>in</strong>g <strong>in</strong>strument is <strong>in</strong>tended to help managers <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks based <strong>in</strong> the United K<strong>in</strong>gdom <strong>in</strong> order to<br />
measure the quality of their services <str<strong>on</strong>g>and</str<strong>on</strong>g> focus their attenti<strong>on</strong> <strong>on</strong> the dimensi<strong>on</strong> of the quality of service that are<br />
most important to Muslim customers. These <strong>in</strong>struments <strong>in</strong>clude thirty-four items, grouped <strong>in</strong>to five dimensi<strong>on</strong>s.<br />
The five dimensi<strong>on</strong>s are resp<strong>on</strong>siveness, credibility, accessibility, tangibles of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> <str<strong>on</strong>g>and</str<strong>on</strong>g> image bank.<br />
In the United Arab Emirates, Jabnoun <str<strong>on</strong>g>and</str<strong>on</strong>g> Khalifa (2005) to develop the measurement of service quality <strong>on</strong><br />
c<strong>on</strong>venti<strong>on</strong>al bank <str<strong>on</strong>g>and</str<strong>on</strong>g> bank Islam <str<strong>on</strong>g>and</str<strong>on</strong>g> resulted <strong>in</strong> four dimensi<strong>on</strong>s of pers<strong>on</strong>al skills, reliability, value <str<strong>on</strong>g>and</str<strong>on</strong>g> image<br />
bank. Only the dimensi<strong>on</strong> values <str<strong>on</strong>g>and</str<strong>on</strong>g> pers<strong>on</strong>al skills are significant <strong>in</strong> determ<strong>in</strong><strong>in</strong>g the quality of services <strong>on</strong><br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks.<br />
In Kuwait, Othman <str<strong>on</strong>g>and</str<strong>on</strong>g> Owen (2001) suggests that it is important for the bank to place <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> cultural<br />
differences when adopt<strong>in</strong>g the quality of service, <str<strong>on</strong>g>and</str<strong>on</strong>g> suggested a new model by <strong>in</strong>corporat<strong>in</strong>g elements of value<br />
to measure the quality of service. These measurements are called CARTER based <strong>on</strong> item 34. <str<strong>on</strong>g>Study</str<strong>on</strong>g> shows<br />
significant validity for all items CARTER <str<strong>on</strong>g>and</str<strong>on</strong>g> a str<strong>on</strong>g l<strong>in</strong>k between quality of service <str<strong>on</strong>g>and</str<strong>on</strong>g> customer satisfacti<strong>on</strong>.<br />
CARTER was Compliance, Assurance, Reliability, Tangible, Empathy, <str<strong>on</strong>g>and</str<strong>on</strong>g> Resp<strong>on</strong>siveness.<br />
In Malaysia, research Shafie et al. (2004) <str<strong>on</strong>g>and</str<strong>on</strong>g> Osman et al. (2009) <strong>on</strong>ly adopt research Othman <str<strong>on</strong>g>and</str<strong>on</strong>g> Owen (2001)<br />
<strong>in</strong> measur<strong>in</strong>g the quality of the service of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks <strong>in</strong> Malaysia. Other research Abdullah et al. (2011) a<br />
measure of the quality of service <strong>on</strong> c<strong>on</strong>venti<strong>on</strong>al banks <str<strong>on</strong>g>and</str<strong>on</strong>g> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks to adopt 34 items of the quality of<br />
service Parasuraman, Zeithaml & Berry (1985). Their research give new <strong>in</strong>struments with 22 the item for the<br />
quality of a special service of bank<strong>in</strong>g <strong>in</strong>dustry which is the system of services, reliability <str<strong>on</strong>g>and</str<strong>on</strong>g> resp<strong>on</strong>sive.<br />
In Ind<strong>on</strong>esia, the service quality research <strong>on</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g is largely adopted the quality service Parasuraman<br />
et al. (1988) as Ramadania (2002) at <str<strong>on</strong>g>Bank</str<strong>on</strong>g> Muamalat Ind<strong>on</strong>esia <strong>in</strong> Surabaya, Fatmah (2007) <strong>in</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong><br />
East Java, Cipt<strong>on</strong>o <str<strong>on</strong>g>and</str<strong>on</strong>g> Soviyanti (2007) <strong>in</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong> Riau, Zahara (2007) <strong>in</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong> Makassar.<br />
IBSQ <strong>in</strong> this study comb<strong>in</strong>es research <str<strong>on</strong>g>and</str<strong>on</strong>g> adopt Othman <str<strong>on</strong>g>and</str<strong>on</strong>g> Owen (2001) were the first to <strong>in</strong>troduce the<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> compliance with the quality of service <str<strong>on</strong>g>and</str<strong>on</strong>g> research Abdullah et al. (2011) that designed the new<br />
measurement <strong>in</strong>struments <strong>in</strong> the bank<strong>in</strong>g sector <str<strong>on</strong>g>and</str<strong>on</strong>g> identify the 3-dimensi<strong>on</strong>al system service, resp<strong>on</strong>siveness<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> reliability. But Abdullah et al. (2011) research <strong>on</strong> the bank<strong>in</strong>g sector <strong>in</strong> Malaysia is <strong>on</strong>ly the third such test<br />
uni-dimensi<strong>on</strong>s, reliability <str<strong>on</strong>g>and</str<strong>on</strong>g> validity with the analysis of factors without test<strong>in</strong>g it with other variables such as<br />
customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. In additi<strong>on</strong>, research cross culture, Kassim <str<strong>on</strong>g>and</str<strong>on</strong>g> Abdullah (2010) found that there<br />
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was no difference between the <strong>in</strong>fluence of the quality of service to the customer satisfacti<strong>on</strong> <strong>in</strong> two countries<br />
namely Qatar <str<strong>on</strong>g>and</str<strong>on</strong>g> Malaysia s<strong>in</strong>ce the resp<strong>on</strong>dents have the same cultural background, so this research adopt<br />
Abdullah et al. (2011) because it has cultural similarities between the Malaysia <str<strong>on</strong>g>and</str<strong>on</strong>g> Ind<strong>on</strong>esia.<br />
3. Methodology<br />
Sampl<strong>in</strong>g method <strong>in</strong> this study was accidental sampl<strong>in</strong>g, which meant tak<strong>in</strong>g samples or resp<strong>on</strong>dents based <strong>on</strong><br />
co<strong>in</strong>cidence, i.e., any<strong>on</strong>e who by chance met with <strong>in</strong>vestigators <str<strong>on</strong>g>and</str<strong>on</strong>g> met the criteria were selected <str<strong>on</strong>g>and</str<strong>on</strong>g> used as<br />
resp<strong>on</strong>dents. This technique is usually d<strong>on</strong>e due to lack of time, effort, <str<strong>on</strong>g>and</str<strong>on</strong>g> funds, so that, it is not possible to<br />
take a large size of sample. The advantage of this technique lies <strong>on</strong> the precisi<strong>on</strong> of the researchers <strong>in</strong> choos<strong>in</strong>g<br />
data source that corresp<strong>on</strong>ds to the variables exam<strong>in</strong>ed (Arikunto, 2002).<br />
Criteria of resp<strong>on</strong>dents used <strong>in</strong> this research were that the resp<strong>on</strong>dents were not <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank employees who<br />
enjoy services from the bank<strong>in</strong>g directly, <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank customers who visit the bank at least <strong>on</strong>ce a m<strong>on</strong>th, <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
customers who use more than <strong>on</strong>e products <str<strong>on</strong>g>and</str<strong>on</strong>g> services of the <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. A total of 130 customers were<br />
selected required <str<strong>on</strong>g>and</str<strong>on</strong>g> used as resp<strong>on</strong>dents. The number of resp<strong>on</strong>dents was calculated accord<strong>in</strong>g to the<br />
techniques of Hair, et al. (2006) namely to obta<strong>in</strong> a sample that has a power that is assumed to be 0.8 alpha with<br />
researchers of 5%.<br />
The resp<strong>on</strong>dents were <strong>in</strong>terviewed us<strong>in</strong>g structured questi<strong>on</strong>naire. All answers of questi<strong>on</strong> <strong>in</strong> the questi<strong>on</strong>naire<br />
were scaled <strong>in</strong>to five po<strong>in</strong>ts start<strong>in</strong>g from str<strong>on</strong>gly disagree to str<strong>on</strong>gly agree accord<strong>in</strong>g to Likert scale. The data<br />
were then descriptively analyzed us<strong>in</strong>g technical analysis approach <strong>in</strong>ferential structural equati<strong>on</strong> model (SEM).<br />
4. Results<br />
4.1 Profiles of Resp<strong>on</strong>dent<br />
Profiles of resp<strong>on</strong>dent used <strong>in</strong> this research were age of 31-40 years (31%), female (54,6%), highly<br />
educated/bachelor (40%), married (59,2%), have a bus<strong>in</strong>ess (28,5%) <str<strong>on</strong>g>and</str<strong>on</strong>g> have <strong>in</strong>come per m<strong>on</strong>th of RP.<br />
5.000.000 - RP. 10.000.000 (40%). Based <strong>on</strong> those compositi<strong>on</strong>s, profiles of the resp<strong>on</strong>dent were mostly<br />
housewife, hav<strong>in</strong>g a bus<strong>in</strong>ess, <str<strong>on</strong>g>and</str<strong>on</strong>g> at productive age with moderate to high <strong>in</strong>come. With those profiles, the<br />
resp<strong>on</strong>dents have a good f<strong>in</strong>ancial c<strong>on</strong>diti<strong>on</strong> for do<strong>in</strong>g transacti<strong>on</strong>s with the bank (sav<strong>in</strong>g, withdraw<strong>in</strong>g, lend<strong>in</strong>g<br />
(credit), <str<strong>on</strong>g>and</str<strong>on</strong>g> pay<strong>in</strong>g credit back).<br />
Although most of resp<strong>on</strong>dents (43.6%) stated that they were <strong>in</strong>terested to be customer of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank was due<br />
to its products <str<strong>on</strong>g>and</str<strong>on</strong>g> services, but based <strong>on</strong> their bank account possessi<strong>on</strong>, most of the resp<strong>on</strong>dents (67.7%) have<br />
also other accounts <strong>in</strong> c<strong>on</strong>venti<strong>on</strong>al bank for their f<strong>in</strong>ancial transacti<strong>on</strong>s <strong>in</strong> additi<strong>on</strong> to their account <strong>in</strong> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
bank.<br />
4.2 SEM Analysis<br />
The validity <str<strong>on</strong>g>and</str<strong>on</strong>g> reliability of research <strong>in</strong>struments <strong>in</strong>cluded variables (X1), resp<strong>on</strong>sive (X2), reliability (X3),<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> Compliance (X4), Satisfacti<strong>on</strong> (Y1) <str<strong>on</strong>g>and</str<strong>on</strong>g> trust (Y2). The results showed that values of each variable <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
correlati<strong>on</strong> dimensi<strong>on</strong> was above 0.3, meant that the overall variables <str<strong>on</strong>g>and</str<strong>on</strong>g> dimensi<strong>on</strong>s of the questi<strong>on</strong>s were<br />
valid. In additi<strong>on</strong>, the six variables had value of alpha coefficients 0.60 which meant that the data <strong>in</strong>struments<br />
were valid <str<strong>on</strong>g>and</str<strong>on</strong>g> reliable.<br />
Based <strong>on</strong> theoretical model <strong>on</strong> the c<strong>on</strong>ceptual framework of the study, the data must be fit if the data are<br />
supported by empirical data. Result of goodness of fit overall model us<strong>in</strong>g SEM analysis to determ<strong>in</strong>e whether<br />
hypothesis is supported by empirical data is presented <strong>in</strong> Figure 1 <str<strong>on</strong>g>and</str<strong>on</strong>g> Table 1.<br />
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Figure 1. Output model of measurement us<strong>in</strong>g SEM analysis<br />
Hypothesis test<strong>in</strong>g was affected by the direct <strong>in</strong>fluence of the t test (t test) <strong>in</strong> each of the direct <strong>in</strong>fluence of the<br />
partial path. Results of hypothesis test<strong>in</strong>g of direct <strong>in</strong>fluence are presented <strong>in</strong> Table 1.<br />
Based <strong>on</strong> direct <strong>in</strong>fluence above <strong>on</strong> path 4 of 9 are n<strong>on</strong>-significant. It can be traced to the <strong>in</strong>direct effect. The<br />
<strong>in</strong>direct effect is obta<strong>in</strong>ed from the results of the sec<strong>on</strong>d direct <strong>in</strong>fluence. If both direct <strong>in</strong>fluences are equally<br />
significant, then the <strong>in</strong>direct effect must also be significant. However, if <strong>on</strong>e or both direct <strong>in</strong>fluences are not<br />
significant, then the <strong>in</strong>direct <strong>in</strong>fluence must also not be significant. Results of analysis of <strong>in</strong>direct <strong>in</strong>fluence are<br />
presented <strong>in</strong> Table 2.<br />
Table 1. Direct <strong>in</strong>fluence hypotheses test<strong>in</strong>g<br />
Independent variables<br />
Dependent<br />
variables<br />
Coefficient p-value<br />
System (X1) Satisfacti<strong>on</strong> (Y1) 0.390 0.001 (s)<br />
Resp<strong>on</strong>sive (X2) Satisfacti<strong>on</strong> (Y1) 0.401 0.001 (s)<br />
Reliability (X3) Satisfacti<strong>on</strong> (Y1) 0.389 0.001 (s)<br />
Compliance (X4) Satisfacti<strong>on</strong> (Y1) 0.319 0.001 (s)<br />
System (X1) Satisfacti<strong>on</strong> (Y2) -0.007 0.951 (ns)<br />
Resp<strong>on</strong>sive (X2) <str<strong>on</strong>g>Trust</str<strong>on</strong>g> (Y2) -0.040 0.741 (ns)<br />
Reliability (X3) <str<strong>on</strong>g>Trust</str<strong>on</strong>g> (Y2) -0.041 0.731 (ns)<br />
Compliance (X4) <str<strong>on</strong>g>Trust</str<strong>on</strong>g> (Y2) 0.031 0.780 (ns)<br />
Satisfacti<strong>on</strong> (Y1)<br />
Note: s: significant, ns: n<strong>on</strong>-significant.<br />
<str<strong>on</strong>g>Trust</str<strong>on</strong>g> (Y2) 0.688 0.005 (ns)<br />
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Table 2. Indirect <strong>in</strong>fluence hypotheses test<strong>in</strong>g<br />
Independent, <strong>in</strong>terven<strong>in</strong>g <str<strong>on</strong>g>and</str<strong>on</strong>g> dependent variables Indirect p-value<br />
X1 Y1 Y2<br />
X2 Y1 Y2<br />
X3 Y1 Y2<br />
X4 Y1 Y2<br />
54<br />
X1 Y1 : 0.390(s)<br />
Y1 Y2 : 0.688(s)<br />
0.390x0.688= 0.268<br />
X2 Y1 : 0.401(s)<br />
Y1 Y2 : 0.688 (s)<br />
0.401x0.688= 0.279<br />
X3 Y1 : 0.389(s)<br />
Y1 Y2 : 0.688 (s)<br />
0.389x0.688= 0.268<br />
X4 Y1 : 0.319(s)<br />
Y1 Y2 : 0.688 (s)<br />
0.319x0.688= 0.219<br />
Significant<br />
Significant<br />
Significant<br />
Significant<br />
5. Discussi<strong>on</strong><br />
5.1 <str<strong>on</strong>g>Service</str<strong>on</strong>g> System to Customer Satisfacti<strong>on</strong><br />
The analysis it appears that there is str<strong>on</strong>g evidence to claim that the presence of the <strong>in</strong>fluence of a significant<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> positive between the system of services to customer satisfacti<strong>on</strong>. This is <strong>in</strong>dicated that the better the system<br />
of services given <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks will be able to <strong>in</strong>crease customer satisfacti<strong>on</strong>. So substantially to meet customer’<br />
satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> prompt <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank always improve the service system.<br />
System is a systematic arrangement of services. <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks need to pay attenti<strong>on</strong> to system of services,<br />
because it is <strong>on</strong>e of the factors that make up their quality of service. System service will affect customer<br />
satisfacti<strong>on</strong>. <str<strong>on</strong>g>Service</str<strong>on</strong>g> system <strong>in</strong> this research is reflected through eight <strong>in</strong>dicators, <strong>in</strong>clud<strong>in</strong>g appropriateness of<br />
the service, service flexibility, simplicity of procedure, care <str<strong>on</strong>g>and</str<strong>on</strong>g> attenti<strong>on</strong>, the clarity of the st<str<strong>on</strong>g>and</str<strong>on</strong>g>ards,<br />
<strong>in</strong>formati<strong>on</strong> technology, fulfill<strong>in</strong>g the needs <str<strong>on</strong>g>and</str<strong>on</strong>g> affordability.<br />
Results of the analysis showed that there was significant <str<strong>on</strong>g>and</str<strong>on</strong>g> positive <strong>in</strong>fluence of service system <strong>on</strong> customer’s<br />
satisfacti<strong>on</strong>. This <strong>in</strong>dicated that better services provided by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g <strong>in</strong>creased customer’s satisfacti<strong>on</strong>. In<br />
other word, customer satisfacti<strong>on</strong> encouraged of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks to always improve their services for customers.<br />
Empirically, previous researches had proven that system of service had <strong>in</strong>fluence or a positive relati<strong>on</strong>ship with<br />
the customer’s satisfacti<strong>on</strong> (Aldlagian & Buttle, 2002; Sahadev & Purani, 2008; Sadeh et al., 2011). The results<br />
of this research were <strong>in</strong> l<strong>in</strong>e with Fang et al. (2011) who reported that the system <strong>in</strong>fluenced significantly to<br />
quality of customer satisfacti<strong>on</strong>. The better the service provided by the bank to the customer, the higher the<br />
customer’s satisfacti<strong>on</strong> <strong>on</strong> <strong>in</strong>dicators of the system services. The most important c<strong>on</strong>tributi<strong>on</strong> of <strong>in</strong>dicators’ to<br />
the system service was the c<strong>on</strong>cern <str<strong>on</strong>g>and</str<strong>on</strong>g> attenti<strong>on</strong> of the employees to the customers dur<strong>in</strong>g transacti<strong>on</strong> or <strong>in</strong><br />
help<strong>in</strong>g customers to solve problems. Care <str<strong>on</strong>g>and</str<strong>on</strong>g> attenti<strong>on</strong> of employees str<strong>on</strong>gly <strong>in</strong>fluenced the system of<br />
services that ultimately <strong>in</strong>crease customer satisfacti<strong>on</strong>. Care <str<strong>on</strong>g>and</str<strong>on</strong>g> attenti<strong>on</strong> of employees was also due to that<br />
most of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank customers enjoyed the care <str<strong>on</strong>g>and</str<strong>on</strong>g> attenti<strong>on</strong> which facilitate the customer do<strong>in</strong>g transacti<strong>on</strong>s,<br />
especially when first time open a account <str<strong>on</strong>g>and</str<strong>on</strong>g> make deposit, send m<strong>on</strong>ey (m<strong>on</strong>ey transfer), <strong>in</strong>terbank transfers,<br />
withdraw<strong>in</strong>g <str<strong>on</strong>g>and</str<strong>on</strong>g> sav<strong>in</strong>g m<strong>on</strong>ey. In additi<strong>on</strong>, resp<strong>on</strong>dents also enjoyed b<strong>on</strong>us <strong>in</strong> the form of po<strong>in</strong>ts rewarded by<br />
the bank due to their debit or their use of credit card. In additi<strong>on</strong>, the adm<strong>in</strong>istrative fee <str<strong>on</strong>g>and</str<strong>on</strong>g> a low m<strong>in</strong>imum<br />
balance are also able to <strong>in</strong>crease customers’ satisfacti<strong>on</strong>.<br />
5.2 Resp<strong>on</strong>sive to Customer Satisfacti<strong>on</strong><br />
Resp<strong>on</strong>sive is a commitment of employees <strong>in</strong> giv<strong>in</strong>g service to customers. Based data analysis it was shown that<br />
there was significant <str<strong>on</strong>g>and</str<strong>on</strong>g> positive effect of resp<strong>on</strong>siveness <strong>on</strong> customer satisfacti<strong>on</strong> customer satisfacti<strong>on</strong>. It<br />
means higher resp<strong>on</strong>siveness of employees <strong>in</strong> serv<strong>in</strong>g customers will result <strong>in</strong> higher customer satisfacti<strong>on</strong>.<br />
The most important <strong>in</strong>dicator <strong>in</strong> the resp<strong>on</strong>sive variable is the will<strong>in</strong>gness of employee to give helps to<br />
customers. Will<strong>in</strong>gness to help shown by the employees of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks is that customers have encountered <strong>in</strong><br />
deal<strong>in</strong>g, but this has not been d<strong>on</strong>e properly by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong> Makassar. Satisfacti<strong>on</strong> resp<strong>on</strong>sive are still be<strong>in</strong>g<br />
under the level of satisfy<strong>in</strong>g. This c<strong>on</strong>diti<strong>on</strong> decreased the competitiveness <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks toward c<strong>on</strong>venti<strong>on</strong>al<br />
banks. Will<strong>in</strong>gness to help must be as a serious c<strong>on</strong>cern by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, because this <strong>in</strong>dicator is as the weakest
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<strong>on</strong>es am<strong>on</strong>g the overall resp<strong>on</strong>siveness of employees to customers.<br />
To anticipate bank employee disappo<strong>in</strong>t<strong>in</strong>g the customer, bank employees improve c<strong>on</strong>t<strong>in</strong>uously their<br />
resp<strong>on</strong>siveness to what the customer needs, for example help<strong>in</strong>g clients who are hav<strong>in</strong>g trouble <strong>in</strong> fill<strong>in</strong>g form,<br />
direct<strong>in</strong>g the customers to the unit they needs, i quick h<str<strong>on</strong>g>and</str<strong>on</strong>g>l<strong>in</strong>g customers’ compla<strong>in</strong>ts <str<strong>on</strong>g>and</str<strong>on</strong>g> always c<strong>on</strong>sistent <strong>in</strong><br />
the implementati<strong>on</strong> of the service for the c<strong>on</strong>venience of the customers.<br />
This research was c<strong>on</strong>sistent with some earlier research (Parasuraman et al., 1985; Shafie et al., 2004) who<br />
reported that resp<strong>on</strong>siveness was as the most variable that improved satisfacti<strong>on</strong> for the customer. The results of<br />
this study were also <strong>in</strong> l<strong>in</strong>e with Ladhari et al. (2011) who found that the most important predictor of satisfacti<strong>on</strong><br />
was resp<strong>on</strong>siveness, <str<strong>on</strong>g>and</str<strong>on</strong>g> Ribb<strong>in</strong>k et al. (2004) who reported that resp<strong>on</strong>siveness gave positive effect <strong>on</strong> customer<br />
satisfacti<strong>on</strong>.<br />
Variable resp<strong>on</strong>siveness showed the most significant <strong>in</strong>fluence <strong>on</strong> customer satisfacti<strong>on</strong>, this because due to the<br />
full attenti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> underst<str<strong>on</strong>g>and</str<strong>on</strong>g><strong>in</strong>g pers<strong>on</strong>ally <str<strong>on</strong>g>and</str<strong>on</strong>g> not regard social status of the bank to service the customers.<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank employees did not hesitate to provide assistance to their customers. <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank clients, especially<br />
those who have credit, do not need to come to the bank to pay the credit, but <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank employees themselves<br />
who will go to the customer to collect the payment (pick<strong>in</strong>g ball up). <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank clients feel that they have<br />
been given fully attenti<strong>on</strong> by the bank. This c<strong>on</strong>diti<strong>on</strong> can <strong>in</strong>crease customer satisfacti<strong>on</strong>. Yeh <str<strong>on</strong>g>and</str<strong>on</strong>g> Li (2009)<br />
stated that resp<strong>on</strong>siveness was very important not <strong>on</strong>ly as a measure of quality, but also as a diagnostic tool to<br />
reveal the service quality.<br />
5.3 Reliability to Customer Satisfacti<strong>on</strong><br />
Reliability meant the c<strong>on</strong>sistency of performance of the services. Based <strong>on</strong> data analysis, it was shown that there<br />
was a positively significant <strong>in</strong>fluence of the reliability <strong>on</strong> customer satisfacti<strong>on</strong>. This <strong>in</strong>dicated that higher<br />
c<strong>on</strong>sistency of service quality, <strong>in</strong>crease customer satisfacti<strong>on</strong>.<br />
The most important <strong>in</strong>dicator to develop reliability <strong>in</strong> this research was accurate <strong>in</strong>formati<strong>on</strong>. This f<strong>in</strong>d<strong>in</strong>g was<br />
evident because the clients who want to deposit their funds or to do other bank transacti<strong>on</strong>s wanted to have<br />
accurate <strong>in</strong>formati<strong>on</strong> from the bank. This has not been very well d<strong>on</strong>e by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank. The customers will be<br />
satisfied when they are sure that bank employees who will serve them are reliable (precise <str<strong>on</strong>g>and</str<strong>on</strong>g> fast) especially<br />
giv<strong>in</strong>g accurate <strong>in</strong>formati<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> record<strong>in</strong>g of customer account. So that, <strong>in</strong> provid<strong>in</strong>g fast, precise, accurate <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
satisfy<strong>in</strong>g services that has been promised need to be ma<strong>in</strong>ta<strong>in</strong>ed <str<strong>on</strong>g>and</str<strong>on</strong>g> improved.<br />
These results were supported by Abdullah et al. (2011), Jabnoun <str<strong>on</strong>g>and</str<strong>on</strong>g> Khalifa (2005), Parasuraman et al. (1985)<br />
who stated that the reliability affected customer satisfacti<strong>on</strong>. In additi<strong>on</strong>, Akbar <str<strong>on</strong>g>and</str<strong>on</strong>g> Parves (2009) reported that<br />
<strong>on</strong>ly variable reliability that gave significant effect <strong>on</strong> satisfacti<strong>on</strong> of telecommunicati<strong>on</strong>s customers’ <strong>in</strong><br />
Bangladesh. Ladhari et al. (2011) also reported that reliability was the the most variable giv<strong>in</strong>g significant effect<br />
<strong>on</strong> satisfacti<strong>on</strong> customer <strong>in</strong> Canada <str<strong>on</strong>g>and</str<strong>on</strong>g> Tunisia bank. Abdullah et al. (2011) stated that to improve reliability<br />
required a good communicati<strong>on</strong>. It is services can be delivered to the customer with reliable, trustworthy <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
underst<str<strong>on</strong>g>and</str<strong>on</strong>g>able manner.<br />
5.4 Compliance to Customer Satisfacti<strong>on</strong><br />
Compliance to <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> is the hallmark of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g which describes the ability of the bank’s compliance<br />
<strong>in</strong> apply<strong>in</strong>g the pr<strong>in</strong>ciples of Islam <strong>in</strong> any transacti<strong>on</strong>s, i.e., the bank operates <strong>in</strong> accordance with the pr<strong>in</strong>ciples<br />
of Islam, such as, without <strong>in</strong>terest <str<strong>on</strong>g>and</str<strong>on</strong>g> produc<strong>in</strong>g <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> products <str<strong>on</strong>g>and</str<strong>on</strong>g> services (share <strong>in</strong>come, gharar, halal<br />
<strong>in</strong>vestment, zakat/charity, <strong>in</strong>faq, h<strong>on</strong>est <str<strong>on</strong>g>and</str<strong>on</strong>g> fair).<br />
From the results of the analysis to see that there is enough evidence to suggest that there is a significant <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
positive <strong>in</strong>fluence of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> compliance to customer satisfacti<strong>on</strong>. This means that the better <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> compliance<br />
applied to <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g, will lead to <strong>in</strong>creas<strong>in</strong>gly higher levels of perceived satisfacti<strong>on</strong> of the customer.<br />
As research c<strong>on</strong>ducted by Othman <str<strong>on</strong>g>and</str<strong>on</strong>g> Owen (2001), Shafie et al. (2004), Osman et al. (2009), Lee <str<strong>on</strong>g>and</str<strong>on</strong>g> Ullah<br />
(2011) that customers really appreciated the compliance of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <str<strong>on</strong>g>and</str<strong>on</strong>g> n<strong>on</strong>-compliance with <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
pr<strong>in</strong>ciples lead to dissatisfy customers. The most important <strong>in</strong>dicator to develop compliance is free from<br />
uncerta<strong>in</strong>ty. This is evidenced by the c<strong>on</strong>tract is clear l<strong>in</strong>k between <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks with customers <strong>in</strong> every<br />
bank<strong>in</strong>g transacti<strong>on</strong> c<strong>on</strong>ducted by the subscribers that n<strong>on</strong>-compliance with <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> pr<strong>in</strong>ciples lead to<br />
dissatisfied, uncerta<strong>in</strong>ty regard<strong>in</strong>g the f<strong>in</strong>al outcome of cooperati<strong>on</strong> that can lead to disputes <str<strong>on</strong>g>and</str<strong>on</strong>g> litigati<strong>on</strong>. So,<br />
free from uncerta<strong>in</strong>ty gives the sense that the possibility of a dispute or exploitati<strong>on</strong> can be m<strong>in</strong>imized.<br />
Unfortunately, this research <strong>in</strong>dicated that compliance provided the lowest c<strong>on</strong>tributi<strong>on</strong> for satisfacti<strong>on</strong><br />
compared to other variables.<br />
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5.5 System of <str<strong>on</strong>g>Service</str<strong>on</strong>g> to <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
The results of the analysis show that there is not enough str<strong>on</strong>g evidence to suggest that there is a significant <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
positive <strong>in</strong>fluence of the system of service customer trust. This is <strong>in</strong>dicated regardless of the value of the service,<br />
the system will have no effect <strong>on</strong> high low c<strong>on</strong>sumer trust. But there is an <strong>in</strong>direct effect of the system of service<br />
customer trust through customer satisfacti<strong>on</strong>. That means the higher the service system, will lead to more <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
higher trust of the customer, if customer satisfacti<strong>on</strong> also <strong>in</strong>creased. Result of this research was certa<strong>in</strong>ly very<br />
<strong>in</strong>terest<strong>in</strong>g as previous researches reported that system of services had a significant <strong>in</strong>fluence <strong>on</strong> c<strong>on</strong>sumer trust<br />
(Sahadev <str<strong>on</strong>g>and</str<strong>on</strong>g> Purani, 2008; Sadeh et al., 2011).<br />
Research by Sahadev <str<strong>on</strong>g>and</str<strong>on</strong>g> Purani (2008) <strong>on</strong> alumni <str<strong>on</strong>g>and</str<strong>on</strong>g> students who are seek<strong>in</strong>g a job via <strong>in</strong>ternet suggests that<br />
the availability of system services affects customer trust. Sadeh et al. (2011) found the same results where<br />
availability of service system <strong>in</strong>duced the trust of retail<strong>in</strong>g company's customers <strong>in</strong> Iran. There was differences<br />
<strong>in</strong> applicati<strong>on</strong> of service system <strong>in</strong> the previous research d<strong>on</strong>e by Sahadev <str<strong>on</strong>g>and</str<strong>on</strong>g> Purani (2008) <str<strong>on</strong>g>and</str<strong>on</strong>g> Sadeh et al.<br />
(2011) <strong>in</strong> this research d<strong>on</strong>e here. In the previous research, measurement system to assess the functi<strong>on</strong>ality of<br />
the service d<strong>on</strong>e website. While <strong>in</strong> this research, assessment of service system was performed by judg<strong>in</strong>g<br />
regularly <str<strong>on</strong>g>and</str<strong>on</strong>g> system delivery of bank services to customers. The difference of research results was due to the<br />
role of mediati<strong>on</strong> <strong>on</strong> customer satisfacti<strong>on</strong>, where <strong>in</strong> the researches of Sahadev <str<strong>on</strong>g>and</str<strong>on</strong>g> Purani (2008) <str<strong>on</strong>g>and</str<strong>on</strong>g> Sadeh et<br />
al. (2011) those variables could directly affect customer trust.<br />
The customer cannot be said to believe or trust the system services provided by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks if it did not give<br />
customer satisfacti<strong>on</strong>. Gounaris <str<strong>on</strong>g>and</str<strong>on</strong>g> Venetis (2002) revealed that not all dimensi<strong>on</strong>s of service quality gave the<br />
same c<strong>on</strong>tributi<strong>on</strong> to the trust. The success of the service system requires quite a l<strong>on</strong>g time <strong>in</strong> improv<strong>in</strong>g trust.<br />
The element of time was very <strong>in</strong>strumental <strong>in</strong> develop<strong>in</strong>g l<strong>on</strong>g term relati<strong>on</strong>ships. It is well known that <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
commercial banks <strong>in</strong> Ind<strong>on</strong>esia were just recent established with<strong>in</strong> the 35 years, thus some resp<strong>on</strong>dents were not<br />
l<strong>on</strong>g to be <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank customer.<br />
In additi<strong>on</strong>, there was some compla<strong>in</strong> from customer, for example resp<strong>on</strong>dents also compla<strong>in</strong>ed about the park<strong>in</strong>g<br />
is narrow <str<strong>on</strong>g>and</str<strong>on</strong>g> the availability of the number of ATM causes resp<strong>on</strong>dents are not so sure of system services<br />
provided by the bank. Some <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks did not provide facilities such as TV, newspapers, or magaz<strong>in</strong>es <str<strong>on</strong>g>and</str<strong>on</strong>g> a<br />
queue screen number <strong>in</strong> the wait<strong>in</strong>g room. The wait<strong>in</strong>g room was cramped <str<strong>on</strong>g>and</str<strong>on</strong>g> unsanitary. These all c<strong>on</strong>diti<strong>on</strong>s<br />
might weaken the <strong>in</strong>fluence of service system <strong>on</strong> customer trust. It was also found that availability of <strong>in</strong>formati<strong>on</strong><br />
technology is not yet capable of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks to help improve customer bus<strong>in</strong>esses.<br />
5.6 Resp<strong>on</strong>sive to <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
The results of the analysis to see that there is not yet enough evidence stated that there is a significant <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
positive <strong>in</strong>fluence of resp<strong>on</strong>sive to customer trust. This is <strong>in</strong>dicated regardless of the value of resp<strong>on</strong>sive, will<br />
have no effect <strong>on</strong> high low c<strong>on</strong>sumer trust. However, there are <strong>in</strong>direct <strong>in</strong>fluences between resp<strong>on</strong>sive to<br />
customer trust through customer satisfacti<strong>on</strong>. That means the higher the resp<strong>on</strong>sive, will lead to more <str<strong>on</strong>g>and</str<strong>on</strong>g> higher<br />
trust of the customer, if customer satisfacti<strong>on</strong> is also <strong>in</strong>creas<strong>in</strong>g.<br />
Data of this research was different from research d<strong>on</strong>e by Al-Hawari (2011) who reported positive <strong>in</strong>fluence of<br />
resp<strong>on</strong>sive to trust <strong>on</strong> the c<strong>on</strong>text of retail banks <strong>in</strong> the UAE. In additi<strong>on</strong>, Akbar <str<strong>on</strong>g>and</str<strong>on</strong>g> Parvez (2005) <strong>in</strong> the case of<br />
Grameen Ph<strong>on</strong>e <strong>in</strong> Bangladesh found <strong>on</strong>ly a dimensi<strong>on</strong> of resp<strong>on</strong>siveness to customers that affect their trust.<br />
Yeh <str<strong>on</strong>g>and</str<strong>on</strong>g> Li (2009) also found the <strong>in</strong>fluence of resp<strong>on</strong>sive to customer trust. However, result of this research was<br />
<strong>in</strong> l<strong>in</strong>e with Ribb<strong>in</strong>k et al. (2004) <strong>on</strong> student as user of <strong>on</strong>l<strong>in</strong>e book <str<strong>on</strong>g>and</str<strong>on</strong>g> CD shop, who reported that there was no<br />
positive effect of resp<strong>on</strong>sive <strong>on</strong> customer trust.<br />
The result <strong>in</strong>dicated that the employee's skills, will<strong>in</strong>gness to help, priority <strong>on</strong> customer satisfacti<strong>on</strong>, behavior,<br />
courtesy, friendl<strong>in</strong>ess <str<strong>on</strong>g>and</str<strong>on</strong>g> knowledge of employees were not enough to improve customer trust if the customer<br />
had not been satisfy with resp<strong>on</strong>siveness of the bank employees. The employee of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong> Makassar had<br />
not shown c<strong>on</strong>sistency <strong>in</strong> help<strong>in</strong>g <str<strong>on</strong>g>and</str<strong>on</strong>g> resp<strong>on</strong>d<strong>in</strong>g to customer’s requests, especially if clients found difficulty <strong>in</strong><br />
fill<strong>in</strong>g forms, failure <strong>in</strong> bank<strong>in</strong>g transacti<strong>on</strong>s, withdrawals <str<strong>on</strong>g>and</str<strong>on</strong>g> other services. In additi<strong>on</strong>, the will<strong>in</strong>gness to help<br />
by bank employees did not improve customer trust.<br />
This was possibly because of the customers were still not too l<strong>on</strong>g to be a customer <str<strong>on</strong>g>and</str<strong>on</strong>g> felt the c<strong>on</strong>sistency of<br />
resp<strong>on</strong>siveness of the bank. Customers still felt that the customer services were a bit slow, especially when us<strong>in</strong>g<br />
<strong>on</strong>e of the new <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank<strong>in</strong>g products or when replac<strong>in</strong>g full book account. The time delay is also a bit l<strong>on</strong>g<br />
so l<strong>on</strong>g queue still comm<strong>on</strong>. And resp<strong>on</strong>dent still f<strong>in</strong>ds tellers <str<strong>on</strong>g>and</str<strong>on</strong>g> security guards are not friendly.<br />
Abdullah et al. (2011) suggested the importance of employees’ behavior, such as pleasant, courteous <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
friendly service to develop trust am<strong>on</strong>g customers.<br />
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5.7 Reliability of <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
The analysis has seen that there is str<strong>on</strong>g evidence to claim that the significant positive <strong>in</strong>fluence <str<strong>on</strong>g>and</str<strong>on</strong>g> reliability<br />
of trust am<strong>on</strong>g customers. It <strong>in</strong>dicated reliability irrespective of that value will have no effect <strong>on</strong> high low trust<br />
customers. But there is no direct <strong>in</strong>fluence between resp<strong>on</strong>sive to trust customers via customer satisfacti<strong>on</strong>.<br />
Higher, dependability means will result <strong>in</strong> higher trust, <str<strong>on</strong>g>and</str<strong>on</strong>g> customers if customer satisfacti<strong>on</strong>, also <strong>in</strong>crease.<br />
Result of this research was different from research of Yee et al. (2005) who found antecedents trust was<br />
reliability of their research <strong>on</strong> livestock farmers <strong>in</strong> the United K<strong>in</strong>gdom. However result of this study supported<br />
research d<strong>on</strong>e by Yee et al. (2005) <str<strong>on</strong>g>and</str<strong>on</strong>g> Gill et al. (2006), who reported that c<strong>on</strong>sumer trust was not affected by<br />
reliability characteristics of <strong>in</strong>surance <str<strong>on</strong>g>and</str<strong>on</strong>g> bank services. Gill et al., (2006) also found that the reliability was<br />
failure to be the antecedent of trust <strong>in</strong> service characteristics associated with the company's bus<strong>in</strong>ess.<br />
In this study, the bank guarantee <strong>in</strong> provid<strong>in</strong>g accurate <strong>in</strong>formati<strong>on</strong> to the customer could be an important<br />
<strong>in</strong>dicator for reliability. The most dom<strong>in</strong>ant <strong>in</strong>dicator that improves trust was the ability of banks <strong>in</strong> provid<strong>in</strong>g<br />
advices to the customer. Result of this research that showed not significant effect of reliability <strong>on</strong> customer trust<br />
could happen because of the bank often gave not accurate <strong>in</strong>formati<strong>on</strong> <strong>in</strong> provid<strong>in</strong>g advice to the customer.<br />
The results of this study also found that some customers still compla<strong>in</strong>ed about the procedure of the Hajj <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
calculati<strong>on</strong> of share <strong>in</strong>come which were not clear, <str<strong>on</strong>g>and</str<strong>on</strong>g> sometimes customer service did not expla<strong>in</strong> accurately<br />
<str<strong>on</strong>g>and</str<strong>on</strong>g> completely when there was a problem. In additi<strong>on</strong>, service system used was often slow <str<strong>on</strong>g>and</str<strong>on</strong>g> sometimes<br />
unreliable. This happened especially <strong>in</strong> the case of <strong>in</strong>terbank transfer process, which took quite l<strong>on</strong>g time <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
even often fail <str<strong>on</strong>g>and</str<strong>on</strong>g> required quite high transfer fee. Resp<strong>on</strong>dents also often found ATM mach<strong>in</strong>es that were<br />
empty or damaged especially dur<strong>in</strong>g l<strong>on</strong>g holiday. ATM cash transfer via ATM that often did not work. There<br />
was no security guard near ATM mach<strong>in</strong>e. These all c<strong>on</strong>diti<strong>on</strong>s made the customers not sure for the bank<br />
services. In additi<strong>on</strong>, it was found that facilities provided by the bank have not been able to help customers <strong>in</strong><br />
their bus<strong>in</strong>ess.<br />
Yee et al. (2005) emphasized that reliability could improve c<strong>on</strong>sumer trust if the company was able to provide<br />
accurate <strong>in</strong>formati<strong>on</strong>, shows their virtues <str<strong>on</strong>g>and</str<strong>on</strong>g> credibility to the customers which <strong>in</strong> turn would affect positively<br />
to c<strong>on</strong>sumer purchas<strong>in</strong>g decisi<strong>on</strong>s.<br />
5.8 Compliance to <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
The result analysis seen that is yet there's enough evidence to suggest that the presence of the <strong>in</strong>fluence of the<br />
<strong>in</strong>fluence of a significant <str<strong>on</strong>g>and</str<strong>on</strong>g> positive between adherence to trust customers. It <strong>in</strong>dicates that irrespective of that<br />
value compliance will have no effect <strong>on</strong> high low-self trust customers. But there is <strong>in</strong>direct effect between<br />
compliance customers via customer satisfacti<strong>on</strong> of faith. This means that gett<strong>in</strong>g high compliance will result <strong>in</strong><br />
higher trust <str<strong>on</strong>g>and</str<strong>on</strong>g> customers if customer satisfacti<strong>on</strong> also <strong>in</strong>creases.<br />
Specific characters of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank that might facilitate c<strong>on</strong>sumer trust are related to the operati<strong>on</strong>s of the bank<br />
based <strong>on</strong> the pr<strong>in</strong>ciples of Islam. The bank produces <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> products <str<strong>on</strong>g>and</str<strong>on</strong>g> services such as offer<strong>in</strong>g <strong>in</strong>vestment<br />
with no bank <strong>in</strong>terest but with <strong>in</strong>come shar<strong>in</strong>g <strong>in</strong>stead, <strong>in</strong>vestment for hajj <str<strong>on</strong>g>and</str<strong>on</strong>g> umrah. Allowance of a porti<strong>on</strong> of<br />
the profits for charity <str<strong>on</strong>g>and</str<strong>on</strong>g> alms, <str<strong>on</strong>g>and</str<strong>on</strong>g> transacti<strong>on</strong>s are d<strong>on</strong>e h<strong>on</strong>estly <str<strong>on</strong>g>and</str<strong>on</strong>g> fair.<br />
Lack of customer trust <strong>on</strong> the compliance of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>on</strong> the pr<strong>in</strong>ciples of Islam was due to lack of<br />
<strong>in</strong>formati<strong>on</strong> received by customers, especially about the management of their funds <strong>in</strong> accordance with the<br />
pr<strong>in</strong>ciples of Islam. This was especially related to bank <strong>in</strong>terest <str<strong>on</strong>g>and</str<strong>on</strong>g> <strong>in</strong>come shar<strong>in</strong>g system, <str<strong>on</strong>g>and</str<strong>on</strong>g> also distributi<strong>on</strong><br />
of credits for bus<strong>in</strong>ess which were c<strong>on</strong>trary to the pr<strong>in</strong>ciples of Islam. Resp<strong>on</strong>dents str<strong>on</strong>gly c<strong>on</strong>sidered<br />
uncerta<strong>in</strong> (gharar) transacti<strong>on</strong>s carried out by the bank. Unfortunately, the absence of bank <strong>in</strong>terest given by the<br />
bank had not been able to improve customers of bus<strong>in</strong>ess.<br />
It is not easy to get customer trust, especially for <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks that are operated based <strong>on</strong> the pr<strong>in</strong>ciples of Islam.<br />
The customer trust is not possible to be achieved <strong>in</strong> a short period of time. The trust will grow with time after<br />
the customers evaluate bank operati<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> services for a l<strong>on</strong>g period of time. These f<strong>in</strong>d<strong>in</strong>gs <strong>in</strong>dicated also that<br />
there was still doubt <strong>on</strong> the c<strong>on</strong>sistency of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank operati<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> services accord<strong>in</strong>g to the pr<strong>in</strong>ciples of<br />
Islam. Separati<strong>on</strong> of male <str<strong>on</strong>g>and</str<strong>on</strong>g> female customer services which was not practiced by the bank <str<strong>on</strong>g>and</str<strong>on</strong>g> also cloth<strong>in</strong>g<br />
for female customer services which were too tight (snugly) <strong>in</strong>fluenced the c<strong>on</strong>sumer trust <strong>on</strong> the compliance of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>on</strong> the pr<strong>in</strong>ciples of Islam.<br />
Duncan (2004) as quoted by Zahara (2007) suggested that high customer trust due to good service <str<strong>on</strong>g>and</str<strong>on</strong>g> its<br />
c<strong>on</strong>sistency showed how important the best services given by bank for their customer trust.<br />
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5.9 Satisfacti<strong>on</strong> to <str<strong>on</strong>g>Trust</str<strong>on</strong>g><br />
This research found a positive <str<strong>on</strong>g>and</str<strong>on</strong>g> significant <strong>in</strong>fluence of satisfacti<strong>on</strong> <strong>on</strong> trust. This showed that the bank got<br />
trust from the customer through the fulfillment of customer satisfacti<strong>on</strong>. Kassim <str<strong>on</strong>g>and</str<strong>on</strong>g> Abdullah (2010) <str<strong>on</strong>g>and</str<strong>on</strong>g> Omar<br />
et al. (2009) reported that customer satisfacti<strong>on</strong> become an important factor <strong>in</strong> build<strong>in</strong>g customer trust. Kotler<br />
(1997) c<strong>on</strong>firms that trust is a very important th<strong>in</strong>g, especially for companies deal<strong>in</strong>g with services.<br />
However, these results were different from those reported by Ramadania (2002) at Muamalat bank of Surabaya<br />
that customer satisfacti<strong>on</strong> did not have an impact <strong>on</strong> trust.<br />
By provid<strong>in</strong>g a c<strong>on</strong>sistent <str<strong>on</strong>g>and</str<strong>on</strong>g> s<strong>in</strong>cere services will give satisfacti<strong>on</strong> to customers. The customers were satisfied<br />
not <strong>on</strong>ly by the h<strong>on</strong>est, fairness, <str<strong>on</strong>g>and</str<strong>on</strong>g> free from uncerta<strong>in</strong>ty of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks, but also they felt to be able to<br />
practice the pr<strong>in</strong>ciples of Islam <strong>in</strong> do<strong>in</strong>g bank<strong>in</strong>g transacti<strong>on</strong>s. In additi<strong>on</strong>, customer trust arises because <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
banks were able to meet the customer needs, help their bus<strong>in</strong>ess <str<strong>on</strong>g>and</str<strong>on</strong>g> solve f<strong>in</strong>ancial problems. Therefore, bank<br />
management must always be c<strong>on</strong>sistent <strong>in</strong> provid<strong>in</strong>g the best services to their customers. Aiyub (2007)<br />
recommended that the bank must ma<strong>in</strong>ta<strong>in</strong>ed people who are already will<strong>in</strong>g to jo<strong>in</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> become a customer of<br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank by giv<strong>in</strong>g good bank image through best services <str<strong>on</strong>g>and</str<strong>on</strong>g> highly professi<strong>on</strong>al work.<br />
5.10 Limitati<strong>on</strong><br />
The time factor holds an important role <strong>in</strong> develop<strong>in</strong>g customer trust. In this study, the length of the relati<strong>on</strong>ship<br />
between customer <str<strong>on</strong>g>and</str<strong>on</strong>g> <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank was not exam<strong>in</strong>ed. This was because several <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks were recently<br />
established <strong>in</strong> Makassar Ind<strong>on</strong>esia.<br />
Gr<strong>on</strong>ouis <str<strong>on</strong>g>and</str<strong>on</strong>g> Venetis (2002) found that the quality of service will affect the trust of customers if the service<br />
provider has l<strong>on</strong>g been associated (length of the relati<strong>on</strong>ship) to the customer. Length of the relati<strong>on</strong>ship<br />
between variables is moderati<strong>on</strong> the quality of service <str<strong>on</strong>g>and</str<strong>on</strong>g> trust <strong>in</strong> the research of Graf <str<strong>on</strong>g>and</str<strong>on</strong>g> Perrien (2005) <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
Coulter <str<strong>on</strong>g>and</str<strong>on</strong>g> Coulter (2002).<br />
6. C<strong>on</strong>clusi<strong>on</strong><br />
<str<strong>on</strong>g>Service</str<strong>on</strong>g> quality of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank <strong>in</strong>creased customer trust through the mediati<strong>on</strong> of customer satisfacti<strong>on</strong>.<br />
Employees’ care <str<strong>on</strong>g>and</str<strong>on</strong>g> will<strong>in</strong>gness to help (resp<strong>on</strong>siveness), accurate <strong>in</strong>formati<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> free of uncerta<strong>in</strong>ty were as<br />
the most important factors <strong>in</strong> provid<strong>in</strong>g quality of service by <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> banks to their customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g><br />
trust. However, compliance to the pr<strong>in</strong>ciples of Islam <strong>in</strong>clud<strong>in</strong>g social functi<strong>on</strong>, which are the unique of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g><br />
bank was as the lowest factor for customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust. In additi<strong>on</strong>, customer satisfacti<strong>on</strong> <str<strong>on</strong>g>and</str<strong>on</strong>g> trust <strong>on</strong><br />
<str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank were likely developed by the credibility of the bank. To be customer of <str<strong>on</strong>g>Islamic</str<strong>on</strong>g> bank, resp<strong>on</strong>dents<br />
still c<strong>on</strong>sidered first ec<strong>on</strong>omic aspect rather than emoti<strong>on</strong>al or spiritual aspect.<br />
References<br />
Abdullah, F., Suhaimi, R., Saban, G., & Hamali, J. (2011). <str<strong>on</strong>g>Bank</str<strong>on</strong>g> <str<strong>on</strong>g>Service</str<strong>on</strong>g> <str<strong>on</strong>g>Quality</str<strong>on</strong>g> (BSQ) Index: An Indicator of<br />
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