Customer Perceptions Of Service Quality At NTB Syariah Bank (A Case Study Of Students At The Nurul Hakim Islamic Institute

Abstract

This study aims to determine the perceptions of IAI Nurul Hakim students, as customers, regarding the service quality of Bank NTB Syariah, as well as their perceptions of the five dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. The study employed a descriptive qualitative approach using field research. Informants were selected through purposive sampling, specifically 10 active IAI Nurul Hakim students who held accounts and had used the services of Bank NTB Syariah. Data were collected through observation, semi-structured in-depth interviews, and documentation. Data analysis involved the stages of data condensation, data presentation, and the drawing and verification of conclusions. Data validity was strengthened through triangulation of sources, techniques, and time. The results of the study indicate that students generally have a positive perception of the service quality at Bank NTB Syariah. The tangible dimension was rated as convenient and adequate; reliability was assessed as capable of meeting transaction needs despite disruptions in mobile banking; responsiveness was evident in the speed with which staff assisted customers; assurance was established through clear information and staff’s ability to build trust; while empathy was reflected in the staff’s friendliness and attentiveness. Aspects that still need improvement include the stability of digital services and the expansion of electronic payment integration.