Students' Perception Of Syariah Banking Study Program, Islamic University Of Negeri Mataram Towards Syariah Bank Services In Indonesia
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Abstract
This study is based on the facts about the services provided by Security , Customer Service and Teller
to customers. This type of research uses qualitative research methods, the data sources used are
primary data and secondary data. The data collection technique used by researchers using
participant observation, for the interview method the researcher used semi-structured interviews
and documentation. The data analysis technique used is the researcher using a descriptive analysis
method by exploring in depth how the informant's perception of the services provided by Security
, Customer Service and Teller employees at Bank Syariah Indonesia. To check the validity of the data the
researcher used time triangulation. From the results of the study, different perceptions were
obtained from informants regarding the services provided by Security , Customer Service and Teller
employees at Bank Syariah Indonesia. Positive and negative perceptions were found from 20
informants interviewed, in this study there were 12 informants whose perceptions were positive
and 8 informants whose perceptions were negative. Positive perceptions said that the services
provided by Security , Customer Service and Teller were very good, friendly and responsive in serving
customers and did not like to discriminate between one customer and another. While negative
perceptions say that the services provided by Security , Customer Service and Teller are not good, not
friendly and not responsive in serving customers and like to differentiate between customers. This
is influenced by experience, from what customers experience when making transactions at Bank
Syariah Indonesia KC Cakranegara. In addition, customer perceptions are obtained from the
results obtained after completing the use of the services that have been provided, whether the
service is carried out, customers will be more satisfied or not.
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