Customer’s Responses to Changes in Islamic Banking Service Post Covid-19 Pandemic in Indonesia

Haryanto, MM,dkk, DR. Rudy (2024) Customer’s Responses to Changes in Islamic Banking Service Post Covid-19 Pandemic in Indonesia. International Journal of Religion, 5 (6). pp. 553-561. ISSN 2633-3538

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Abstract

Abstract This research focuses on identifying customers' responses to the changes that limit direct service and implementing online-based Islamic banking services. This study uses a mix-method approach and results of interviews with Islamic bank staff and questionnaires to 260 respondents, showed that the changes that accommodate Covid-19 protocol in CARTER were received positively by customers as a form of empathy and response to their complaints. It also emphasizes that the pandemic is not an entirely negative phenomenon. Instead, it gives momentum for business development through a transformation toward the digital banking services that trend in financial business. Keywords: Islamic banking, Service quality, Customer response, Change, Innovation.

Item Type:	Article
Subjects:	A General Works > AC Collections. Series. Collected works A General Works > AS Academies and learned societies (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance
Divisions:	Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah
Depositing User:	Administrator Khazanah
Date Deposited:	20 Mar 2025 01:19
Last Modified:	20 Mar 2025 01:24
URI:	http://repository.iainmadura.ac.id/id/eprint/1274

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