Kualitas layanan perbankan syariah berdasarkan persepsi pelanggan

The successful of banks in competition at the global market is largely determined by the company's commitment to providing excellent service for customers. The excellent performance and professional of service quality in serving customers become the dimensions of the customer assessment in deciding to place their funds in Islamic banking. This study aims to determine the quality of Islamic banking services based on customer perceptions. Research was conducted on Islamic banking in Malang. Type of this research is quantitative with deductive approach. A number of samples are 90 respondents selected using accidental sampling method. Samples were Islamic banking customers in Malang. Analysis of data was using importance performance analysis (IPA). The result showed that customers perceived services quality of Islamic banking is still 87.70%, so there is a gap of 12.3%. The highest gap of each item occurred on the access to services easil