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

Indiyanto, Agus and Cahyani, Novita (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 2633352X

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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.

Item Type: Article
Uncontrolled Keywords: Change; Customer response; Innovation; Islamic banking; Service quality
Subjects: G Geography. Anthropology. Recreation > GN Anthropology
Divisions: Faculty of Cultural Sciences > Anthropology Department
Depositing User: OKTAVIANA DWI P
Date Deposited: 04 Sep 2024 03:19
Last Modified: 04 Sep 2024 03:19
URI: https://ir.lib.ugm.ac.id/id/eprint/6337

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