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 |
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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 |