Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)

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Service Quality Analysis on Customer Satisfaction Using the Importance Performance Analysis (IPA) Method at Bank Riau Kepri Syariah Batam Tiban

Authors
Indah Sastra Wahyuni1, Mia Syafrina1, *, Fadli Firdaus1
1Politeknik Negeri Batam, Business and Management Department, Batam City, Indonesia
*Corresponding author. Email: miasyafrina@polibatam.ac.id
Corresponding Author
Mia Syafrina
Available Online 13 February 2026.
DOI
10.2991/978-94-6463-990-2_20How to use a DOI?
Keywords
Service Quality; Customer Satisfaction; Islamic Banking; Importance Performance Analysis
Abstract

This study analyzes service quality and customer satisfaction at Bank Riau Kepri Syariah Batam Tiban using the Importance Performance Analysis (IPA) method. A total of 100 respondents participated in the survey, with data analyzed across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that the overall conformity level is 82%, with an average perception score of 3.73 and an expectation score of 4.55. The dimensions of tangibles and responsiveness show the largest service gaps, requiring priority improvement, while reliability and empathy demonstrate strong performance. The study contributes to the empirical application of the IPA method in Islamic banking and provides recommendations for enhancing service quality aligned with Shariah principles.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)
Series
Advances in Economics, Business and Management Research
Publication Date
13 February 2026
ISBN
978-94-6463-990-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-990-2_20How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Indah Sastra Wahyuni
AU  - Mia Syafrina
AU  - Fadli Firdaus
PY  - 2026
DA  - 2026/02/13
TI  - Service Quality Analysis on Customer Satisfaction Using the Importance Performance Analysis (IPA) Method at Bank Riau Kepri Syariah Batam Tiban
BT  - Proceedings of the 7th International Conference on Applied Economics and Social Science (ICAESS 2025)
PB  - Atlantis Press
SP  - 288
EP  - 302
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-990-2_20
DO  - 10.2991/978-94-6463-990-2_20
ID  - Wahyuni2026
ER  -