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

Abstract

Service quality is an essential factor in determining customer satisfaction, particularly in the Islamic banking sector. This study was conducted at Bank Riau Kepri Syariah Batam Tiban to measure the extent to which the services provided meet customer expectations. The research applied the Importance Performance Analysis (IPA) method to map the level of importance and customer perception of performance across five service dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Data were collected through questionnaires distributed to 100 respondents and analyzed using the conformity level formula. The results show that the average perception score was 3.73, while the average expectation score was 4.55, obtained from processing Likert scale scores of 1–5 across all indicators. Several attributes fell into the main priority quadrant, particularly those related to the comfort of facilities and staff response speed. The contribution of this study is to provide data-driven recommendations for the strategic improvement of Islamic banking services. Furthermore, the study strengthens the application of the IPA method in the context of services based on sharia values.