SERVICE QUALITY IN CASE : KEGAGALAN LAYANAN (SERVICE FAILURE) PERBANKAN SYARIAH DAN STRATEGI PEMULIHAN LAYANAN ( SERVICE RECOVERY)
DOI:
https://doi.org/10.36769/asy.v21i1.100Keywords:
kegagalan, layanan perbankan, strategi pemulihan pelayananAbstract
Industri jasa perbankan syariah yang merupakan industri jasa yang masih tetap primadona yang menjadi tulang punggung pembangunan, sehingga pemerintah terus memberikan pembinaan yang intens sehingga saat ini peranan pengawasan perbankan Mikro ditangani oleh Otoritas Jasa Keuangan (OJK), sedangkan sector Makro ditangani oleh Bank Indonesia. Penelitian ini menganalisis dampak jenis kegagalan pelayanan (Service Failure) dengan strategi pemulihan layanan (Service Recovery), melalui pendekatan analisis kualitatif studi kepustakaan. Hasil analisis penelitian menunjukkan bahwa Gap Service yang terjadi disebabkan karena kepuasan nasabah itu selalu meningkat hal ini dipengaruhi oleh teknologi dan pesaing yang terus secara kreatif meningkatkan layananannya kepada nasabah dalam rangka mempertahankan keberadaan nasabah loyalisnya
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