SERVICE QUALITY IN CASE : KEGAGALAN LAYANAN (SERVICE FAILURE) PERBANKAN SYARIAH DAN STRATEGI PEMULIHAN LAYANAN ( SERVICE RECOVERY)
DOI:
https://doi.org/10.36769/asy.v21i1.100Kata Kunci:
kegagalan, layanan perbankan, strategi pemulihan pelayananAbstrak
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
Referensi
Dilworth, James B, 1992, Operations Management : Design, Planning and Control for Manufacturing and Service. NJ Mc Graw-Hill, Inc
James A. Fitzsimmons & Mona J Fitzsimmons, service Management : Operations, Strategy and Information Technology, 2006 Integrating Customer Focus Across the Firm, 2006, Mc Graw Hill, New Yor.
Krishna, Anupam,GS Dangayach & Rakesh Jain, 2011, Service Recovery Literatur Review and Research Issue. Journal of Service Science Research.
Levesque, Terrence J, and Gordon HG Mc Dougall, Service Problems and Recovery Strategies, An Experiment. Canadian Journal of Addministration Sciences
Lewis, B.R., & Spyrakopoulos, S. 2001, Service Failures and Recovery in Retail Banking: the Customers’ Perspective, Vol.19, No.1,
Matilla. 2001. The Effectiveness of Service Recovery in Multi-industry Setting. The Journal of Service Marketing. Vol.15, No.4,
McCole, 2004 Dealing with complaints in service. International Journal of Contemporary Hospitality Management. Vol. 16 No. 6, 345-354
McCollough, M.A., Berry, LL., Yadav, M.S. 2000. An Empirical Investigation Of Customer Satisfaction After Service Failure And Recovery. Journal of Service Research, Vol.3,
Nathan A Vincent and Cynthia M. Webster, memaparkan dalam jurnal “Emotion and response action in customer complaint behavior, 2005
Nguyen, Doan T. & Janet R. MC. Coll-Kennedy, 2003. Diffusing Customer Anger in service Recovery: A Conceptual Framework. Australian Marketing Journal.
Novaco, R.W, 2000, Anger In A E Kazdin (Ed), Encyclopedia of Psychology, Washington, DC : American Psychological Association and Oxford University Press
Otoritas Jasa Keuangan (OJK), laporan rutin bulanan perbankan
Palaparthi, N and Rani, K. J., 2012 A Study of Anger Expression as a Dimension of Workplace Emotion. International Journal of Multidiciplinary Research,
Shahsavarani,M,A., Noohi, S., Jafari, Maryam Hakimi, Samira Hatefi, 2015 Assesment & Measurement of Anger in Behavior and Sosial Sciences : A Systematic Review of Literature. International Journal Of Medical Review
Valaria A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler, Service Marketing – I Kim, Jong-Hyeong, and SooCheong (Shwan) Jan 2014, The Fading Affect bias : Examining changes in affect and behavioral intention in restaurant service failure and recoveries. International Journal of Hospitality Management, 40 :
##submission.downloads##
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2020 Asy-Syukriyyah
Artikel ini berlisensi Creative Commons Attribution 4.0 International License.
