The document discusses a study on customer satisfaction with the quality of services provided by Bank Muamalat in Indonesia. It analyzes customer expectations, the importance of quality aspects to customers, and Bank Muamalat's performance on quality dimensions. The study found that customer expectations and the importance of quality received high scores, meaning expectations and quality were very appropriate. Bank Muamalat's performance on quality of service also received a high score, categorized as very good. The study aimed to evaluate customer satisfaction with Bank Muamalat's service quality.

1. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
631
CUSTOMER SATISFACTION OF ISLAMIC BANKING ON QUALITY
SERVICES
Nurul Qomariah1
1
Departement of Management University of Muhammadiyah Jember
Email: qomariahn66@yahoo.com
Abstract
The aim of this study was to determine customer satisfaction on service quality of Bank
Muamalat in Jember, Bondowoso, Situbondo and Banyuwangi. Aspects of quality of
services examined is the physical form, reliability, responsiveness, assurance and
empathy. The method used to determine the level of customer satisfaction is the method
of Importance-Performance Analysis (IP Analysis). The scale of measurement using a
Likert scale with a range of numbers 1 to 5. The population of this research are all
customers of the bank customers Muamalat in Jember, Bondowoso, Situbondo and
Banyuwangi. The sampling technique using random sampling method with a sample of
200 customers. The results showed that customer expectations for service quality get a
score of 282.82, which means hope very appropriate. The level of interest of the
customers on the quality of service of Bank Muamalat get a score of 278.95, which
means very important. Bank Muamalat performance aspects of quality of service gets a
score of 273.6 which is included in the very good category.
Key Words: Customer Satisfaction, Islamic Bank, IP Analysis.

2. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
632
INTRODUCTION
Islamic banks in the beginning is to serve specific market segments, namely Muslims.
This is because conventional banks are not able to reach out to the Muslims as a whole,
because it does not comply with the rules of Islamic law. Islamic law forbids interest,
whereas in conventional banks apply the system of interest. The prohibition for Muslims
to run or use of usury, causing obstruction Muslims to undertake the development and
expansion of business, because almost all sources of capital or financing using the
conventional system which is based on the future value of money or better known by its
lay flowers. Resistance source of capital because of the influence of religion caused
some economic figures of Islam tried to explore the teachings of Islam that govern how
Muslims are supposed to perform economic activities. The above phenomenon is the
background of the rise of Islamic banks (Muhammad, 2000).
Islamic banks specifically for Muslims does not mean the non-Muslims can not use the
services of Islamic banking, so that the customer development of Islamic banks many of
which come from interfaith or non-Muslims. This phenomenon occurs in some countries
predominantly non-Muslims, such as English or Muslim-majority countries such as
Malaysia. The phenomenon of increasing customer non-Muslims who use the services
of Islamic banking also occurred in Indonesia, one example of Islamic Bank Permata,
has 170 thousand customers or 38 percent of its clients are non-Muslims with the bank's
products are much in demand is saving because it provides for the results of the highest
savings 5%, where there is a difference of 1% compared to deposits (Republika, 2013).
As business organizations in the financial services sector, Islamic banking certainly
cannot avoid the influence of globalization that have an impact on competition
increasingly competitive. Islamic banking in Indonesia a total of 11 units of course in
addition to the bank to compete with Islamic banking, they also must deal directly with
conventional banking services industry that will certainly maintain their market share
position. Islamic banking is a financial sector that is relatively new, so it is required to
be able to compete with conventional banks are already quite experienced and better
known previously in the financial services industry sectors (Sunarto, 2003).
In Central banking services industry is highly competitive, some variables such as
loyalty, trust and customer satisfaction is the main determinant that determines the
success or not of a bank which should be followed by the quality of services (Dimyati,
2008). Quality of service has become one of the most important determining factor for
an organization. Quality of service also contributes significantly to the effectiveness of
the organization in an effort to give satisfaction and also simultaneously increase
customer loyalty, (Cronin and Taylor, 1992).
Banks that can provide quality service to its customers by providing quality services in
line with expectations of customers will be able to win the competition in the banking
industry. Good service from the bank will lead to customer satisfaction. Customers who
are satisfied will hand over the management of its assets or trust entirely to his partner

3. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
633
and would be willing to establish long-term relationships are more valuable to the bank.
Because the services are not visible, and the quality of service techniques cannot always
be evaluated accurately, customers trying to assess the quality of services based on what
they feel, the attributes that represent the process of quality of service. Superior service
is an attitude or way of employees in serving customers satisfactorily such as speed,
friendliness, precision and comfort. The fourth element of the above is a unity and
cannot be separated, if one element is not met then the quality of services to be not
superior (Tjiptono, 2006).
Kotler and Armstrong (2006) states that satisfaction is feeling happy or upset someone
due to the perceived performance of a product than expected. Satisfaction is also defined
as the evaluation of selected alternative meets or exceeds expectations (Tjiptono, 2006).
While Kotler (2007) defines satisfaction by stating that the customer satisfied feeling
arises when consumers compare their perceptions of the performance of the products or
services to their expectations. Based on the description above, the research questions
posed in this study are:
1. How does the customer expectations for service quality of Bank Muamalat?
2. How are the interests of the customer service quality of Bank Muamalat?
3. How is the performance of the service quality of Bank Muamalat?
Research purposes
1. To analyze customer expectations for service quality of Bank Muamalat.
2. To analyze the interest of the customers on the quality of services of Bank
Muamalat.
3. To analyze the performance of the service quality of Bank Muamalat.
LITERATURE REVIEW
Services Marketing of Bank
Services are activities, benefits and satisfaction in the offer for sale (Tjiptono, 2006).
The fundamental difference between the goods and services difficult to be done, because
the purchase of certain goods is often accompanied with specific services such as
installation or warranty for repairs, and purchase of services often also includes items
such as eating at the restaurant complete. Nonetheless, Kotler and Amtrong (2007) says
that the service is as any act or acts that can be offered by one party to another that is
essentially intangible and does not produce physical possession of something.
Tjiptono (2006) defines services as an activity or performance offered by one party to
another. Although the process may be tied to a physical product, the performance often
does not look natural, and does not normally result in ownership of all factors of
production. Services are economic activities that create value and provide benefits to the
customers at a specific time and place to complete a desired change.

4. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
634
Bank Syariah
Islamic bank is a bank that is run by inner law of Islam, where the Islamic law there is a
legal term halal and haram. Halal means permissible while illicit means prohibited by
Allah SWT. In general terms the Islamic Bank is a bank that operation adapted to the
principles of Islamic law. Today many the term given to refer to entities other than the
term Islamic Bank Islamic Bank itself, the Bank Without Interest, Bank Without Riba
(Lariba Bank) and Bank Shariah (Muhammad, 2000).
Quality of Service
Quality of care can be defined as the extent to which the difference between reality the
expectations of the customer for the services they receive (Sari, 2005). Quality of service
as a result of the perception of The comparison between customer expectations with
actual performance of service. Because the service is invisible and technical quality of
service can not always be evaluated accurately, then the customer trying to assess the
quality of service based on what he felt, that the attributes that represent the process and
quality of service. Cronin and Taylor (1992) stated the quality of service is a concept
consisting of five dimensions. Five dimensions include: tangible, reliability,
responsiveness, assurance, and empathy. Quality of service is measured through
customer perception of the five dimensions of service quality. The fifth dimension is as
follows:
a. Tangibles are: physical appearance, equipment, personnel and communications
media. This dimension relates to the company's image and cues about the quality or
service performed.
b. Reliability: the ability to carry out the services promised by the precise and reliable.
c. Responsiveness: the ability to respond to customer needs, attitudes willing to help
and provide services quickly. This dimension emphasizes the immediacy of attention
and respond to questions, requests, complaints and problems presented.
d. Assurance namely: a willingness to ensure the availability of services on time and in
accordance with that promise. This dimension is closely linked to risk aversion
which may be experienced by customers, thus the knowledge, ability, courtesy and
confidence employee compensation would lead to a sense of security and trust of
customers.
e. Empathy namely: attitude put themselves as a customer by giving attention and
treatment to customers as induvidu. This dimension emphasizes the uniqueness or
distinctiveness of each induvidu that require different handling.
Customer Satisfaction
Kotler (2006) states that customer satisfaction is the level of one's feelings after
comparing performance compared with expectations. So customer satisfaction is a
situation where the wishes, expectations and needs of customers can be met. A service is
considered satisfactory if the service can meet the needs and expectations of customers.
Measurement of customer satisfaction is an important element in providing better

5. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
635
services, more efficiently and more effectively. If the customer was not satisfied with a
service that is provided, these services can be ascertained ineffective and inefficient.
This is particularly important for public services. The level of customer satisfaction with
the services is an important factor in developing a service delivery system that is
responsive to the needs of customers, minimize costs and maximize the impact of time
and services to the target population.
RESEARCH METHODOLOGY
Identification Variables
Variables used in this research is the variable quality of service that has five dimensions,
namely: 1) Reliability, 2) Responsiveness, 3) Assurance, 4) Emphaty, 5) Tangible.
Variable Operational Definition
Based on the identification of variables, then the following will explain the operational
definition of variables to be studied;
1. Dimensions Physical Evidence is the assessment of the customer to view the
facilities consisting of seven items the following statement:
a. Bank location that is easily reached by public transport;
b. Spacious and safe parking place;
c. Public spaces or places owned convenient services
d. Office equipment as required;
e. Employees are always dressed up and dressed-Islamic and neat.
f. Brochures to attract savings.
g. Savings form a complete and easy filling
2. Dimensions reliability is the assessment of customers in providing service
reliability measurements in this study consisted of 6 items as the following
statement:
a. Savings account balance information is accurate.
b. Note the transaction / savings account customers accurate.
c. Savings account interest calculation is accurate.
d. Accurate calculation of the cost savings
e. Fulfillment of customers in accordance with the timetable for the promised.
f. Providing information on products and services that are owned to depositors
by accurate and satisfactory service parts.
3. The dimensions of responsiveness is the assessment of customers' employees in
completing its tasks, the bank's ability to be responsive in dealing with problems
that arise and the response to the problems being experienced customer consists
of three items of revelation as follows
a. Employees of the bank services have a high willingness in helping
customers.

6. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
636
b. Employees of the bank services have a high willingness to serve customers
better.
c. Employees of the ministry have the will to complete the transaction quickly.
4. Dimensions assurance is an assessment of the customers' sense of security that is
provided by the Bank to its customers both in the security of transactions,
security in the use of the secret security transactions and customers.
Measurements guarantees in this study consisted of four items the following
statement:
a. Knowledge and ability of employees to make the customer a sense of
security in carrying out the transaction.
b. Knowledge and ability of employees to make security of customers at the
time of disbursement / transaction.
c. Knowledge and ability of employees to make customer service guarantees
accuracy in conducting recording transactions.
d. Knowledge and ability of employees to make a good image for the bank
guarantee.
5. The dimensions of Empathy is a customer assessment of the attitudes and
behavior of customer sevices, his ability to communicate with customers,
understand the needs of customers and easily in hubungi.pengukuran empathy in
this study consisted of three items of revelation as follows:
a. Employees always being friendly and courteous to all customers, giving rise
to a feeling of comfort inside the bank.
b. Employees always smiling and honor all the customers at the time of the
transaction.
c. Employees are always listening, respect, and provide solutions to any
customer complaints.
Population and Sample
The population in this study are all customers who save in Bank Muamalat which are
spread throughout Ex. Besuki residency which includes Jember, Bondowoso, Situbondo
and Banyuwangi. The sample in this study determined of 200 customers, with a random
sampling method.
Data Analysis Technique
To analyze the level of customer satisfaction with the service quality of Bank Muamalat,
used methods Weisted Servqual of Cronin and Taylor (1992) as follows: Ikj = Iij (Pij -
Eij)
In analyzing the research data and to achieve the goal of research is to know the level of
customer satisfaction with the quality of service companies, then used the Importance-
Performance Analysis or Analysis of Customer Interest Rate Comparison of importance
and performance are shown in the Cartesian diagram.

7. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
637
RESULTS AND DISCUSSION
Characteristics of Respondents
Based on 200 respondents, found that the sex of the respondents were predominantly
female gender amounted to 52.9%. The age of respondents is quite varied from 200
respondents age range of <30 years to ≥ 60 years. Where the dominant age of
respondents was between the ages of 30 to 40 years of age that is equal to 32.4% or by
frequency of 64 times. While the lowest age as respondents were aged ≥ 60 years in the
amount of 3.5% or a frequency of 8 times.
Respondents Education Level, can be explained that the dominant level of education is
high school graduates that is equal to 30.6% or by frekuesi of 60 times, while the lowest
education is elementary school (SD) that is equal to 6% or with a frequency of 12 times.
The dominant type of occupation is the type of work the employee is equal to 34.7% or
with a frequency of 68 times, while the lowest kind of work is the type of work that is
equal to 9.4% of farmers or with a frequency of 18 times.
Data analysis
Customer expectations on the Quality of Service
Bank Muamalat customer expectations Ex region Besuki residency on the quality of
service on the dimensions of tangible, reliability, responseveness, assurance, and
empathy can be seen in Table 1 as follows:
Table 1: Score of Expectation Customer Level
No Dimension Expectation Total
Score
Mean
1 2 3 4 5
1 Tangible 274 275 285 279 277 1390 278
2 Reliability 285 283 286 282 284 1420 284
3 Responsive 286 285 287 288 139 1285 287
4 Assurance 284 285 282 283 286 1134 284
5 Empathy 283 282 282 288 275 1410 282
Total 6639 282,82
Source: Data processed 2014.
It can be seen that the classification scores on dimensions: tangible to the average value
of a score of 278 can be classified on the level of a very fit, dimensional reliability by
the average value of 284 can be classified on the level of a very fit, dimensional
responsives with the average value of 287 can be classified in rate is very appropriate,
assurance dimension with an average value of 284 can be classified in a very appropriate
level, and the dimensions of empathy with an average value of 282 can be classified in a
very appropriate level. It is known also that the response of the customer expectations

8. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
638
for service quality Muamalat bank Besuki residency Ex region expressed very
appropriate views of the average total score with the value of 282.82.
Customer interest levels on the Quality of Service
Customer responses on the level of interest after the customer feel the quality of services
provided by the bank Muamalat attached to a dimension tangible, reliability,
responsiveness, assurance, and empathy can be seen in Table 2:
Table 2: Score of Importance Customers Level
No Dimension Importance Total
Score
Mean
1 2 3 4 5
1 Tangible 269 271 282 276 277 1375 274,5
2 Reliability 281 279 281 276 281 1400 280
3 Responsive 283 281 284 283 284 1415 283
4 Assurance 279 281 278 277 280 1395 279
5 Empathy 278 281 278 288 270 1395 279
Total 6980 278,95
Source: Data Processed 2014.
It can be seen that the classification scores on dimensions: tangible to the average value
of a score of 274.5 can be classified on the level of a very important dimension of
reliability with an average value of 280 can be classified on the level of a very important
dimension of responsiveness with an average value of 283 can classified at the level of a
very important dimension of assurance with an average value of 279 can be classified on
the level of a very important dimension of empathy with an average value of 279 can be
classified on the level is very important. It is known also that the respondents about the
level of interest after the customer perceives the quality of service states are very
important from the total amount of the average scores with a value of 278.95.
Service Performance
To determine the response of customers to the performance (quality of service) provided
by the Bank Muamalat Ex Besuki residency and which has been perceived by customers
attached to a dimension tangible, reliability, responseveness, assurance, and empathy
can be seen in Table 3.
Table 3: Score of Performance
No Dimension Importance Total
Score
Mean
1 2 3 4 5
1 Tangible 271 265 274 274 271 1355 271
2 Reliability 279 267 272 274 273 1365 273
3 Responsive 272 273 274 274 272 1365 273
4 Assurance 271 275 274 279 276 1375 275
5 Empathy 277 275 276 282 270 1380 276

9. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
639
Total 6840 273,6
Source : Data Procesed 2014
It can be seen that the classification scores on dimensions: tangible to the average value
of a score of 271 can be classified at an excellent rate, dimension reliability by the
average value of 273 can be classified at an excellent rate, dimensions of responsiveness
to the average value of 273 can be classified in very good level, assurance dimension
with an average value of 275 can be classified at a very good level, and the dimensions
of empathy with an average value of 276 can be classified at an excellent rate. Can be
seen also that the answers of the respondents to the quality of its capital services Ex
Besuki residency region declared excellent views of the average total score with the
value of 273.6.
Quadrant Analysis (Cartesian diagram)
The following is a table containing the average performance of each dimension on the
quality of service and hope that the dimensions of tangible, reliability, responseveness,
assurance, and empathy which will be presented in Table 4.
Table 4: Value Of Mean Every Dimension
No Attribute Expectation Performance
Mean Mean
1 Tangible 4,63 4,52
2 Reliability 4,70 4,60
3 Responsive 4,80 4,60
4 Assurance 4,70 4,58
5 Empathy 4,70 4,60
Source: Data Processed 2014
From the analysis of the data showed that the average level of consumer expectations are
still higher than the performance provided by Bank Muamalat in Ex. Besuki residency, it
can be determined through comparison of the average value obtained from the
expectations with the performance. Based on the results of quadrant analysis, it can be
seen the attributes contained in quadrants I, II, III and IV as well as the implications for
these results. The attributes contained in each quadrant can be seen in Figure 1.

10. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
640
Figure 1: Diagram Kartesius
Quadrant I (Priority).
Attributes contained in this quadrant have a high level of importance according to
respondents but the performance is still low. The implication of attributes contained in
this quadrant should be prioritized for repair. In this quadrant there are no attributes at
all.
Quadrant II (Preserve Achievement)
Attributes contained in this quadrant have a high level of interest and performance is
assessed both by the respondent. Attributes contained in this quadrant is the strength or
advantage in the eyes of the respondents that need to be maintained over the
performance of these attributes as well as its quality is maintained. Attributes contained
in this quadrant are the attributes are derived from Reliability, Empathy, Assurance and
Responsiveness.
Quadrant III (Low Priority)
Attributes contained in this quadrant have a low level of interest and performance is also
considered unfavorable by the respondent. Needs to be improved performance against
these attributes to prevent such attributes shifts to quadrant I. Attributes contained in this
quadrant are the attributes that come from tangibles.
Quadrant IV (Excessive)
Attributes contained in this quadrant have a low rate of interest according to the
respondents but has performed well so considered excessive by the respondent.

11. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
641
Improved performance on these attributes will only lead to a waste of resources. In this
study there was no existing attributes in quadrant IV.
Gap Analysis
Here is a table that shows the gap is the difference between the performance of each
dimension on the quality of service and hope that the dimensions of tangible, reliability,
responseveness, assurance, and empathy which will be presented in Table 5.
Table 5: Gap Between Expectation and Performance
No Attribute Expectation Performance Gap
Mean Mean
1 Tangible 4,63 4,52 -0,11
2 Reliability 4,70 4,60 -0,10
3 Responsive 4,80 4,60 -0,20
4 Assurance 4,70 4,58 -0,12
5 Empathy 4,70 4,60 -0,10
Sourcer : Data Processed 2014
From table 5 on the gap analysis, it can be seen that the performance of the entire
attribute is below the expectations of respondents. The following analysis of the gap that
can be seen in Figure 2.
Figure 2: Analisis Of The Gap
CONCLUSIONS AND SUGGESTIONS
1. From the analysis of the interests and expectations can be seen that the level of

12. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
642
customer expectations for service quality of Bank Muamalat had a mean score
of 282.82, where the score means that the level of customer expectations for
service Muamalat are much as expected.
2. From the analysis of the interests and expectations can be seen that the level of
interest of the customers on the quality of services of Bank Muamalat has a
value of the average score of 278.95. where the score means that the level of
interest of the customers of the Bank Muamalat service is very important to
what is perceived.
3. From the analysis of the interests and expectations can be seen that the level of
performance of Bank Muamalat for the quality of services provided has a value
of the average score of 273.6. Where the score means that the level of
performance of Bank Muamalat has been very good in the opinion of the
customer. ,
REFERENCES
Arikunto, Suharsini. (2005). Prosedur Penelitian Suatu Pendekatan Praktek. Jakarta:
Rineka Cipta.
Basyir, Akhmad Azhar. (2000). Asas-asas Hukum Muamalat. Yokyakarta:UII Press
Cronin J.J. & Taylor. SA. (1992). “Measuring Service Quality”. A Reexaminehan And
Extension. Vol 56. July, hal 55-68.
DSN MUI, (2003). Himpunan Fatwa DSN: Keputusan DSN No.03 Tahun 2000, tentang
Petunjuk Pelaksanaan Penetapan Anggota Dewan Pengawas Syariah Pada
Lembaga Keuangan Syariah, edisi kedua. Jakarta:PT. Intermasa.
Supranto. J. (2005). “Pengukuran Tingkat Kepuasan Pelanggan: Untuk Menaikkan
Pangsa Pasar”. Jakarta: Rineka Cipta.
Maholtra. (1996). Metode Statistika Lanjutan. Bandung: Ganesha.
Kotler, Philip. (2006). Manajemen Pemasaran, Analisis, Perencanaan Implementasi,
Dan Pengendalian. Lembaga Penerbit Fakultas Ekonomi Universitas.
Kotler, Philip &, Gary Amstrong. (2007). Dasar-Dasar Pemasaran Jilid 1 Edisi
Indonesia. Jakarta: Prehalindo
Kotler, Philip, & Gary Amstrong. (2007). Dasar-Dasar Pemasaran Jilid 2. Jakarta:
Prehalindo.
Muhammad, (2000). Sistem dan Prosedur Operasional Bank Syariah, Cet. 1.
Yogyakarta: UII Press.
Nazir, Moh. (2003). Metode Penelitian. Jakarta:Ghalia Indonesia.
Rusianti, Gading. (2004). Analisis Tingkat Kepuasan Konsumen Terhadap Kualitas Jasa
Pada Obyek Wisata Pantai Pasir Putih Di Kabupaten Situbondo. Laporan
Penelitian. Universitas Jember:Unpublished
Sari, Suwardani. (2005). Analisis Kepuasan Konsumen (Pasien) Terhadap Kualitas
Layanan Pada Rumah Sakit Umum (Studi Kasus Pada RSUD Unit Swadana
Pare Di Kediri). Universitas Jember.
Singgih, Santoso. (2006). Mengolah Data Statistik Secara Professional, PT.
Jakarta:Elex Mmedia Komputindo Kelompok Gramedia.
Sugiono. (2007). Metode Penelitian Bisnis. Bandung:Penerbit Alfabeta.
Sugiarto, Endar. (2005). Psikologi Pelayanan Dalam Industri Jasa. Jakarta:Gramedia

13. ISBN 978-967-394-230-5 [PROCEEDINGS OF IDMAC2015]
9th ISDEV International Islamic Development Management Conference
(IDMAC2015)
643
Ppustaka Utama.
Tjiptono, Fandy. (2006). Manajemen Jasa, Eedisi Kedua. Yogyakarta: Andi.
Winardi. (1991). Pengantar Tentang Riset Pemasaran. Bandung:Penerbit Mandar Maju.
Wibowo, Satrio Hadi (2011). Analisis Kepuasan Konsumen Terhadap Kualitas Jasa
Warnet On Einstien Jember. FE Universitas Muhammadiyah Jember.
Zulkifli, Sunarto. (2003). Panduan Praktis Transaksi perbankan Syariah. Jakarta:Zikrul
Hakim.