MEASURING SERVICE QUALITY AND CUSTOMER SATISFACTION AT BANK SYARIAH SURABAYA WITH BIG DATA ANALYSIS

Abstract

Banking    institutions    that    provide    sharia-based

 

services in Indonesia still have a smaller number of

 

customers compared to conventional banks, even

 

though Indonesia is a country with the largest Muslim

 

population in the world. Therefore, this study aims to

 

observe customer satisfaction with Islamic banking

 

services    and     help     managers     evaluate    their

 

performance. This research was conducted using big

 

data analysis from reviews given by the public regarding 3 Islamic banks in Surabaya through the Google  Maps  website,  including:  Bank  Syariah

Indonesia Surabaya Jemur Handayani, Bank Syariah

 

Surabaya Branch Office Dharmawangsa, and Bank

 

Syariah Surabaya Branch Office Darmo. By using the

 

textual review method, it is hoped that this research

 

can  provide  an  overview  of  social  perspectives

 

regarding service quality and customer satisfaction

 

with Islamic banks and provide input for managers so

 

that they can advance the Islamic economy, especially

 

in Indonesia.