Relationship of Customer Relationship Learning to Service Quality of Regional Development Banks

This study aims to analyze the relationship between customer relationship learning and service quality at Bank Pembangunan Daerah Jawa Timur Plc, Surabaya Region. This research uses quantitative methods with a descriptive research approach. The population was 1,329 savings customers in 10 locations of the Bank Pembangunan Daerah Jawa Timur Plc network in the Surabaya region, representing the eastern, western, northern and southern regions of Surabaya with 307 respondents. The results showed that customer relationship learning had an effect on the quality of PT Bank Pembangunan's service. The area of East Java Plc in the Surabaya area, this shows that with a customer relationship learning strategy, it will be able to increase service quality. Service quality is the totality of the characteristics of goods and services that demonstrate its ability to satisfy customer needs.

Impact of Service Quality of Islamic Banks on Customer Satisfaction.

This study explores the impact of service quality on the satisfaction of customers of the Islamic banks operating in Lahore Pakistan means whether the customers of Islamic banks are satisfied by the facilities provided by the banks. Tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance are the dimensions of service quality and taken as independent variables while customer satisfaction is taken as dependant variable. For the purpose of study, feedback of 100 customers of 5 Islamic banks operating in Lahore Pakistan regarding service quality and satisfaction level is collected. Banks and customers are selected on the basis of convenient sampling. A structured self-administrated questionnaire in English was distributed to customers of the Islamic banks. Personal contact approach was also applied to explain the questions. SPSS 16.0 version was used to draw analysis. Results show that tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance have positive relationship with customer satisfaction. The value of R square shows that 86.6% variation in customers' satisfaction is explained by tangibility, reliability, responsiveness, assurance, empathy and shari'ah compliance. Responsiveness, empathy and shari'ah compliance significantly affect the customer satisfaction while tangibility, reliability and assurance insignificantly affect the customer satisfaction. So, the bank managers should focus on these three dimensions of the service quality if they want to enhance the customer satisfaction.