The Integration of Waiting Line Management Concept, Service Fairness and Customer Behavioural Intention in Sharia Bank

  • Reni Furwanti UIN Sunan Kalijaga Yogyakarta
  • Slamet Haryono UIN Sunan Kalijaga Yogyakarta
  • Dini Maulana Lestari UIN Sunan Kalijaga Yogyakarta


This research aims to find out the influence of of waiting line management application on service fairness, and its’ effect toward customer behavioral intention directly and indirectly. It is happened because sharia banks are overwhelmed in regulating time management while providing services due to the increasing frequency of customer transactions. This is quantitative research used mixed method with path analysis model analysis and unstructural interview method. Furtherore, this research obtained approximately 153 samples. Furthermore, the result revealed that waiting line management has a positif significant impact on customer behavioral intention, while service fairness dissable to strength the relationship of the former and the latter. The implication of this research is to provide such an advice based on the results of the analysis relating tto the effectiveness of waiting line management and service fairness implication in Islamic banks to increase number of customer behavioral intentions in using Islamic bank services and products consistently.


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How to Cite
Furwanti, R., Haryono, S., & Lestari, D. (2022). The Integration of Waiting Line Management Concept, Service Fairness and Customer Behavioural Intention in Sharia Bank. Annual International Conference on Islamic Economics and Business (AICIEB), 2(1), 1-13.