The Integration of Waiting Line Management Concept, Service Fairness and Customer Behavioural Intention in Sharia Bank
Abstract
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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Weiss, E. N., & Tucker, C. (2018). Queue management: Elimination, expectation, and enhancement. Business Horizons, 61(5), 671–678. https://doi.org/10.1016/j.bushor.2018.05.002
Wexler, N. M. (2015). Re-thinking Queue Culture: The Commodification of Thick Time. International Journal of Sociology and Social Policy, 35(3/4), 165–181. https://doi.org/http://dx.doi.org/10.1108/IJSSP-06-2014-0048
Alemu Zemene, D., & Tewedros Hiluf, B. (2019). The Influence of Waiting Lines Management on Customer Satisfaction in Commercial Bank of Ethiopia. Financial Markets, Institutions and Risks, 3(3), 5–12. https://doi.org/10.21272/fmir.3(3).5-12.2019
Botutihe, K., B Sumarauw, J. S., Karuntu, M. M., Ekonomi dan Bisnis, F., & Manajemen Universitas Sam Ratulangi Manado, J. (2018). Analisis Sistem Antrian Teller Guna Optimalisasi Pelayanan Pada Pt. Bank Negara Indonesia (Bni) 46 Cabang Unit Kampus Manado Analysis of Queue System and Optimization of Teller Service At Pt.Bank Negara Indonesia Branch of the Campus Manado. Analisis Sistem…… 1388 Jurnal EMBA, 6(3), 1388–1397.
Emanuela, B. L., & Iuliana, C. (2016). Consumers behaviors of online banking services. Proceedings of the 28th International Business Information Management Association Conference - Vision 2020: Innovation Management, Development Sustainability, and Competitive Economic Growth.
Ferdninand, A. (2014). Metode Penelitian Management. BP Universitasa Diponegoro.
Fishbein, M., & Ajzen, I. (1975). Chapter 1. Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. In Reading, MA: Addison-Wesley.
Fredrick, S. H., & Lieberman, J. G. (2001). Introduction to Operations Research. McGraw-Hill.
Furwanti, R. (2020). Harga Jual Dan Tingkat Margin: Preferensi Nasabah Dalam Menggunakan Produk Pembiayaan Murabahah Bmt As’adiyah Sengkang. BANCO: Jurnal Manajemen Dan Perbankan Syariah. https://doi.org/10.35905/banco.v2i1.1331
Gârdan, D. A., & (Geangu), I. P. G. (2015). Modelling Medical Services Consumers Loyalty in the Context of Changing Consumption Behavior1. Procedia Economics and Finance, 32(15), 1027–1034. https://doi.org/10.1016/s2212-5671(15)01564-6
Ghamry, S., & Shamma, H. M. (2022). Factors influencing customer switching behavior in Islamic banks: evidence from Kuwait. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-01-2020-0021
Ghassan, H. B. (2015). Islamic Consumer Model, Fairness Behavior and Asymptotic Utility. Munich Personal RePEc Archive, 67141, 39.
Ghazian, A., Hossaini, M. H., & Farsijani, H. (2016). The Effect of Customer Relationship Management and its Significant Relationship by Customers’ Reactions in LG Company. Procedia Economics and Finance. https://doi.org/10.1016/s2212-5671(16)30014-4
Hariputra, R. P., Defit, S., & Sumijan. (2022). Analisis Sistem Antrian dalam Meningkatkan Efektivitas Pelayanan Menggunakan Metode Accidental Sampling. Jurnal Sistim Informasi Dan Teknologi, 4, 70–75. https://doi.org/10.37034/jsisfotek.v4i2.127
Hassan, M., & Hassan, R. (2020). Who says waiting is boring? How consumer narratives within online communities help reduce stress while waiting. Spanish Journal of Marketing - ESIC, 24(3), 403–424. https://doi.org/10.1108/SJME-01-2020-0010
Hosen, M. N., Lathifah, F., & Jie, F. (2021). Perception and expectation of customers in Islamic bank perspective. Journal of Islamic Marketing, 12(1), 1–19. https://doi.org/10.1108/JIMA-12-2018-0235
Junaid, M. R., Firmansyah, F., & Saputra, A. C. (2020). Analisis Sistem Antrian Terhadap Kepuasan Nasabah Pada Pt.Bank Central Asia Tbk Kantor Cabang Ahmad Yani Makassar. Bongaya Journal for Research in Management (BJRM), 3(1), 19–25. https://doi.org/10.37888/bjrm.v3i1.222
Lelono, V. D. A., & Vikaliana, R. (2020). Pengaruh Antrian Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Biznet Home Di Branch Kelapa Gading. Jurnal Sains Sosio Humaniora, 4(2), 661–672. https://doi.org/10.22437/jssh.v4i2.11526
Liang, C. C. (2019). Enjoyable queuing and waiting time. Time and Society, 8(5), 1975–1996. https://doi.org/10.1177/0961463X17702164.
Limlawan, V., & Anussornnitisarn, P. (2021). Enhance System Utilization and Business Revenue with AI-based Queue Reservation System. International Journal of Machine Learning and Computing, 11(3), 236–241. https://doi.org/10.18178/ijmlc.2021.11.3.1041
Mann, L. (1977). The effect of stimulus queues on queue-joining behavior. Journal of Personality and Social Psychology, 35(6), 437–442.
MAULIDDANI, D. (2018). Tinjauan Kinerja Unit Customer Service Dalam Upaya Untuk Memberikan Pelayanan Kepada Nasabah Pada Pt. Bank Mandiri Tbk Kantor Cabang Pembantu Cisarua - Bogor. July 2014. https://doi.org/10.13140/RG.2.2.31242.57282
Mogilner, C., & Aaker, J. (2009). The time vs money effect’: shifting product attitudes and decisions through personal connection. Journal of Consumer Research, 31(4), 734–747.
Namkung, Y., & Jang, S. (2009). The effects of interactional fairness on satisfaction and behavioral intentions: mature versus non-mature customers. International Journal of Hospitality Management, 21(4), 375–392.
Narteh, B. (2016). Service fairness and customer behavioural intention: Evidence from the Ghanaian banking industry. African Journal of Economic and Management Studies, 7(1), 90–108. https://doi.org/10.1108/AJEMS-06-2015-0064
Nikbin, D., Marimuthu, M., & Hyun, S. S. (2016). Influence of perceived service fairness on relationship quality and switching intention: an empirical study of restaurant experiences. Current Issues in Tourism, 19(10), 1005–1026. https://doi.org/10.1080/13683500.2013.801407
Parasuraman, A., Zeithaml, V. a, & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research. Journal of Marketing Research, 49, 41–50.
Rawls, J. (2011). A Theory of Justice, Teori Keadilan, Dasar-dasar Filsafat Politik untuk Mewujudkan Kesejahteraan Sosial dalam Negara. Penerbit Pustaka Pelajar,.
Sindhav, B., Holland, J., Rodie, A. R., Adidam, P. T., & Pol, G. L. (2006). The Impact of Perceived Fairness on Satisfaction: Are Airport Security Measures Fair? Does It Matter? Journal of Marketing Theory and Practice, 14(4), 323–335.
Studenmund, A. H. (2006). Using econometrics : a practical guide. In Addison-Wesley series in economics.
Sukmawati, I. (2015). Pengaruh Kualitas Pelayanan Dimediasi Kepuasan Pelanggan Dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada Pt Air Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 3(3), 729–742.
Wang, Z., Fang, L., & Zhu, S. (2020). Strategic behavior in queues with the effect of the number of customers behind. Operations Research Letters, 48(5), 646–651. https://doi.org/10.1016/j.orl.2020.08.003
Weiss, E. N., & Tucker, C. (2018). Queue management: Elimination, expectation, and enhancement. Business Horizons, 61(5), 671–678. https://doi.org/10.1016/j.bushor.2018.05.002
Wexler, N. M. (2015). Re-thinking Queue Culture: The Commodification of Thick Time. International Journal of Sociology and Social Policy, 35(3/4), 165–181. https://doi.org/http://dx.doi.org/10.1108/IJSSP-06-2014-0048
Published
2022-07-20
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. https://doi.org/https://doi.org/10.18326/aicieb.v2i1.73
Section
ARTICLES
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