About Muamalat
About Muamalat

Bank Muamalat Customer is the most loyal Customer based on MRI


Jakarta, March 14, 2019 - PT Bank Muamalat Indonesia Tbk. ranked first as a sharia bank with the most loyal customers in 2019. This is based on the results of the 2019 Satisfaction, Loyalty and Engagement (SLE) survey conducted by Marketing Research Indonesia (MRI) in collaboration with Infobank.


Awaldi, Director of Operations at Bank Muamalat said, the company continues to improve service quality and build a culture of service that covers various aspects, ranging from competence, employee performance to the work environment. That is what keeps Bank Muamalat's customers loyal.


"We have a standard of service called Ritual Service. Besides building a culture of service, it also mitigates the potential for fraud and data errors. Thus customer service and satisfaction can be fulfilled well, "he said.

The 2019 SLE survey focuses on four aspects, namely satisfaction, loyalty, engagement and experience as a whole with the aim of measuring the level of customer engagement with the bank and the factors that influence it. For the category of Sharia Commercial Banks (BUS) there are 4 banks included in this year's survey.


In aspect satisfaction which is the level of customer satisfaction, the elements include customer service, teller, security, physical bank and ATM. Furthermore, on the aspects of loyalty the elements of service include retain, repusrchase, and recommendation.


Furthermore, in the aspect of engagement the elements are self-confidence, served with fairness, pride, and passion for the bank. And the last aspect, namely the customer experience aspect, there are elements of effectiveness, speed, convenience and fun.


The survey was conducted with quantitative methods through interviews, sampling using a multistage random sampling method with the selection of respondents in stages (probability sampling). The profile of respondents in this survey consisted of men and women aged 21 to 50 years, originating from the upper social economy, household expenditure of Rp 2 million / month, having been a bank customer for at least 2 years. Respondents who have close relatives who work in banks are not included in the survey.


This survey was conducted in November - December 2018 with a total sample of 1,603 spread across 7 major cities, namely: Jakarta, Surabaya, Bandung, Semarang, Medan, Makassar and Pekanbaru. Some of the points obtained from this SLE survey include factors that influence engagement rates, factors that drive and underlie customer loyalty, classification of satisfaction attributes based on customer perceptions and their performance, all of which are obtained from real customer voice which was explored in focus group discussions (FGD )

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