Analysis Assessment of Service Quality in the Maslahah Mobile Application Using the Service Performance
DOI:
https://doi.org/10.63309/dialektika.v23i3.755Keywords:
Digital Service,Quality Service Performance.Abstract
The development of digital services requires Islamic financial institutions to adapt by providing efficient and customer-oriented services. This study aims to analyze the service quality of the Mobile Maslahah application by Bank BJB Syariah using the Service Performance (SERVPERF) approach. This method assesses service quality through five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative method was employed, using web scraping techniques to collect 2,349 user reviews from the Google Playstore platform. The reviews were processed through preprocessing, sentiment analysis, and keyword filtering to classify them into the SERVPERF dimensions. The results show that the empathy dimension achieved the highest average rating (4.61/5), followed by reliability (3.89/5), assurance (3.06/5), tangibles (2.93/5), and responsiveness (2.05/5). These findings indicate that Mobile Maslahah performs strongly in empathy and reliability, while improvements are needed in interface design and system responsiveness. It is recommended that developers enhance the app’s usability, system stability, and user support mechanisms to strengthen customer trust and satisfaction.
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