KEINGINAN DAN KEBUTUHAN NASABAH PRODUK E-BANKING BANK SYARIAH

Abstract

Considering the importance of customerbased improvement, the current papers present the evaluation of Shar-E, an electronical banking product of Bank Muamalat Indonesia, by using fuzzy quality function deployment (QFD). The result of the research concluded that the availability of automated teller machine (ATM) are the most important factor wanted by the customer to be present. Subsequently, providing good online systems such as network, online banking transaction by online, and safety of Shar-E are the most important activities that should be well developed by BMI in order to respond to customers’ needs and wants.