Analysis of Sharia Bank Service Management in the New Normal Period in Terms of Empathy and Responsiveness Dimensions

This service management is a crucial process as it can prevent various service-related issues when
serving customers. This study aims to understand how the Service Management of Islamic Banks in the
New Normal era is perceived in terms of the dimensions of Empathy and Responsiveness. In this research,
a qualitative method with a case study approach was employed. Data collection techniques included
observation, interviews, and documentation. The research results indicate that in terms of Service
Management at the bank, there have been changes in the dimension of Empathy. For example, in
welcoming customers, before the existence of the coronavirus, employees greeted customers without
wearing masks, there were no barriers or partitions, and their facial expressions were visible. In the new
normal, employees must wear masks, there are barriers between customers and employees, and customers
cannot discern the facial expressions of employees, whether they are smiling or not. This can lead to
customer uncertainty about whether the employee is serving sincerely or not. As for the dimension of
Responsiveness, significant changes are evident in customer queues. Before the coronavirus, customer
queues could be quite long, whereas during the pandemic, customer queues are limited, and the service
takes longer than before. The speed of service is also constrained.
Keywords : Service Management, Shariah Bank, New Normal.