SERVICE QUALITY IN CASE : KEGAGALAN LAYANAN (SERVICE FAILURE) PERBANKAN SYARIAH DAN STRATEGI PEMULIHAN LAYANAN ( SERVICE RECOVERY)

The sharia banking service industry, which is a service industry that is still excellent, is the backbone of development, so the government continues to provide intense guidance so that currently the role of micro banking supervision is handled by the Financial Services Authority (OJK), while the Macro sector is handled by Central Bank (Bank Indonesia). This study analyzes the impact of types of service failures (Service Failure) with service recovery strategies (Service Recovery), through a qualitative analysis approach to library research. The results of the research analysis show that the Gap Service that occurs due to customer satisfaction is always increasing, this is influenced by technology and competitors who continue to creatively improve their services to customers in order to maintain the presence of loyalist customers