Customer Satisfaction of Indonesian Sharia Bank: Multi Factorial Analysis
DOI:
https://doi.org/10.37385/msej.v5i1.4070Keywords:
Bagi Hasil, Kualitas Pelayanan, Kepuasan Nasabah: Bagi Hasil, Kualitas Pelayanan, Keputusan Menabung, Kepuasan Nasabah.Abstract
Of the Muslim countries in the world, Indonesia is one of the large countries that has the largest Muslim population. So Indonesia is one of the markets that creates a monetary foundation that relies on the sharia framework, including sharia banking. Furthermore, this provides freedom for sharia banking to offer sharia products to people who want to switch from conventional financial products to sharia banking products, especially products that have often been used by the general public, such as current accounts, savings and deposits. The essence of this exploration is to find out what variables can influence consumer loyalty at BSI Bank Tangerang Karawaci Mutiara branch office. To determine the variables that influence compliance, descriptions are used, especially using illustrative and confirmatory examination methods. The testing procedure used in this exploration was a purposive testing method on 95 respondents. Each naaabah is given a questionnaire with a total of 25 question points, where the questionnaire answers are evaluated on a 1-5 Likert scale and tested using the Smart-PLS 4.0 Application. Based on the results of the tests carried out, it can be said that the variables that influence consumer loyalty are Profit Sharing (X1) and Service Quality (X2) which influence Saving Decisions (Y) and Customer Satisfaction (Z) at Bank BSI Tangerang Karawaci Mutiara Branch Office, so the hypothesis this is acceptable.
References
A Karim, A. (2017). Bank Islam - Analisis Fiqih dan Keuangan (Edisi 5 Ce). RajaGrafindo Persada.
Al Faqih, F. (2020). Pengaruh Kualitas Pelayanan Dan Bagi Hasil Terhadap Minat Menabung Nasabah Pada Tabungan Marhamah Pt Bank Sumut Kcp Syariah Karya. Al-Infaq: Jurnal Ekonomi Islam, 11(1), 22–38.
Ghozali, I. (2016). Desain Penelitian Kuantitatif & Kualitatif, Untuk Akuntansi Bisnis,Dan Ilmu Sosial Lainnya (Pertama). Yoga Pratama Fakultas Ekonomi dan Bisnis Undip Semarang.
Harbani, R. (2023). 2023, Pertumbuhan Perbankan Syariah Diprediksi di Atas Rata-rata Bank Konvensional. Detik.Com. https://www.detik.com/hikmah/khazanah/d-6515437/2023-pertumbuhan-perbankan-syariah-diprediksi-di-atas-rata-rata-bank-konvensional
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan (Edisi Pert). Unitomo Press.
Ismail. (2016). Perbankan Syariah (Cetakan ke). Prenadamedia Group.
Kompas.com. (2022). Berkenalan dengan Bank Syariah, Mulai dari Konsep Bagi Hasil, Prinsip, hingga Keuntungannya. Kompas.Com. https://biz.kompas.com/read/2022/09/27/180000928/berkenalan-dengan-bank-syariah-mulai-dari-konsep-bagi-hasil-prinsip-hingga
Kotler, P., & Keller, K. L. (n.d.). Manajemen Pemasaran (Edisi 15). Erlangga.
Lailya, R. (2016). Kualitas Pelayanan Bank Syariah. Kompasiana.Com. https://www.kompasiana.com/rizkilailya/584fd4427893732c191e0964/kualitas-pelayanan-bank-syariah
Laporan Tahunan. (n.d.). BSI, Bank. Retrieved September 27, 2023, from https://www.bankbsi.co.id/company-information/reports
Lida Puspaningtyas. (2021). Asbisindo: Kualitas Bank Syariah sudah Bersaing. Republika.Com. https://ekonomi.republika.co.id/berita/qus8r2457/asbisindo-kualitas-bank-syariah-sudah-bersaing
Peter, J. P. dan J. C. O. (2013). Perilaku Konsumen dan Strategi Pemasaran (Edisi 9). Salemba Empat.
Prihartini, E. (2019). PENGARUH KUALITAS PELAYANAN DAN BAGI HASIL TERHADAP KEPUASAN NASABAH:(Studi Pada Bank Syariah Mandiri Kantor Cabang Majalengka). Jurnal Co Management, 1(2), 289–299.
Ramadhansari, I. F. (2021). 4 Tahapan Penting Merger Bank Syariah Indonesia, Nasabah Harus Tahu! Bisnis.Com. https://finansial.bisnis.com/read/20210201/90/1350745/4-tahapan-penting-merger-bank-syariah-indonesia-nasabah-harus-tahu
Rismawati, & Rosita, S. I. (2014). Pengaruh Sistem Bagi Hasil Deposito Mudharabah Terhadap Minat Nasabah Berinvestasi Pada Bank Syariah STUDI KASUS PADA PT BANK BNI SYARIAH. JIAKES (Jurnal Ilmiah Akuntansi Kesatuan), 2(1), 86.
STATISTIK PERBANKAN SYARIAH. (n.d.). OJK.Go.Id. Retrieved September 27, 2023, from https://www.ojk.go.id/id/kanal/syariah/data-dan-statistik/statistik-perbankan-syariah/Default.aspx
Suwifania, J. (2022). Pengaruh tingkat bagi hasil terhadap Minat Masyarakat Menabung di Bank Syariah. JIKEM: Jurnal Ilmu Komputer, Ekonomi Dan Manajemen, 2(2), 3090–3095.
Tjiptono, C. (2016). Service, Quality dan Satisfaction (Edisi 4). ANDI OFFSET.
Tjiptono, F. (2017). Service Management: Mewujudkan Layanan Prima (Edisi 3). ANDI OFFSET.
Yusuf, R., & Rangkuti, M. S. (2023). Pengaruh Kualitas Pelayanan , Bagi Hasil & Pengetahuan Produk Terhadap Keputusan Nasabah Menabung Pada Bank Aceh Syariah Kota Langsa. Jurnal Pendidikan, Sains, Dan Humaniora, 11(1), 68–77.
Mahfud Sholihin & Dwi Ratmono (2021) Analisis SEM-PLS dengan WarpPLS7.0 untuk hubungan nonlinier dalam penelitian sosial dan bisnis (Edisi 2) ANDI OFFSET