Sulistiyawan, Edy (2019) Pengaruh Kualitas Pelayanan Islami Terhadap Kepuasan Nasabah Dalam Meningkatkan Retensi Dan Menciptakan Kebahagiaan Nasabah (Studi Pada Bank Syariah Milik Bumn Di Kota Pasuruan). Doktor thesis, Universitas Brawijaya.
Abstract
Model pengukuran yang diperoleh dalam studi penelitian ini diharapkan, pertama dapat membantu dalam pengabilan keputusan dalam pemasaran perbankan syariah dan dapat mengidentifikasi faktor-faktor penentu pada kualitas layanan perbankan syariah yang lebih dikenal dengan sebutan Islamic Banking Service Quality (iBSQ). Kedua pada kepuasan nasabah bank, merupakan suatu respon langsung yang diberikan oleh nasabah bank pada dimensi-dimensi kualitas layanan bank syariah yang pada akhirnya secara signifikan dapat menciptakan kebahagiaan nasabah. Ketiga adalah retensi nasabah yang merupakan harapan dari semua perbankan syariah untuk membuat nasabah terus menikmati layanan yang diberikan oleh bank syariah, dan merekomendaikan kepada sahabat, teman, dan sanak keluarga. Keempat kebahagiaan nasabah yang menjadi tujuan akhir dari seluruh pelayanan dari perbankan syariah pada umumnya dan Bank BUMN Syariah pada khususnya. Pada studi penelitian ini pendekatan yang digunakan adalah pendekatan kuantitatif (positivisme) yang didukung dengan kualitatif yang informatif. Data yang digunakan adalah data primer dan sekunder. Data primer diperoleh dengan langsung interview dengan nasabah menggunakan alat bantu kuesioner. Untuk data sekunder diperoleh dari referensi-referensi penelitian terdahulu dan informasi dari pihak internal bank syariah milik BUMN di Kota Pasuruan. Metode SEM-PLS yang diterapkan pada pengolahan data diharapkan mampu memberikan informasi yang diharapkan, yaitu dari masing-masing variabel dalam penelitian antara lain kualitas layanan islami, kepuasan nasabah, dan retensi nasabah serta kebahagiaan nasabah. Dalam penelitian ini sumber data diambil dari 3 tiga bank yang berbeda, yaitu : Bank BRI Syariah, Bank BNI Syariah dan Bank Syariah Mandiri. Temuan studi penelitian ini adalah sebagai berikut : (1) Dari tujuh dimensi kualias layanan islami yang mempunyai pengaruh signifikan terhadap kepuasan nasabah adalah dimensi dimensi kepatuhan syariah, daya tanggap, bukti fisik dan sistem Layanan, dan sisanya dipengaruhi oleh variabel lain yang tidak terdapat dalam model. (2) Retensi nasabah signifikan dipengaruhi oleh kepuasan nasabah. (3) Kebahagiaan nasabah signifikan dipengaruhi oleh Kepuasan nasabah dan retensi nasabah sedangkan sisanya dipengaruhi oleh variabel lainnya. (4) Tiga dimensi kualitas layanan islami yang tidak signifikan terhadap kepuasan nasabah yaitu jaminan, empati dan kehandalan. Implikasi studi penelitian ini kedepannya pihak Bank Syariah milik BUMN di Kota Pasuruan lebih memperhatikan dan memperbaiki kualitas layanan islami agar dapat meningkatkan kepuasan nasabah yang berkonstribusi pada meningkatnya retensi nasabah dan tercapainya kebahagiaan nasabah. Sehingga tujuan Bank Syariah milik BUMN di Kota Pasuruan dapat tercapai dengan baik, benar dan terarah.
English Abstract
The measurement model that is obtained in this research is expected to as in the following lines: first, to help the decision making in the marketing of sharia banks and also to identify certain determinant factors in the quality of sharia banks services which is better known as Islamic Banking Service Quality (iBSQ). Second, regarding to the cutomers’ satisfaction, it is a direct responses given from the customers in accordance with the dimensions of the quality of sharia banks services which is able to create customers’ happines significantly in the end. Third, the customers’ retention is a hope from all of the sharia banks to make the customers continue to enjoy the services provided by the sharia banks which will eventually leads to the situation where the customers would recommend these services of sharia banks to their friends and their family. Fourth, the customers’ happines is the final goal of all the services provided by the sharia banks in general and also especially for the sharia state-owned enterprises. This research uses quantitative positivism approach supported by informative qualitative and the data that were used in this research are primary and secondary data. Moreover, the primary data were obtained by direct interview with the customers by using questionnaires. While the secondary data were collected by viewing the previous research as the references and informations from the internal peer of sharia banks of state-owned enterprises in Pasuruan city. The SEM-PLS method was applied at the data management which is expected to be able to provide the informations that are coming from each variable in this research which are the quality of the islamic services, customers’ satisfaction, retention and happiness. The data of this research were taken from three different banks and they are: Bank BRI Syariah, Bank BNI Syariah and Bank Syariah Mandiri. The results of this research are as follows: (1) Out of the seven dimensions of the quallity of islamic services, there are a few of them that have significant influences on the customers’ satisfaction and they are sharia compliance, responsiveness, physical evidence and service system dimensions. The rest of the dimensions are influenced by other variables which does not exists in the model. (2) Customers’ retention is significantly influenced by the customers’ satisfaction. (3) Customers’ happines is significantly influenced by the customers’ satisfaction and customers’ retention. While the rest of it is influenced by other variables. (4) The three dimensions of the quality of islamic services that are not significant on the customers’s satisfaction are guarantee, empathy and reliability. The implication of this research is hopefully in the future the Sharia Banks of State-owned Enterprises in Pasuruan city would pay more attention and also to improve the quality of islamic services in order to gain customers’ satisfaction that is able to contribute to the impovement of the customers’ retention and also to gain customers’ happiness. Therefore, the objectives of Sharia Banks of State-owned Enterprises in Pasuruan city can be well accomplished.
Other obstract
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| Item Type: | Thesis (Doktor) |
|---|---|
| Identification Number: | DIS/332.109 176 7/SUL/p/2019/061911251 |
| Uncontrolled Keywords: | Pemasaran Bank Syariah, Gharar, Maysir, Riba, Dimensi kualitas layanan islami,-Sharia Banks Marketing, Gharar, Maysir, Riba, Dimensions of the quality of Islamic Services |
| Subjects: | 300 Social sciences > 332 Financial economics > 332.1 Banks > 332.106 8 Banks (Management) |
| Divisions: | S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endang Susworini |
| Date Deposited: | 18 May 2022 05:20 |
| Last Modified: | 18 May 2022 05:20 |
| URI: | http://repository.ub.ac.id/id/eprint/190569 |
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