PENGARUH KUALITAS PELAYANAN, KEADILAN BAGI HASIL DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA PT. BANK PEMBIAYAAN RAKYAT SYARIAH GEBU PRIMA, MEDAN

Authors

  • Khoirul Amri Nasution Universitas Muhammadiyah Sumatera Utara
  • Sri Fitri Wahyuni Universitas Muhammadiyah Sumatera Utara, Indonesia

DOI:

https://doi.org/10.29040/jie.v8i3.14142

Abstract

Abstract The growth of Islamic banking in Indonesia lags behind conventional banking, primarily due to insufficient customer loyalty. To enhance market share, Islamic banking providers in Indonesia must prioritize customer satisfaction, as satisfied customers are more inclined to remain loyal. This research aims to explore the interrelationships among service quality, fairness in profit-sharing, customer satisfaction, and customer loyalty. The study involves four key variables: service quality, profit-sharing fairness, and customer satisfaction as independent factors, and customer loyalty as the dependent factor. A simple random sampling method was employed, surveying 364 active customers, resulting in 78 valid responses. Findings indicate that service quality, profit-sharing fairness, and customer satisfaction collectively exert a significant influence on customer loyalty at BPRS Gebu Prima. The study reveals that these factors explain 47.6% of customer loyalty variance, with the remaining 52.4% influenced by unexplored variables beyond the scope of this research.

References

Al-Qardhawi, Y. (2001). Bunga Bank Haram. Penerbit Akbar.

Atmaja, J. (2018). Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Pada Bank BJB. Jurnal Ecodemica, 2(1), 49-63.

https://ejournal.bsi.ac.id/ejurnal/index.php/ecodemica/article/view/2713

Furqan Uki,. Pradesyah, R. (2023). Pengaruh Kualitas Pelayanan Dan Good Corporate Govermance (GCG) terhadap Minat Transaksi di Bank Islam (Studi Kasus di Bandar Park Land, Slangor, Malaysia). Jurnal Pendidikan Dan Konseling, 5(1), 3059–3069.

Grönroos, C. (2000). Service Management And Marketing: A Customer Relationship Management Approach (2nd ed.). Chichester John Wiley & Sons.

Hasan, A. (2013). Marketing dan Kasus-Kasus Pilihan (1st ed.). CAPS.

Karim, A. A. (2007). Bank Islam: Analisis Fiqih dan Keuangan (3rd ed.). PT. Raja Grafindo Persada.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.

Kusumaramdhani, A., & Fatimah, F. (2016). Pengaruh Reputasi Merk Dan Keadilan Bagi Hasil Terhadap Loyalitas Nasabah Tabungan Mudharabah Bank X Syariah Kcp Ciledug. Ekonomi & Bisnis, 14(1), 87–94. https://doi.org/10.32722/eb.v14i1.761

Muhammad Raziq Aulia, H. (2021). Pengaruh Kualitas Layanan, Kepuasan dan Religiusitas Terhadap Loyalitas Nasabah Bank Syariah MANDIRI Cabang Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 4(1), 108–121. http:jim.unsyiah.ac.id/ekm

Oliver, R. L. (2010). Satisfaction: A Behavioral perpective on the Customer (2nd ed.). McGraw Hill.

Othman, A., & Owen, L. (2005). Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House. (3(1)).

Radiman, R., Wahyuni, S,f., Jufrizen, J., Muslih, M., Gultom, D., & Farisi, S. (2020). Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty. https://doi.org/10.4108/eai.8-10-2018.2288715

Ratnasari, R. T. dan M. (2011). Teori dan Kasus Manajemen Pemasaran Jasa. Ghalia Indonesia.

Rohana, T. (2020). Pengaruh Kepuasan terhadap Loyalitas Pelanggan. Jurnal Ilman: Jurnal Ilmu Manajemen,8(1),28–32. https://www.journals.stimsukmamedan.ac.id/index.php/ilman/article/view/55

Sigit, K. N., & Soliha, E. (2017). Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Keuangan Dan Perbankan, 21(1), 157–168. https://doi.org/10.26905/jkdp.v21i1.1236

Siska, Hisbullah, & Umar, K. (2021). Nilai-Nilai Keadilan Dalam Ketetapan Mpr-Ri PERSPEKTIF SIYASAH SYAR’IYYAH. Siyasatuna, 3(2), 454–471.

Siti Rabiula, Khaeriyah Van Fatimah, S. (2018). Kualitas Pelayanan dan Kepuasan Nasabah. Jurnal Ecodemica, 2(1), 49–63.

Sofiah, N. S., & Trihantana, R. (2016). Pengaruh Nisbah Bagi Hasil Deposito Mudharabah Terhadap Loyalitas Nasabah. Jurnal Syarikah : Jurnal Ekonomi Islam, 2(2), 235–251. https://doi.org/10.30997/jsei.v2i2.280

Srisusilawati, jajang burhanudin. (2023). Loyalitas Pelanggan. Widina Bhakti Persada.

Sugiyono. (2016). metode penelitian kuantitatif, kualitatif dan r&d (23rd ed.). alfabeta.

Tamon, N. P., Manoppo, W. ., & Temengkel, L. F. (2021). Pengaruh Kualitas Produk, brand experience terhadap Kepuasan Pelanggan pada CV. DEFMEL Leilem. Productivity, 2(4), 309–314.

Tirtayasa, S. (2022). Effect Of Product Quality And Service On Customer Loyalty With Customer Satisfaction As An Intervening Variable (Study On Coffee Shop In Medan). International Journal of Science, Technology & Management, 3(5), 1438–1444. https://doi.org/10.46729/ijstm.v3i5.633

Tjiptono. (1995). Strategy Pemasaran. Andi Offset.

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian.

Downloads

Additional Files

Published

2024-07-31

How to Cite

Nasution, K. A., & Wahyuni, S. F. (2024). PENGARUH KUALITAS PELAYANAN, KEADILAN BAGI HASIL DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA PT. BANK PEMBIAYAAN RAKYAT SYARIAH GEBU PRIMA, MEDAN. JURNAL ILMIAH EDUNOMIKA, 8(3). https://doi.org/10.29040/jie.v8i3.14142

Issue

Vol. 8 No. 3 (2024): EDUNOMIKA

Section

Articles

Citation Check