Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah BPRS Jabal Tsur Pandaan

The Influence of Service Quality on Customer Satisfaction at Jabal Tsur Islamic Rural Bank (BPRS) Pandaan

Abstract

Although Islamic banking in Indonesia grew rapidly with a target market share of 5% by 2008, customer satisfaction levels remain highly determined by service quality that integrates Sharia principles. This study aims to examine the influence of six service quality dimensions (Sharia compliance, tangibles, reliability, responsiveness, assurance, and empathy) on customer satisfaction at BPRS Jabal Tsur Pandaan. Using a quantitative approach with multiple linear regression design, data were collected through questionnaires from 105 randomly selected customers out of a population of 175 customers. The results showed a correlation coefficient (R) of 0.696, indicating a strong relationship between service quality and customer satisfaction, with an adjusted R-square of 48.8%. All service dimensions had positive effects, with empathy (0.112) and Sharia compliance (0.109) having the largest influence. It is concluded that simultaneously improving service quality will increase customer satisfaction. It is recommended that BPRS management continues to strengthen empathy and Sharia compliance as key competitive advantages.

Meskipun perbankan syariah di Indonesia tumbuh pesat dengan target pangsa pasar 5% pada 2008, tingkat kepuasan nasabah masih sangat ditentukan oleh kualitas layanan yang mengintegrasikan prinsip syariah. Penelitian ini bertujuan menguji pengaruh enam dimensi kualitas layanan (kepatuhan syariah, bukti langsung, keandalan, daya tanggap, jaminan, dan empati) terhadap kepuasan nasabah BPRS Jabal Tsur Pandaan. Menggunakan pendekatan kuantitatif dengan desain regresi linier berganda, data dikumpulkan melalui kuesioner dari 105 nasabah yang dipilih secara acak dari populasi 175 nasabah. Hasil penelitian menunjukkan koefisien korelasi (R) sebesar 0,696 yang mengindikasikan hubungan kuat antara kualitas layanan dan kepuasan nasabah, dengan koefisien determinasi (adjusted R-square) 48,8%. Seluruh dimensi layanan berpengaruh positif, di mana empati (0,112) dan kepatuhan syariah (0,109) memiliki pengaruh terbesar. Disimpulkan bahwa peningkatan kualitas layanan secara simultan akan meningkatkan kepuasan nasabah. Direkomendasikan agar manajemen BPRS terus memperkuat aspek empati dan kepatuhan syariah sebagai keunggulan kompetitif utama.