Determinan Kepuasan Nasabah Pada Bank Syariah Indonesia
DOI:
https://doi.org/10.24090/ej.v10i1.6235Keywords:
Service Quality, Internet Banking, Trust, Accessibility, Customer SatisfactionAbstract
This research aims to show service quality, internet banking, trust, and accessibility partially or simultaneously on customer satisfaction at Bank Syariah Indonesia Bengkalis sub-branch office. This research was built using a quantitative descriptive approach based on primary and secondary data in questionnaires and library literature. The population of this research is customers of the Bank Syariah Indonesia Bengkalis sub-branch office. Sampling using random sampling technique with a total sample of 98 people. Data analysis used multiple linear regression, previously tested using validity, reliability, and normality tests. This research shows that service quality, internet banking, trust, and accessibility have a positive and significant impact on customer satisfaction at the Bank Syariah Indonesia Bengkalis sub-branch office. Simultaneously, service quality, internet banking, trust, and accessibility significantly affect customer satisfaction at the Bank Syariah Indonesia Bengkalis sub-branch office.References
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Ahmed, A. M. (2020). The influence of electronic banking service quality on customer satisfaction of banks in Tripoli City, Libya. International Journal of Innovation, Creativity and Change, 13(1), 518–530. https://www.ijicc.net/images/vol_13/13142_Ahmed_2020_E_R.pdf
Ahmed, M. S., & Sajid, S. A. (2019). Technology impact on e-banking towards customer satisfaction in public & private sectors bank [with special reference to Vellore district of Tamil Nadu-India]. International Journal of Scientific and Technology Research, 8(12), 255–259. https://www.ijstr.org/final-print/dec2019/Technology-Impact-On-E-Banking-Towards-Customer-Satisfaction-In-Public-Private-Sectors-Bank-with-Special-Reference-To-Vellore-District-Of-Tamil-Nadu-India.pdf
Alam, N., & Al-Amri, H. A. (2020). Service quality perception and customer satisfaction in Islamic banks of Oman. Journal of Asian Finance, Economics and Business, 7(9), 499–504. https://doi.org/10.13106/jafeb.2020.vol7.no9.499
Alshira’H, M. H. (2020). The Effects of Usability and Accessibility for E-Government Services on the End-user Satisfaction. International Journal of Interactive Mobile Technologies (IJIM), 14(13), 78. https://doi.org/10.3991/ijim.v14i13.14659
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Ati, A., Majid, M. S. A., Azis, N., & Hamid, A. (2020). Mediating the effects of customer satisfaction and bank reputation on the relationship between services quality and loyalty of islamic banking customers. Malaysian Journal of Consumer and Family Economics, 25, 28–61. https://majcafe-com.bsenetwork.biz/wp-content/uploads/2020/11/Volume-25-2020-Paper-2.pdf
Ayuningtyas, K. A., & Siregar, S. (2021). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah (Studi Pada Bank Mandiri Cabang Alam Sutera Tangerang). Jurnal Manajemen, 11(1), 63–76. https://doi.org/10.30656/jm.v11i1.3032
Azzahra, N., Rinaldo, J., & Firdaus, T. R. (2021). Pengaruh Kualitas Layanan, Harga Dan Lokasi Terhadap Keputusan Pembelian Toko Neraca Shoes Cabang Permindo Padang. Matua Jurnal (Pengembangan Ilmu Manajemen Dan Bisnis), 3(1), 45–58. https://ejurnal-unespadang.ac.id/index.php/MJ/article/view/269
Baber, H. (2019). Service quality perception and its impact on customer satisfaction in islamic banks of Malaysia. Malaysian Journal of Consumer and Family Economics, 22, 1–18. https://majcafe-com.bsenetwork.biz/wp-content/uploads/2021/01/Article-1-Vol-22-2019.pdf
Bagoes, S. D., & Rachmat, B. (2019). Effect of Service Quality, Religiosity, Relationship Closeness, and Customer Trust On Customer Satisfaction and Loyalty at Bank Jatim Syariah. Russian Journal of Agricultural and Socio-Economic Sciences, 87(3), 200–219. https://doi.org/10.18551/rjoas.2019-03.25
Dalvi, M. Q. (2021). Behavioural Modelling, Accessibility, Mobility and Need. In D. A. Hensher & P. R. Stopher (Eds.), Behavioural Travel Modelling (1st Editio, p. 15). Routledge. https://doi.org/10.4324/9781003156055
Dandis, A. O., Wright, L. T., Wallace-Williams, D. M., Mukattash, I., Eid, M. A. H., & Cai, H. (2021). Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction. Cogent Business and Management, 8(1), 1–25. https://doi.org/10.1080/23311975.2021.1892256
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2), 1–10. https://doi.org/10.1177/2158244020919517
Fitria, A., & Munawar, A. (2021). Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), 43–52. https://doi.org/10.37641/jikes.v1i1.406
Golovkova, A., Eklof, J., Malova, A., & Podkorytova, O. (2019). Customer satisfaction index and financial performance: a European cross country study. International Journal of Bank Marketing, 37(2), 479–491. https://doi.org/10.1108/IJBM-10-2017-0210
Handayani, S., Khairiyansyah, K., & Wahyudin, N. (2019). Fasilitas, Aksesibilitas Dan Daya Tarik Wisata Terhadap Kepuasan Wisatawan. Jurnal Ilmiah Manajemen Dan Bisnis, 20(2), 123–133. https://doi.org/10.30596/jimb.v20i2.3228
Hartawan, D. (2017). Pengaruh Internet Banking Terhadap Kepuasan Nasabah (Studi Kasus Pada Nasabah Bank Rakyat Indonesia Syariah Cabang Palembang). I-ECONOMICS: A Research Journal on Islamic Economics, 3(2), 149–166. https://doi.org/10.19109/ieconomics.v3i2.1457
Hendarsyah, D. (2012). Keamanan Layanan Internet Banking Dalam Transaksi Perbankan. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 1(1), 12–33. https://doi.org/10.46367/iqtishaduna.v1i1.2
Hidayat, R. (2015). Effects of internet banking service quality on customer trust, commitment and satisfaction. International Journal of Applied Engineering Research, 10(16), 37186–37195. https://www.ripublication.com/ijaer10/ijaerv10n16_174.pdf
Hossain, M. A., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability (Switzerland), 13(13), 1–13. https://doi.org/10.3390/su13137404
Hosseini, S. H. K., & Behboudi, L. (2017). Brand trust and image: effects on customer satisfaction. International Journal of Health Care Quality Assurance, 30(7), 580–590. https://doi.org/10.1108/IJHCQA-04-2016-0054
Jan, M. T., & Shafiq, A. (2021). Islamic banks’ brand personality and customer satisfaction: an empirical investigation through SEM. Journal of Islamic Accounting and Business Research, 12(4), 488–508. https://doi.org/10.1108/JIABR-05-2020-0149
Japlani, A., Fitriani, F., & Mudawamah, S. (2020). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan Nasabah Pada Cabang BMT Fajar Metro Pusat. FIDUSIA: Jurnal Keuangan Dan Perbankan, 3(1), 67–85. https://doi.org/10.24127/jf.v3i1.469
Kang, M.-J. (2020). A study on the effect of service quality, consumer empathy and shopping value on curation commerce satisfaction. Journal of Distribution Science, 18(6), 5–14. https://doi.org/10.15722/jds.18.6.20206.5
Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction: Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced Science and Technology, 28(20), 865–872. http://sersc.org/journals/index.php/IJAST/article/view/2965/2071
Kiran, G., Appasaba, L. V., Raja, M., Muthu Gopalakrishnan, M., & Chotai, N. (2020). Customers satisfaction towards online banking services of public sector banks. International Journal of Scientific and Technology Research, 9(4), 3368–3372. https://www.ijstr.org/final-print/apr2020/Customers-Satisfaction-Towards-Online-Banking-Services-Of-Public-Sector-Banks.pdf
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 1–11. https://doi.org/10.1016/j.techsoc.2020.101487
Mandiri, A. C., Efriyanto, E., & Metekohy, E. Y. (2021). Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Kepuasan Nasabah Dalam Menggunakan BRI Mobile (BRIMO). ACCOUNT: Jurnal Akuntansi, Keuangan Dan Perbakan, 8(1), 1423–1430. https://doi.org/10.32722/acc.v8i1.3874
Miftahuddin, M., & Hendarsyah, D. (2019). Analisis Perbandingan Fasilitas Aplikasi Mobile Banking Bank Syariah Mandiri KCP. Bengkalis Dengan Bank Mandiri KC. Bengkalis. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 8(1), 16–32. https://doi.org/10.46367/iqtishaduna.v8i1.149
Muchlis, R. (2018). Analisis SWOT Financial Technology (Fintech) Pembiayaan Perbankan Syariah Di Indonesia (Studi Kasus 4 Bank Syariah Di Kota Medan). AT-TAWASSUTH: Jurnal Ekonomi Islam, 1(1), 335–357. https://doi.org/10.30821/ajei.v1i1.2735
.......
Ahmed, A. M. (2020). The influence of electronic banking service quality on customer satisfaction of banks in Tripoli City, Libya. International Journal of Innovation, Creativity and Change, 13(1), 518–530. https://www.ijicc.net/images/vol_13/13142_Ahmed_2020_E_R.pdf
Ahmed, M. S., & Sajid, S. A. (2019). Technology impact on e-banking towards customer satisfaction in public & private sectors bank [with special reference to Vellore district of Tamil Nadu-India]. International Journal of Scientific and Technology Research, 8(12), 255–259. https://www.ijstr.org/final-print/dec2019/Technology-Impact-On-E-Banking-Towards-Customer-Satisfaction-In-Public-Private-Sectors-Bank-with-Special-Reference-To-Vellore-District-Of-Tamil-Nadu-India.pdf
Alam, N., & Al-Amri, H. A. (2020). Service quality perception and customer satisfaction in Islamic banks of Oman. Journal of Asian Finance, Economics and Business, 7(9), 499–504. https://doi.org/10.13106/jafeb.2020.vol7.no9.499
Alshira’H, M. H. (2020). The Effects of Usability and Accessibility for E-Government Services on the End-user Satisfaction. International Journal of Interactive Mobile Technologies (IJIM), 14(13), 78. https://doi.org/10.3991/ijim.v14i13.14659
Asnawi, N., Sukoco, B. M., & Fanani, M. A. (2020). The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks. Journal of Islamic Marketing, 11(1), 192–212. https://doi.org/10.1108/JIMA-03-2017-0033
Ati, A., Majid, M. S. A., Azis, N., & Hamid, A. (2020). Mediating the effects of customer satisfaction and bank reputation on the relationship between services quality and loyalty of islamic banking customers. Malaysian Journal of Consumer and Family Economics, 25, 28–61. https://majcafe-com.bsenetwork.biz/wp-content/uploads/2020/11/Volume-25-2020-Paper-2.pdf
Ayuningtyas, K. A., & Siregar, S. (2021). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah (Studi Pada Bank Mandiri Cabang Alam Sutera Tangerang). Jurnal Manajemen, 11(1), 63–76. https://doi.org/10.30656/jm.v11i1.3032
Azzahra, N., Rinaldo, J., & Firdaus, T. R. (2021). Pengaruh Kualitas Layanan, Harga Dan Lokasi Terhadap Keputusan Pembelian Toko Neraca Shoes Cabang Permindo Padang. Matua Jurnal (Pengembangan Ilmu Manajemen Dan Bisnis), 3(1), 45–58. https://ejurnal-unespadang.ac.id/index.php/MJ/article/view/269
Baber, H. (2019). Service quality perception and its impact on customer satisfaction in islamic banks of Malaysia. Malaysian Journal of Consumer and Family Economics, 22, 1–18. https://majcafe-com.bsenetwork.biz/wp-content/uploads/2021/01/Article-1-Vol-22-2019.pdf
Bagoes, S. D., & Rachmat, B. (2019). Effect of Service Quality, Religiosity, Relationship Closeness, and Customer Trust On Customer Satisfaction and Loyalty at Bank Jatim Syariah. Russian Journal of Agricultural and Socio-Economic Sciences, 87(3), 200–219. https://doi.org/10.18551/rjoas.2019-03.25
Dalvi, M. Q. (2021). Behavioural Modelling, Accessibility, Mobility and Need. In D. A. Hensher & P. R. Stopher (Eds.), Behavioural Travel Modelling (1st Editio, p. 15). Routledge. https://doi.org/10.4324/9781003156055
Dandis, A. O., Wright, L. T., Wallace-Williams, D. M., Mukattash, I., Eid, M. A. H., & Cai, H. (2021). Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction. Cogent Business and Management, 8(1), 1–25. https://doi.org/10.1080/23311975.2021.1892256
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open, 10(2), 1–10. https://doi.org/10.1177/2158244020919517
Fitria, A., & Munawar, A. (2021). Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), 43–52. https://doi.org/10.37641/jikes.v1i1.406
Golovkova, A., Eklof, J., Malova, A., & Podkorytova, O. (2019). Customer satisfaction index and financial performance: a European cross country study. International Journal of Bank Marketing, 37(2), 479–491. https://doi.org/10.1108/IJBM-10-2017-0210
Handayani, S., Khairiyansyah, K., & Wahyudin, N. (2019). Fasilitas, Aksesibilitas Dan Daya Tarik Wisata Terhadap Kepuasan Wisatawan. Jurnal Ilmiah Manajemen Dan Bisnis, 20(2), 123–133. https://doi.org/10.30596/jimb.v20i2.3228
Hartawan, D. (2017). Pengaruh Internet Banking Terhadap Kepuasan Nasabah (Studi Kasus Pada Nasabah Bank Rakyat Indonesia Syariah Cabang Palembang). I-ECONOMICS: A Research Journal on Islamic Economics, 3(2), 149–166. https://doi.org/10.19109/ieconomics.v3i2.1457
Hendarsyah, D. (2012). Keamanan Layanan Internet Banking Dalam Transaksi Perbankan. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 1(1), 12–33. https://doi.org/10.46367/iqtishaduna.v1i1.2
Hidayat, R. (2015). Effects of internet banking service quality on customer trust, commitment and satisfaction. International Journal of Applied Engineering Research, 10(16), 37186–37195. https://www.ripublication.com/ijaer10/ijaerv10n16_174.pdf
Hossain, M. A., Yesmin, M. N., Jahan, N., & Kim, M. (2021). Effects of service justice, quality, social influence and corporate image on service satisfaction and customer loyalty: Moderating effect of bank ownership. Sustainability (Switzerland), 13(13), 1–13. https://doi.org/10.3390/su13137404
Hosseini, S. H. K., & Behboudi, L. (2017). Brand trust and image: effects on customer satisfaction. International Journal of Health Care Quality Assurance, 30(7), 580–590. https://doi.org/10.1108/IJHCQA-04-2016-0054
Jan, M. T., & Shafiq, A. (2021). Islamic banks’ brand personality and customer satisfaction: an empirical investigation through SEM. Journal of Islamic Accounting and Business Research, 12(4), 488–508. https://doi.org/10.1108/JIABR-05-2020-0149
Japlani, A., Fitriani, F., & Mudawamah, S. (2020). Pengaruh Kualitas Pelayanan, Kepercayaan Terhadap Kepuasan Nasabah Pada Cabang BMT Fajar Metro Pusat. FIDUSIA: Jurnal Keuangan Dan Perbankan, 3(1), 67–85. https://doi.org/10.24127/jf.v3i1.469
Kang, M.-J. (2020). A study on the effect of service quality, consumer empathy and shopping value on curation commerce satisfaction. Journal of Distribution Science, 18(6), 5–14. https://doi.org/10.15722/jds.18.6.20206.5
Khatab, J. J., Esmaeel, E. S., & Othman, B. (2019). The influence of service quality on customer satisfaction: Evidence from public sector and private sector banks in kurdistan/iraq. International Journal of Advanced Science and Technology, 28(20), 865–872. http://sersc.org/journals/index.php/IJAST/article/view/2965/2071
Kiran, G., Appasaba, L. V., Raja, M., Muthu Gopalakrishnan, M., & Chotai, N. (2020). Customers satisfaction towards online banking services of public sector banks. International Journal of Scientific and Technology Research, 9(4), 3368–3372. https://www.ijstr.org/final-print/apr2020/Customers-Satisfaction-Towards-Online-Banking-Services-Of-Public-Sector-Banks.pdf
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 1–11. https://doi.org/10.1016/j.techsoc.2020.101487
Mandiri, A. C., Efriyanto, E., & Metekohy, E. Y. (2021). Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Kepuasan Nasabah Dalam Menggunakan BRI Mobile (BRIMO). ACCOUNT: Jurnal Akuntansi, Keuangan Dan Perbakan, 8(1), 1423–1430. https://doi.org/10.32722/acc.v8i1.3874
Miftahuddin, M., & Hendarsyah, D. (2019). Analisis Perbandingan Fasilitas Aplikasi Mobile Banking Bank Syariah Mandiri KCP. Bengkalis Dengan Bank Mandiri KC. Bengkalis. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 8(1), 16–32. https://doi.org/10.46367/iqtishaduna.v8i1.149
Muchlis, R. (2018). Analisis SWOT Financial Technology (Fintech) Pembiayaan Perbankan Syariah Di Indonesia (Studi Kasus 4 Bank Syariah Di Kota Medan). AT-TAWASSUTH: Jurnal Ekonomi Islam, 1(1), 335–357. https://doi.org/10.30821/ajei.v1i1.2735
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Published
2022-07-29
How to Cite
Supra, E., & Hendarsyah, D. (2022). Determinan Kepuasan Nasabah Pada Bank Syariah Indonesia. El-Jizya : Jurnal Ekonomi Islam, 10(1), 33–50. https://doi.org/10.24090/ej.v10i1.6235
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