Membangun Kepuasan Nasabah Berbasis Dimensi Banking Service Quality (Studi Bank Syariah di Kabupaten Jember)

Mohamad Dimyati; Mochammad Farid Afandi; Fajar Destari

doi:10.24843/MATRIK:JMBK.2020.v14.i01.p12

Mohamad Dimyati FEB, Universitas Jember
Mochammad Farid Afandi FEB, Universitas Jember
Fajar Destari FEB, Universitas Jember

DOI: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i01.p12

Abstract

Tujuan penelitian ini adalah untuk menguji pengaruh penerapan dimensi Banking Service Quality (BSQ) terhadap Kepuasan Nasabah Bank Syariah di Kabupaten Jember. Dimensi BSQ yang diteliti meliputi keefektifitan dan jaminan, akses, harga, keterwujudan, portofolio jasa dan keandalan. Rancangan penelitian menggunakan confirmatory research dengan menggunakan data primer dan sekunder. Populasi penelitian adalah nasabah Bank Syariah milik Pemerintah Cabang Jember (BNI Syariah, BRI, Syariah, Mandiri Syariah, dan Bank Jatim Syariah) yang mencakup nasabah penabung dan peminjam dana. Teknik sampling menggunakan purposive convinience sampling dengan jumlah sampel 120 nasabah yang dialokasikan secara disproporsional ke masing-masing bank. Dalam studi ini digunakan analisis regresi berganda dengan bantuan program software Amos. Hasil penelitian menunjukkan bahwa empat dimensi BSQ (keefektifian dan jaminan, akses, harga serta keterwujudan) berpengaruh positif signifikan terhadap Kepuasan Nasabah. Sedangkan dua dimensi lainnya, yaitu dimensi portofolio jasa dan keandalan tidak berpengaruh terhadap kepuasan nasabah.

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