Pengaruh kinerja karyawan, kualitas pelayanan dan kualitas produk terhadap kepuasan nasabah Bank Syariah Indonesia
Studi Bank Syariah Indonesia Mojokerto
Abstract
In the era of globalization, banking services have become an important part of the lives of urban and rural communities, amidst increasingly fierce business competition. The main key to retaining customers and achieving competitive advantage is service quality. In the context of sharia banking, Islamic principles encourage fair and non-discriminatory service to customers. Despite intense business competition, the Islamic banking sector shows positive growth, meeting the demand for financial services in accordance with sharia principles. Customer satisfaction is the main focus in maintaining the company's existence, influenced by service quality, product quality and employee performance. This research shows that employee performance has a positive effect on customer satisfaction at Bank Syariah Indonesia, with a significant statistical test result of 0.345. However, it is necessary to improve the AVE (Average Variance Extracted) values of the variables (0.277 customer satisfaction, 0.157 employee performance, 0.240 service quality, and 0.270 product quality) to increase the reliability of the research. This research provides an in-depth contribution regarding the influence of these factors in Bank Syariah Indonesia, especially in the Mojokerto Branch, filling the gaps in previous research.
Downloads
References
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran, Edisi 13. Jakarta: Erlangga, 14.
Tjiptono, F. (2008). Strategi Pemasaran Edisi 3. Yogyakarta: Andi, 301
Agung, D. (2014). Pengaruh kualitas layanan dan kinerja karyawan terhadap kepuasan nasabah koperasi pondok pesantren Mamba’ul Mubbasyirin Shiddiqiyyah Bojonegoro. UNS (Sebelas Maret University).
Amelia, R., & Rodhiyah, R. (2016). Pengaruh kualitas pelayanan dan kinerja karyawan terhadap kepuasan pasien (studi kasus pada pasien rawat inap RS. Pelabuhan Jakarta). Jurnal Ilmu Administrasi Bisnis, 5(4), 163–172.
Ismawanto, T., Setianegara, R. G., & Rahmani, S. (2020). Pengaruh Kualitas Dan Kinerja Karyawan Frontliner Terhadap Kepuasan Nasabah PT Bank Rakyat Indonesia (Persero), Tbk Kantor Cabang Balikpapan Sudirman Unit Klandasan. Jurnal Bisnis dan Kewirausahaan, 16(1), 1-11.
Febriana, N. I. (2016). Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia Kantor Cabang Pembantu Tulungagung. IAIN Tulungagung Research Collections, 3(1), 145-168.
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing.
Mangkunegara, Anwar Prabu. 2000. Manajemen Sumber Daya Manusia Perusahaan. Bandung: Cetakan Kedua Remaja Rosdakarya Offset.
Arisanti, K. D., Santoso, A., & Wahyuni, S. (2019). Pengaruh Motivasi Kerja Dan Disiplin Kerja Terhadap Kinerja Karyawan Pada PT Pegadaian (Persero) Cabang Nganjuk. JIMEK: Jurnal Ilmiah Mahasiswa Ekonomi, 2(1), 101-118.
Mathis, Robert L. & Jackson, John H. 2019. Manajemen Sumber Daya Manusia. Jakarta : Salemba Empat.
Kotler, Philip. 2005. Manajemen Pemasaran, Edisi Kesebelas. Jakarta. PT. Indeks Kelompok Gramedia.
Fandy Tjiptono dan Anastasia Diana,2016 Esensi dan Aplikasi, (Yogyakarta: Andi Offset)
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif & RND. Bandung: Alfabeta
Copyright (c) 2024 Diwika Fatah Arrozaq
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work’s authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal’s published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
