INVESTIGATING WHAT AFFECTS THE SATISFACTION OF ISLAMIC BANK'S MUDHARABAH SAVINGS CUSTOMERS
Abstract
Abstrak: Penelitian tentang kepuasan pelanggan bank syariah masih sangat relevan mengingat pangsa pasar bank syariah yang masih kecil dari industri perbankan Indonesia. Dengan nasabah yang lebih puas, bank syariah di Indonesia mungkin dapat menangkap porsi pasar yang lebih besar. Tujuan dari penelitian ini adalah untuk mengidentifikasi unsur-unsur pengalaman nasabah tabungan mudharabah bank syariah yang berkontribusi terhadap kepuasan nasabah. Ini adalah penelitian lapangan kuantitatif. Nasabah Kantor Cabang Pembantu Paringin Bank Kalsel Syariah menjadi subjek penelitian ini. Delapan puluh peserta tanpa disadari dalam pemilihan sampel formula Slovin. Regresi linier berganda digunakan untuk menilai informasi yang dikumpulkan dari kuesioner dan catatan. Menurut penelitian ini, kepuasan nasabah terhadap rekening tabungan mudharabah mereka di bank syariah telah terbukti dipengaruhi oleh beberapa elemen, antara lain kualitas layanan yang diberikan, bagi hasil, dan keterikatan emosi.
Keywords: Kepuasan Konsumen, Bank Syariah, Kualitas Pelayanan, Bagi Hasil, dan Keterikatan Emosi
Abstract: Customer satisfaction studies are particularly pertinent considering Islamic banks' small market share in the Indonesian banking industry. With more satisfied customers, Indonesian Islamic banks may perhaps capture a larger portion of the market. This study aims to identify the elements of an Islamic bank's mudharabah savings customer experience that contribute to customer satisfaction. It is quantitative field research. Customers of the Paringin Sub-Branch Office of Bank Kalsel Syariah are the subjects of this study. Eighty unwitting participants in the Slovin formula's sample selection. Multiple linear regression was used to assess the information gathered from questionnaires and records. According to this study, customer satisfaction with their mudharabah savings accounts at the Islamic bank is influenced by several elements, including service quality, profit sharing, and emotional attachment.
Keywords: Customer Satisfaction, Islamic Bank, Services Quality, Profit Sharing, and Emotional Attachment
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