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All Journal Jurnal Riset Perbankan Syariah
Akhmad Yusup
Prodi Perbankan Syariah, Fakultas Syariah, Universitas Islam Bandung, Indonesia
Religion Economics, Econometrics & Finance

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Kualitas Layanan Mobile banking terhadap Kepuasan dan Loyalitas Nasabah Bank BTN Syariah Amelia Nurhaliza; Popon Srisusilawati; Akhmad Yusup
Jurnal Riset Perbankan Syariah Volume 4, No. 2, Desember 2025, Jurnal Riset Perbankan Syariah (JRPS)
Publisher : UPT Publikasi Ilmiah Unisba

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/jrps.v4i2.8392

Abstract

Abstrak. Mobile banking merupakan layanan perbankan digital yang memudahkan nasabah melakukan transaksi tanpa harus datang ke bank. Namun, kualitas layanan mobile banking BTN Syariah masih dinilai rendah sehingga perlu dievaluasi pengaruhnya terhadap kepuasan dan loyalitas nasabah. Penelitian ini bertujuan menganalisis pengaruh kualitas layanan mobile banking terhadap kepuasan dan loyalitas nasabah BTN Syariah, baik secara langsung maupun melalui kepuasan sebagai variabel intervening. Metode penelitian menggunakan pendekatan kuantitatif dengan sampel 78 nasabah pengguna mobile banking BTN Syariah Cabang Bandung yang dipilih secara purposive sampling. Analisis data dilakukan menggunakan SEM-PLS dengan bantuan SmartPLS 4.1 serta pengukuran kualitas layanan berdasarkan model SERVQUAL. Hasil penelitian menunjukkan bahwa kualitas layanan mobile banking berpengaruh positif dan signifikan terhadap kepuasan nasabah, dan kepuasan nasabah berpengaruh signifikan terhadap loyalitas nasabah. Selain itu, kualitas layanan juga berpengaruh signifikan terhadap loyalitas baik secara langsung maupun tidak langsung melalui kepuasan nasabah. Temuan ini mengimplikasikan bahwa peningkatan kualitas layanan mobile banking menjadi faktor penting dalam meningkatkan kepuasan dan loyalitas nasabah BTN Syariah.   Abstract. Mobile banking is a digital banking service that enables customers to conduct transactions efficiently without visiting a bank branch. However, the quality of BTN Syariah’s mobile banking services is still considered inadequate, making it necessary to evaluate its impact on customer satisfaction and loyalty. This study aims to analyze the effect of mobile banking service quality on customer satisfaction and loyalty at BTN Syariah, both directly and indirectly through satisfaction as an intervening variable. The research employs a quantitative approach with a sample of 78 mobile banking users of BTN Syariah Bandung Branch selected through purposive sampling. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS version 4.1, while service quality was measured using the SERVQUAL model. The results indicate that mobile banking service quality has a positive and significant effect on customer satisfaction, and customer satisfaction significantly influences customer loyalty. Furthermore, service quality also has a significant effect on customer loyalty both directly and indirectly through customer satisfaction. These findings imply that improving mobile banking service quality is a crucial factor in enhancing customer satisfaction and loyalty at BTN Syariah.
Pengaruh Pembiayaan Mudharabah, Musyarakah, Fee Ijarah, dan Pendapatan Margin Murabahah terhadap Laba Bersih Bank Najiyyatul Murtadlo; Zaini Abdul Malik; Akhmad Yusup
Jurnal Riset Perbankan Syariah Volume 5, No. 1, Juli 2026, Jurnal Riset Perbankan Syariah (JRPS)
Publisher : UPT Publikasi Ilmiah Unisba

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/jrps.v5i1.9951

Abstract

Abstrak.  Penerapan prinsip syariah dalam pengelolaan pembiayaan dan sumber pendapatan menjadikan perbankan syariah berperan penting dalam meningkatkan kinerja keuangan. Fluktuasi laba bersih Bank Panin Dubai Syariah selama periode 2021–2024 menunjukkan perlunya analisis faktor-faktor yang memengaruhinya. Penelitian ini bertujuan menganalisis pengaruh pembiayaan Mudharabah, pembiayaan Musyarakah, fee ijarah, dan pendapatan margin Murabahah terhadap laba bersih Bank Panin Dubai Syariah periode 2021–2024. Penelitian menggunakan pendekatan kuantitatif dengan analisis regresi linier berganda. Data berupa laporan keuangan bulanan periode 2021–2024 yang diperoleh dari situs resmi bank dengan 48 observasi. Data dikumpulkan melalui dokumentasi dan studi kepustakaan, kemudian diolah menggunakan EViews 12. Hasil penelitian menunjukkan bahwa pembiayaan Mudharabah dan fee ijarah berpengaruh signifikan terhadap laba bersih. Pembiayaan Musyarakah berpengaruh negatif dan signifikan, sedangkan pendapatan margin Murabahah tidak berpengaruh signifikan. Secara simultan, seluruh variabel independen berpengaruh signifikan terhadap laba bersih. Nilai R² sebesar 0,560176 menunjukkan bahwa 56,02% variasi laba bersih dapat dijelaskan oleh variabel dalam model, sedangkan sisanya dipengaruhi faktor lain di luar model.Abstract. The application of Sharia principles in financing and revenue management enables Islamic banking to play an important role in improving financial performance. Fluctuations in the net profit of Bank Panin Dubai Syariah during the 2021–2024 period indicate the need to analyze the factors influencing these changes. This study aims to examine the effects of Mudharabah financing, Musyarakah financing, Ijarah fees, and Murabahah margin income on the net profit of Bank Panin Dubai Syariah from 2021 to 2024. A quantitative approach with multiple linear regression analysis was employed. The data consisted of monthly financial reports for the 2021–2024 period obtained from the bank's official website, comprising 48 observations. Data were collected through documentation and literature review and analyzed using EViews 12. The results show that Mudharabah financing and Ijarah fees have a significant effect on net profit. Musyarakah financing has a negative and significant effect, while Murabahah margin income has no significant effect on net profit. Simultaneously, all independent variables significantly affect net profit. The coefficient of determination (R²) of 0.560176 indicates that 56.02% of the variation in net profit can be explained by the variables in the model, while the remaining 43.98% is influenced by other factors outside the model.
Co-Authors Amelia Nurhaliza Najiyyatul Murtadlo Popon Srisusilawati Zaini Abdul Malik