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All Journal Etihad: Journal of Islamic Banking and Finance Journal of Islamic Economic Laws
Sari, Diyan Novita
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Religion Humanities Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice Social Sciences

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Pengaruh Kualitas Pelayanan Terhadap Loyalitas dengan Kepercayaan dan Kepuasan Sebagai Variabel Mediator Bank Syariah di Ponorogo Rofiqo, Azidni; Addinata, Vydika Harya; Sari, Diyan Novita
Etihad: Journal of Islamic Banking and Finance Vol. 1 No. 1 (2021)
Publisher : Institut Agama Islam Negeri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21154/etihad.v1i1.2732

Abstract

This study tested the effect of service quality on sharia bank customer loyalty in Ponorogo mediated by customer trust and satisfaction. During the covid-19 pandemic, many customers withdraw their money in sharia banks and conventional banks. The novelty of this research in the form of trust and satisfaction that is used as a mediator variable between the quality of service and customer loyalty, similar research has never been done. This research is quantitative with structural equation modelling method, with a total of 60 samples consisting of teachers at Pondok Modern Darussalam Gontor campus 2 Madusari Ponorogo. The findings in this study shows that the service quality has a positive effect on trust and satisfaction, satisfaction is a mediator between the service quality and loyalty, while trust is not a mediator variable between the service quality and the loyalty of customers in sharia banking. Further research is expected to further examine the role of customer satisfaction in maintaining the loyalty of sharia bank customers.Penelitian ini menguji pengaruh kualitas layanan terhadap loyalitas nasabah bank syariah di Ponorogo yang dimediasi oleh kepercayaan dan kepuasan nasabah. Pada masa pandemi covid-19 nasabah banyak yang menarik uangnya di bank syariah maupun bank konvensional. Kebaruan dari penelitian ini berupa kepercayaan dan kepuasan yang dijadikan sebagai variabel mediator antara kualitas layanan dan loyalitas nasabah, penelitian serupa belum pernah dilakukan. Penelitian ini berjenis kuantitatif dengan metode structural equation modelling, dengan jumlah sampel sebanyak 60 yang terdiri dari guru pada Pondok Modern Darussalam Gontor kampus 2 Madusari Ponorogo. Temuan pada penelitian ini menunjukkan bahwa kualitas layanan berpengaruh positif pada kepercayaan dan kepuasan, kepuasan merupakan media antara kualitas layanan dan loyalitas, sedangkan kepercayaan bukan merupakan variabel mediasi antara kualitas layanan dan loyalitas nasabah bank syariah. Penelitian selanjutnya diharpkan meneliti lebih jauh peranan kepuasan nasabah dalam menjaga loyalitas nasabah bank syariah.
The Influence of Trust and Service Quality on Customer Satisfaction of Islamic Banks Andriyani, Novi; Sari, Diyan Novita
Etihad: Journal of Islamic Banking and Finance Vol. 2 No. 2 (2022)
Publisher : Institut Agama Islam Negeri Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21154/etihad.v2i2.5184

Abstract

This research aims to test the influence of customer trust and quality of service on the satisfaction of regular students at University of Darussalam Gontor Female Campus who are customers of Bank Syariah. This research uses quantitative methods. The population in this study was a regular student at University of Darussalam Gontor Female campus as many as 1.760 students using the slovin formula obtained a sample of 100 respondents. The data collection technique used is questionnaire. The research method used is multiple linear regression analysis using SPSS. The results of the t test value showed that in the customer trust variable there was an influence on customer satisfaction with a value of 15,196 ˃ 1,984, while the service quality variable had an influence on customer satisfaction of 17,550˃1,984. Simultaneously customer trust and service quality affect customer satisfaction by 0,000 ˂ 0.05. In conclusion, this study shows that customer trust and service quality affect bank sharia customer satisfaction.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan nasabah dan kualitas pelayanan terhadap kepuasan mahasiswi reguler Kampus Wanita Universitas Darussalam Gontor yang menjadi nasabah Bank Syariah. Penelitian ini menggunakan metode kuantitatif. Populasi dalam penelitian ini adalah mahasiswa reguler di kampus Putri Universitas Darussalam Gontor sebanyak 1.760 mahasiswa dengan menggunakan rumus slovin diperoleh sampel sebanyak 100 responden. Teknik pengumpulan data yang digunakan adalah kuesioner. Metode penelitian yang digunakan adalah analisis regresi linier berganda dengan menggunakan SPSS. Hasil nilai uji t menunjukkan bahwa pada variabel kepercayaan pelanggan terdapat pengaruh terhadap kepuasan pelanggan dengan nilai sebesar 15,196 1,984, sedangkan variabel kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 17,550˃1,984. Secara simultan kepercayaan pelanggan dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 0,000 0,05. Kesimpulannya, penelitian ini menunjukkan bahwa kepercayaan nasabah dan kualitas pelayanan berpengaruh terhadap kepuasan nasabah bank syariah.
Pengaruh Kualitas Pelayanan Terhadap Loyalitas dengan Kepercayaan dan Kepuasan Sebagai Variabel Mediator Bank Syariah di Ponorogo Rofiqo, Azidni; Addinata, Vydika Harya; Sari, Diyan Novita
Etihad: Journal of Islamic Banking and Finance Vol. 1 No. 1 (2021)
Publisher : UIN Kiai Ageng Muhammad Besari Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (915.939 KB) | DOI: 10.21154/etihad.v1i1.2732

Abstract

This study tested the effect of service quality on sharia bank customer loyalty in Ponorogo mediated by customer trust and satisfaction. During the covid-19 pandemic, many customers withdraw their money in sharia banks and conventional banks. The novelty of this research in the form of trust and satisfaction that is used as a mediator variable between the quality of service and customer loyalty, similar research has never been done. This research is quantitative with structural equation modelling method, with a total of 60 samples consisting of teachers at Pondok Modern Darussalam Gontor campus 2 Madusari Ponorogo. The findings in this study shows that the service quality has a positive effect on trust and satisfaction, satisfaction is a mediator between the service quality and loyalty, while trust is not a mediator variable between the service quality and the loyalty of customers in sharia banking. Further research is expected to further examine the role of customer satisfaction in maintaining the loyalty of sharia bank customers.Penelitian ini menguji pengaruh kualitas layanan terhadap loyalitas nasabah bank syariah di Ponorogo yang dimediasi oleh kepercayaan dan kepuasan nasabah. Pada masa pandemi covid-19 nasabah banyak yang menarik uangnya di bank syariah maupun bank konvensional. Kebaruan dari penelitian ini berupa kepercayaan dan kepuasan yang dijadikan sebagai variabel mediator antara kualitas layanan dan loyalitas nasabah, penelitian serupa belum pernah dilakukan. Penelitian ini berjenis kuantitatif dengan metode structural equation modelling, dengan jumlah sampel sebanyak 60 yang terdiri dari guru pada Pondok Modern Darussalam Gontor kampus 2 Madusari Ponorogo. Temuan pada penelitian ini menunjukkan bahwa kualitas layanan berpengaruh positif pada kepercayaan dan kepuasan, kepuasan merupakan media antara kualitas layanan dan loyalitas, sedangkan kepercayaan bukan merupakan variabel mediasi antara kualitas layanan dan loyalitas nasabah bank syariah. Penelitian selanjutnya diharpkan meneliti lebih jauh peranan kepuasan nasabah dalam menjaga loyalitas nasabah bank syariah.
The Influence of Trust and Service Quality on Customer Satisfaction of Islamic Banks Andriyani, Novi; Sari, Diyan Novita
Etihad: Journal of Islamic Banking and Finance Vol. 2 No. 2 (2022)
Publisher : UIN Kiai Ageng Muhammad Besari Ponorogo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21154/etihad.v2i2.5184

Abstract

This research aims to test the influence of customer trust and quality of service on the satisfaction of regular students at University of Darussalam Gontor Female Campus who are customers of Bank Syariah. This research uses quantitative methods. The population in this study was a regular student at University of Darussalam Gontor Female campus as many as 1.760 students using the slovin formula obtained a sample of 100 respondents. The data collection technique used is questionnaire. The research method used is multiple linear regression analysis using SPSS. The results of the t test value showed that in the customer trust variable there was an influence on customer satisfaction with a value of 15,196 ˃ 1,984, while the service quality variable had an influence on customer satisfaction of 17,550˃1,984. Simultaneously customer trust and service quality affect customer satisfaction by 0,000 ˂ 0.05. In conclusion, this study shows that customer trust and service quality affect bank sharia customer satisfaction.Penelitian ini bertujuan untuk menguji pengaruh kepercayaan nasabah dan kualitas pelayanan terhadap kepuasan mahasiswi reguler Kampus Wanita Universitas Darussalam Gontor yang menjadi nasabah Bank Syariah. Penelitian ini menggunakan metode kuantitatif. Populasi dalam penelitian ini adalah mahasiswa reguler di kampus Putri Universitas Darussalam Gontor sebanyak 1.760 mahasiswa dengan menggunakan rumus slovin diperoleh sampel sebanyak 100 responden. Teknik pengumpulan data yang digunakan adalah kuesioner. Metode penelitian yang digunakan adalah analisis regresi linier berganda dengan menggunakan SPSS. Hasil nilai uji t menunjukkan bahwa pada variabel kepercayaan pelanggan terdapat pengaruh terhadap kepuasan pelanggan dengan nilai sebesar 15,196 1,984, sedangkan variabel kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 17,550˃1,984. Secara simultan kepercayaan pelanggan dan kualitas pelayanan berpengaruh terhadap kepuasan pelanggan sebesar 0,000 0,05. Kesimpulannya, penelitian ini menunjukkan bahwa kepercayaan nasabah dan kualitas pelayanan berpengaruh terhadap kepuasan nasabah bank syariah.
Reputation, Transparency, Trust and Waqif’s Perception on Nadzir’s Professional Towards Intention to Act Waqf: Empirical Study in Pondok Modern Darussalam Gontor (PMDG) Rofiqo, Azidni; Muslih, Mohammad; Sari, Diyan Novita
Journal of Islamic Economic Laws Vol 4, No 2: July 2021
Publisher : Universitas Muhammadiyah Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23917/jisel.v4i2.14870

Abstract

This study aims to explore the reputation, transparency, trust, waqif perception of nadzir’s professionalism, and the intention to pay waqf in Gontor Institution. This study based on the theory of planned behavior (TPB) which examines the effect of reputation, transparency, trust toward waqif perception of Nadzir’s professionalism and intention to pay waqf. The approach this study is a quantitative approach with structural equation modeling-partial least square (SEM-PLS) measurements. The number of respondents 200 alumni of the Pondok Modern Darussalam Gontor. The findings in this study indicate that reputation, transparency, trust have a significant positive effect on the intention to pay waqf at Pondok Modern Darussalam Gontor with the waqif’s perception of nadzir’s professionalism as mediating effect. Other findings indicate that trust as moderating effect between reputation and waqif perception of nadzir’s professional.
Co-Authors Addinata, Vydika Harya ANDRIYANI, NOVI Mohammad Muslih Rofiqo, Azidni