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Journal : JOURNAL OF SCIENCE AND SOCIAL RESEARCH

ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BANK MUAMALAT KANTOR CABANG BENGKULU Putra, Theryansyah; Rohman, Fathur; Hasanah, Uswatun
JOURNAL OF SCIENCE AND SOCIAL RESEARCH Vol 8, No 4 (2025): November 2025
Publisher : Smart Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54314/jssr.v8i4.5017

Abstract

AbstrakPenelitian ini bertujuan untuk menganalisis kualitas pelayanan dan kepuasan nasabah di Bank Muamalat Kantor Cabang Bengkulu berdasarkan penerapan nilai-nilai syariah. Penelitian menggunakan pendekatan kualitatif deskriptif dengan teknik pengumpulan data melalui observasi, wawancara mendalam, dan dokumentasi. Subjek penelitian terdiri atas pegawai bagian pelayanan dan beberapa nasabah aktif yang dipilih menggunakan teknik purposive sampling. Hasil penelitian menunjukkan bahwa penerapan lima dimensi kualitas pelayanan (SERVQUAL) di Bank Muamalattangible, reliability, responsiveness, assurance, dan empathytelah berjalan dengan baik. Nilai-nilai syariah seperti amanah, keadilan, dan profesionalisme menjadi landasan utama dalam memberikan pelayanan kepada nasabah. Meskipun demikian, masih terdapat kendala berupa lamanya proses administrasi dan keterbatasan layanan digital banking. Secara keseluruhan, kualitas pelayanan Bank Muamalat tergolong baik dan berpengaruh positif terhadap kepuasan nasabah, terutama pada dimensi empati dan assurance. Diperlukan peningkatan efisiensi waktu pelayanan serta pengembangan sistem digital agar pelayanan semakin optimal dan sesuai dengan prinsip perbankan syariah.Kata kunci: Bank Muamalat, kualitas pelayanan, kepuasan nasabah, nilai-nilai syariah, pelayanan berbasis Islam.AbstractThis study aims to analyze service quality and customer satisfaction at Bank Muamalat, Bengkulu Branch, based on the implementation of Islamic values. The research employs a descriptive qualitative approach with data collected through observation, in-depth interviews, and documentation. The research subjects include service staff and several active customers selected using purposive sampling. The findings reveal that the five dimensions of service quality (SERVQUAL)tangible, reliability, responsiveness, assurance, and empathyare well implemented at Bank Muamalat. Islamic values such as trustworthiness (amanah), justice, and professionalism serve as the foundation for customer service. However, several challenges remain, including lengthy administrative processes and limited digital banking features. Overall, the service quality at Bank Muamalat is considered good and positively influences customer satisfaction, particularly in the empathy and assurance dimensions. Enhancing service efficiency and expanding digital systems are recommended to optimize performance in accordance with Islamic banking principles.Keywords: Bank Muamalat, service quality, customer satisfaction, Islamic values, Islamic-based service.
Co-Authors - STMIK Nusa Mandiri Jakarta, Edward Mega Komarul Huda - STMIK Nusa Mandiri, Muchammad Mamun Achlami Ade Firmansyah Afifatinnisa, Seftiani Agung Dwi Nugroho, Agung Dwi Agus Nuryatin Agus Ulinuha AH, Ronny Irianto Ahmad Isnaeni Ahmad Saefudin Ainun Najib Akhsinatul Kumala Al Faruq, Muhammad Saifudin Al-Faathir, Fawwaz Ezar Alex Yusron Al Mufti, Alex Yusron Ali Nasith Ali Ridho Amin, M. Saleh Al Amrullah Andi Gunawan Andi Iswandi Ani, Lili Putri Ardianti, Devi Asro, Dwi Nuzilatul Asrul Bahar Astuti, Selvi Tri Aula, Rahma Aulia, Annisa Auliya, Isna Wulidatul Awliya Tribhuwana Aziz, Roychan Abdul Azizah, Hilda Aulya Bahrul Ulum Basya, Aulia Azhari Bayu Wira Pratama Brahmayanti , Ida Ayu Sri Budi Hartono Darnoto, Darnoto Desiyani, Risma Eka Dewi, Wiwiek Utami Dianita, Vivi Dianita Dinana, Retno Aqimnad Djazilan, M. Sukron Duhita, Valda Ratna Eko Yudo Emidiana Emidiana Evi Aeni Rufaedah, Evi Aeni Fadilah Fadilah, Fadilah Fajar, M. Samson Falah, Fajrul Farida, Yushinta Eka Feri Candra Firdaus, Ifan Berlian Fitri Aulia Dewi, Maulida Fitri Yanti Fitria , Sanaya Rahma Fitriana, Yulia Rahma Fitriyanti, Yuli Ghoni, Aris Abdul Hanum, Laila Kamila Hariyanto Hariyanto Hariyanto Hasanah, Fi'Lolla Uswatun Heny Hindriani HIDAYATULLAH, NAUFAL ARIF Hosniyeh, Hosniyeh Huda, Azzam Ikhsanul Hutagalung, Genta Ulina Iis Rodiyah Agustiningsih Ilham, Rizahul Inayatul Ilya, Hilda Irawan, Doni Irawan, Edo Feri Irpansyah, Kholly Iswandaru, Dian Jannah, Takhiqul Jazil, Saiful Karimullah Karimullah Karwadi Karwadi Khairul Anwar Khoerul Anwar Khoirunisa, Ana Khotimah, Amiyati Khusnul Kurnaengsih, Kurnaengsih Kusaeri Kusaeri Kusai, Kusai Kuswandono Laksono Trisnantoro Lenni, Jumiati Debora Leonard Adrie Manafe Linda Indiyarti Putri Lutfiyatun, Eka Ma?rifatullah, Hangger Muhammad Maghfiroh, Arinta Lailatul Maghfiroh, Nur Hidayatul Maghfiroh Maharani, Dewi Maharani, Marsanda Shinta Mahmud Fauzi, Mahmud Maimun, Achmad Syafiq Main Sufanti Mardaningsih, Esa Mas'ud, Ali Maura, Maura Cindi Bunayya Prima Mila Mahmudah Mira Lestira Hariani Muh. Sholihuddin Muhammad Aziz MUHAMMAD FAHMI Muhammad Muslih Muhammad Nur Muhammad Syarif Hidayatullah, Muhammad Syarif Muna, Dwiva Zumarul Munfarihah, Iin Munir, Ahmad Ali Nailis Sa’adah, Dina Nasaruddin Nasaruddin Nasikhin, Nasikhin Ndayizeye, Oscar Niken Sylvia Puspitasari Ningsih, Sri Lestari Dian Ninik Triayu Susparini, Ninik Triayu Noor, Aditya Muhammad Nor Laila, Azzah Novriani, Shinta Nur Kholis Nuraini, Annisa Nurhidayati, Nafiatun Nurrohman, Taufik Ohan Farhan Parulian, Dudi Pasya, Akhsan Fulki Permana, Dede Apip Prasetia, Senata Adi Prihartono, Willy Puji Lestari, Fibria Anggraini Putra, Theryansyah Rachman, Anggi Dwi Rahayu Pristiwati Ramadany, Anwar Aldy Ramadhan, Abdullah Rizki Rennanti Lunnadiyah Aprilia Retno Aqimnad Dinana Rina Amalia RIZKI, ALVA FAUZIR Rizkiyani, Kaysa Adinda Rofiatul Hosna Rohliah, Leni Rohman, Muhammad Kholilul Rois, Abd Aziz Rumaisah, Harirotur Rumaisah Sabdo, Sabdo Saiful Ulum, Achmad Saputra, Gigih Sari, Engga Maya Sari, Fitri Komala Sari, Nora Ayu Puspita Sa’adah, Kharisma Laila Naharo Sa’idah, Nusrotus Setyabudi, Moh. Arif Shahab, Aisyah Shobikin, Shobikin Shobirin, Ma'as Sidik, Masruh Solly Aryza Songidan, Junaidi Stefanus, Glorio Christmas Sugeng Santoso Sugiyanto, Martinus Agus SUTRISNO Suwangsih, Iwang Syahidah Syaifuddin SYAMSUL HIDAYAT Taqriri, Zulfan Tastaftiyan, Pingkan Galuh Chandra Kirana Theressa, Thea Diva Tyas, Meita Ayu Kurnianing Ubaidillah, Burhanuddin Uswatun Hasanah Veithzal Rivai Zainal Waluyo, Herman J. Widjaja, Arni Muslimah Handayani Widodo, Anton Wiwin Luqna Hunaida, Wiwin Luqna Yanti, Noor Yuliyanto Yuliyanto Zuhri, Hilmi Husaini Zulfa Fahmy Zulkarnain Zulkarnain