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Fathur Rohman, Fathur
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Journal : JOURNAL OF SCIENCE AND SOCIAL RESEARCH

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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 Afifatinnisa, Seftiani Agung Dwi Nugroho, Agung Dwi Agus Ulinuha AH, Ronny Irianto Ahmad Isnaeni Ahmad Saefudin Ainun Najib Akhsinatul Kumala Al Faruq, Muhammad Saifudin Alex Yusron Al Mufti, Alex Yusron Ali Nasith Ali Ridho Amrullah Andi Gunawan Andi Iswandi Ardianti, Devi Aula, Rahma Aulia, Annisa Auliya, Isna Wulidatul Awliya Tribhuwana Aziz, Roychan Abdul Azizah, Hilda Aulya Bahrul Ulum Bayu Wira Pratama Brahmayanti , Ida Ayu Sri Darnoto, Darnoto Dewi, Wiwiek Utami Dianita, Vivi Dianita Djazilan, M. Sukron Duhita, Valda Ratna Eko Yudo Fadilah Fadilah, Fadilah Farida, Yushinta Eka Fitri Aulia Dewi, Maulida Fitri Yanti Fitria , Sanaya Rahma Fitriana, Yulia Rahma Fitriyanti, Yuli Ghoni, Aris Abdul Hanum, Laila Kamila HIDAYATULLAH, NAUFAL ARIF Hosniyeh, Hosniyeh Iis Rodiyah Agustiningsih Irawan, Edo Feri Iswandaru, Dian Jazil, Saiful Karimullah Karimullah Karwadi Karwadi Khoirunisa, Ana Kusaeri Kusaeri Kuswandono Lenni, Jumiati Debora Leonard Adrie Manafe Linda Indiyarti Putri Maghfiroh, Arinta Lailatul Maghfiroh, Nur Hidayatul Maghfiroh Maharani, Dewi Maharani, Marsanda Shinta Mahmud Fauzi, Mahmud Maimun, Achmad Syafiq Mardaningsih, Esa Mas'ud, Ali Maura, Maura Cindi Bunayya Prima Mila Mahmudah Mira Lestira Hariani Muh. Sholihuddin Muhammad Aziz MUHAMMAD FAHMI Muhammad Syarif Hidayatullah, Muhammad Syarif Munfarihah, Iin Munir, Ahmad Ali Munirul Abidin Nailis Sa’adah, Dina Nasaruddin Nasaruddin Nasikhin, Nasikhin Ndayizeye, Oscar Noor, Aditya Muhammad Novriani, Shinta Nur Kholis Ohan Farhan Prasetia, Senata Adi Prihartono, Willy Putra, Theryansyah Ramadani, Muhammad Silahudin Ramadhan, Abdullah Rizki Rennanti Lunnadiyah Aprilia Retno Aqimnad Dinana Rina Amalia RIZKI, ALVA FAUZIR Rizkiyani, Kaysa Adinda Rofiatul Hosna Rohman, Muhammad Kholilul Rois, Abd Aziz Rumaisah, Harirotur Rumaisah Sa’idah, Nusrotus Setyabudi, Moh. Arif Shobikin, Shobikin Shobirin, Ma'as Sofyan, Hengky Songidan, Junaidi Sugiyanto, Martinus Agus SUTRISNO Suwangsih, Iwang Syahidah Syaifuddin Tastaftiyan, Pingkan Galuh Chandra Kirana Tyas, Meita Ayu Kurnianing Ubaidillah, Burhanuddin Uswatun Hasanah Veithzal Rivai Zainal Widjaja, Arni Muslimah Handayani Wiwin Luqna Hunaida, Wiwin Luqna Yuliyanto Yuliyanto