Analisis Service Quality Terhadap Minat dan Kepuasan Nasabah dalam Pengajuan Pembiayaan di PT. Bank NTB Syariah KCP Maluk - Hadi, Sofyan; Umar, Umar; Khadafie, Muammar (Empiricism Journal, 2024)
Bank memiliki peran strategis sebagai lembaga intermediasi, peranannya tentu menjadi salah satu penggerak ekonomi di seluruh sektor. Perkembangan bank syariah dari tahun ke tahun mengalami peningkatan. Hal ini dibuktikan dengan kinerja keuangan bank syariah yang terus meningkat. Untuk mengoptimalkan pendapatan mereka, bank syariah harus memperhatikan kualitas sumber daya yang ada, seperti kualitas produk, kualitas layanan (Servquality), kepuasan pelanggan, dan citra bank untuk mempertahankan loyalitas pelanggan. Tujuan dari penelitian ini adalah untuk menganalisis tingkat kepuasan nasabah PT. Bank NTB Syariah KCP Maluk dan pengaruh Servive Quality terhadap minat nasabah dalam pengambilan pembiayaan di PT. Bank NTB Syariah. Penelitian ini menggunakan Pendekatan Mixed Method. Penelitian ini merupakan gabungan antara metode kuantitatif dengan kualitatif yang digunakan dalam penelitian, agar diperoleh data yang komprehensif, valid, reliable, dan objektif. Teknik pengumpulan data yang digunakan meliputi hasil wawancara, angket dan dokumentasi. Teknik analisis data dalam penelitian ini meliputi Uji validitas dan realibilitas instrumen, uji normalitas, uji linieritas, uji korelasi, dan uji hipotesis dengan bantuan software Smart PLS. Hasil penelitian yaitu 91% responden merasa puas dengan pelayanan PT. Bank NTB Syariah KCP Maluk karena kualitas pelayanannya. Dari hasil diperoleh p-value lebih kecil dari ? (0,05), sehingga dapat disimpulkan bahwa terdapat pengaruh signifikan antara variabel Servquality (tangibles, reliability, responsiveness, assurance, dan emphaty) terhadap minat nasabah dalam pengajuan pembiayaan di PT. Bank NTB Syariah KCP Maluk. Dari hasil pengujian tersebut diperoleh kesimpulan bahwa hubungan Servquality (Kualitas Pelayanan) dan minat nasabah dalam pengajuan pembiayaan di PT. Bank NTB Syariah KCP Maluk berada di kategori baik atau berpengaruh positif. Service Quality Analysis of Customer Interest and Satisfaction in Applying for Financing at PT. Bank NTB Syariah KCP MalukAbstractBanks have a strategic role as intermediation institutions, their role is of course to be one of the economic drivers in all sectors. The development of Islamic banks has increased from year to year. This is proven by the financial performance of sharia banks which continues to increase. To optimize their income, Islamic banks must pay attention to the quality of existing resources, such as product quality, service quality (Servquality), customer satisfaction, and bank image to maintain customer loyalty. The aim of this research is to analyze the level of customer satisfaction of PT. Bank NTB Syariah KCP Maluk and the influence of Service Quality on customer interest in taking out financing at PT. Bank NTB Syariah. This research uses a Mixed Method Approach. This research is a combination of quantitative and qualitative methods used in research, in order to obtain comprehensive, valid, reliable and objective data. Data collection techniques used include the results of interviews, questionnaires and documentation. Data analysis techniques in this research include instrument validity and reliability tests, normality tests, linearity tests, correlation tests, and hypothesis tests with the help of Smart PLS software. The research results were that 91% of respondents were satisfied with PT's services. Bank NTB Syariah KCP Maluk because of the quality of its service. From the results obtained, the p-value is smaller than ? (0.05), so it can be concluded that there is a significant influence between the Servquality variables (tangibles, reliability, responsiveness, assurance and empathy) on customer interest in applying for financing at PT. Bank NTB Syariah KCP Maluk. From the test results, it was concluded that the relationship between Servquality (Service Quality) and customer interest in applying for financing at PT. Bank NTB Syariah KCP Maluk is in the good or positive influence category.