Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah Bank Syariah Indonesia - Sri Devi; Irma Yulita Silviany (UPT Publikasi Ilmiah Unisba, 2025)
Abstrak. Di tengah persaingan perbankan syariah, Bank Syariah Indonesia (BSI) perlu menjaga loyalitas nasabah sebagai kunci bertahan. Salah satu caranya adalah dengan meningkatkan kualitas pelayanan. Namun, 8 Mei 2023, BSI Mengalami gangguan yang mengakibatkan sistem transaksi lumpuh, bahkan hingga saat ini layanan m-banking dan ATM jenis GPN Silver sering mengalami gangguan, sehingga menimbulkan keraguan nasabah untuk menyimpan dananya kembali. Tujuan penelitian ini untuk mengetahaui pengaruh kualitas pelayanan terhadap loyalitas nasabah dan juga melihat besaran kontribusi kualitas pelayanan terhadap loyalitas nasabah BSI KCP Bandung UNISBA 2 menggunakan koefisien determinasi. Metode yang digunakan adalah adalah kuantitatif dengan populasi nasabah BSI KCP Bandung UNISBA 2 dan sampel 100 responden melalaui random sampling. Data dikumpulkan melalui wawancara, kuesioner, dan studi puastaka. Uji validitas dan reliabilitas dilakukan untuk memastikan keakuratan kuesioner, dan dilakukan dengan analisis regresi linier sederhana. Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh secara signifikan dan positif terhadap loyalitas nasabah. Nilai R-Square menunjukkan bahwa 90% loyalitas nasabah dipengaruhi oleh kedua variabel tersebut sementara 10% dipengaruhi oleh faktor lain yang tidak diteliti. Abstract. Amid rising competition in Islamic banking, Bank Syariah Indonesia (BSI) must maintain customer loyalty to stay competitive—one way is by improving service quality. To continue to survive, maintaining customer loyalty is one of the keys to survival, one way that can be done is to maintain service quality. However, on May 8, 2023, BSI experienced a disruption that resulted in the transaction system being paralyzed, even until now m-banking services and GPN Silver ATMs have often experienced disruptions, causing customers to hesitate to deposit their funds again. The purpose of this study was to determine the effect of service quality on customer loyalty and also to see the magnitude of the contribution of service quality to customer loyalty at BSI KCP Bandung UNISBA 2 using the coefficient of determination. The method used is quantitative with a population of BSI KCP Bandung UNISBA 2 customers and a sample of 100 respondents through random sampling. Data were collected through interviews, questionnaires, and literature studies. Validity and reliability tests were carried out to ensure the accuracy of the questionnaire, and were carried out using simple linear regression analysis. The results of the study indicate that service quality has a significant and positive influence on customer loyalty. The R-Square value shows that 90% of customer loyalty is influenced by both variables while 10% is influenced by other factors not studied.