ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DI BANK MUAMALAT KANTOR CABANG BENGKULU - Theryansyah Putra; Fathur Rohman; Uswatun Hasanah (Smart Education, 2025)
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 Muamalat—tangible, reliability, responsiveness, assurance, dan empathy—telah 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 empathy—are 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.