Determinan Loyalitas Nasabah Bank Syariah: Peran Inovasi Model Bisnis, Kualitas Layanan, dan Brand Image

Empiricism Journal
Vol. 7 No. 1: March 2026

Loyalitas nasabah merupakan elemen strategis bagi keberlanjutan perbankan syariah di tengah kompetisi digital. Penelitian ini bertujuan untuk menguji pengaruh inovasi model bisnis, kualitas layanan, dan brand image terhadap loyalitas nasabah tabungan pada Bank Syariah Indonesia (BSI) KCP Dompu. Menggunakan pendekatan kuantitatif eksplanatori, data dikumpulkan melalui kuesioner dari 100 nasabah aktif yang dipilih menggunakan rumus Slovin. Analisis data dilakukan dengan Structural Equation Modeling-Partial Least Squares (SEM-PLS) melalui perangkat lunak SmartPLS 4.0. Hasil penelitian menunjukkan bahwa: (1) Inovasi model bisnis berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=3,766;P=0,000); (2) Kualitas layanan berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=3,866;P=0,000) dan menjadi faktor paling dominan; (3) Brand image berpengaruh positif dan signifikan terhadap loyalitas nasabah (T=2,324;P=0,010). Kesimpulan penelitian menunjukkan bahwa loyalitas nasabah dapat ditingkatkan secara efektif melalui sinergi ketiga variabel tersebut. Temuan ini mengimplikasikan bahwa pihak manajemen bank perlu memprioritaskan integrasi antara transformasi digital yang adaptif, keunggulan layanan personal (service excellence), dan penguatan citra modern berbasis syariah sebagai strategi utama untuk menjaga retensi nasabah, terutama pada karakteristik masyarakat di wilayah berkembang menjadi kunci utama dalam mempertahankan retensi nasabah di wilayah berkembang. Determinants of Islamic Bank Customer Loyalty: The Role of Business Model Innovation, Service Quality, and Brand Image Abstract Customer loyalty is a strategic element for the sustainability of Islamic banking amidst intense digital competition. This study aims to examine the influence of business model innovation, service quality, and brand image on the loyalty of savings account customers at Bank Syariah Indonesia (BSI) Dompu Sub-Branch Office. Employing a quantitative explanatory approach, data were collected via questionnaires from 100 active customers selected using the Slovin formula. Data analysis was performed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) through SmartPLS 4.0 software. The results indicate that: (1) business model innovation has a positive and significant effect on customer loyalty (T=3.766; P=0.000); (2) service quality has a positive and significant effect on customer loyalty (T=3.866; P=0.000) and is the most dominant factor; (3) brand image has a positive and significant effect on customer loyalty (T=2.324; P=0.010). The study concludes that customer loyalty can be effectively enhanced through the synergy of these three variables. These findings imply that bank management needs to prioritize the integration of adaptive digital transformation, service excellence, and a strengthened modern Sharia-based brand image as primary strategies to maintain customer retention, particularly given the unique characteristics of communities in developing regions.