The Effect of Product Quality and Service Quality on Member Satisfaction with the Company's Reputation As an Intervening Variable in Koptan BMT Barokah

Rischa Nur Annisa (Universitas Alma Ata)
Ragil Satria Wicaksana (Universitas Alma Ata)
Dhidhin Noer Ady Rahmanto (Universitas Alma Ata)
Novi Febriyanti (Universitas Alma Ata)

Jurnal At-Tamwil: Kajian Ekonomi Syariah
Vol. 8 No. 2 (2026): Jurnal At-Tamwil September 2026

Purpose – This study examines the effect of product quality and service quality on member satisfaction at Koptan BMT Barokah, with company reputation positioned as an intervening variable. The study addresses inconsistent findings on member satisfaction by examining the role of company reputation in the context of a farmer-based Islamic microfinance institution. Design/Methods/Approach – A quantitative correlational design was used. Data were collected through an offline questionnaire from 129 active members selected using purposive sampling and analyzed using path analysis with SPSS 22. Mediation effects were assessed using the Sobel test, preceded by validity, reliability, and classical assumption tests. Findings – Product quality had a significant positive effect on both company reputation and member satisfaction. Service quality had a significant positive effect on company reputation but no significant direct effect on member satisfaction. Company reputation had a significant positive effect on member satisfaction. The Sobel test indicated significant indirect effects of product quality and service quality on member satisfaction through company reputation, with indirect effects of 0.043 (p = 0.049) and 0.130 (p = 0.014), respectively, supporting both mediation hypotheses. Research Implications/Limitations – The findings suggest that Koptan BMT Barokah should prioritize product suitability and reliability while maintaining service quality to strengthen institutional reputation and member satisfaction. The study is limited to a single farmer-based BMT and uses path analysis within one institutional setting, which limits the generalizability of the findings. Originality/Value – This study contributes to the literature by examining company reputation as an intervening mechanism linking product quality and service quality with member satisfaction in a farmer-based Islamic microfinance institution. The study provides a contextual examination of how members' evaluations of product benefits and service experiences are reflected in their broader perceptions of institutional credibility and reputation, which subsequently contribute to satisfaction.