Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah Bank Syariah Indonesia (BSI) KCP Kuala Tungkal

Mohan Tridipa Syamta; Ridhwan; Yusuf Zaini  Aprizal

doi:10.35896/5sx10888

Authors

Mohan Tridipa Syamta Universitas Jambi
Ridhwan Universitas Jambi
Yusuf Zaini Aprizal Universitas Jambi

DOI:

https://doi.org/10.35896/5sx10888

Keywords:

Service Quality, Complaint Handling, Customer Loyalty

Abstract

This study aims to determine the effect of service quality and complaint handling on customer loyalty at Bank Syariah Indonesia (BSI) KCP Kuala Tungkal. The research is motivated by the increasing level of competition in the banking industry, where these two variables are considered the main factors that distinguish one bank from another in maintaining customer loyalty. This study employs a quantitative approach using multiple linear regression analysis with IBM SPSS version 25. The sample consisted of 100 respondents who are customers of BSI KCP Kuala Tungkal. The results show that service quality (t = 0.986 < 1.984) has no significant effect on customer loyalty, while complaint handling (t = 8.653 > 1.984) has a significant positive effect. Simultaneously, service quality and complaint handling together have a significant effect on customer loyalty (F = 62.017 > 1.984). Thus, fast, fair, and empathetic complaint handling becomes the dominant factor in building customer loyalty at BSI KCP Kuala Tungkal.

References

Abdullah, M. (2014). Manajemen Pemasaran dalam Perspektif Islam.

Afrida, R., et al. (2020). Loyalitas Nasabah Bank Syariah.

Arikunto, S. (2012). Prosedur Penelitian: Suatu Pendekatan Praktik. Rineka Cipta.

Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: UNDIP.

Griffin, J. (2007). Customer Loyalty: How to Earn It, How to Keep It.

Hafizh, A., Rahma, T. I. F., & Jannah, N. (2023). Pengaruh Kualitas Layanan dan Kemudahan terhadap Loyalitas Nasabah Mobile Banking BSI.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th Ed.). Pearson Education.

Mustofa. (2016). Analisis Faktor-Faktor yang Mempengaruhi Loyalitas Nasabah Bank Syariah.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing.

Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.

Susanti, N., et al. (2022). Analisis Kualitas Layanan Syariah (CARTER Model).

Tjiptono, F. (2008). Service Management: Mewujudkan Layanan Prima.

Wahyudi, R. H. (2019). Pengaruh Penanganan Keluhan dan Kualitas Pelayanan terhadap Loyalitas Nasabah BPRS Tanmiya Artha Kediri.

Widnyana, W., & Suamanayasa, N. (2021). Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Mediasi.