PENGARUH RESPONSIVENESS DAN PROFIT SHARING TERHADAP KEPUASAN NASABAH TABUNGAN MUDHARABAH PADA BSI MANDIRI CIANJUR

Abstract

ABSTRAK

Bagaimana suatu bank mampu memenuhi kepuasan nasabahnya, ketika menggunakan produk dan jasa yang ditawarkan salah satunya produk tabungan mudharabah yang menghasilkan nisbah bagi hasil. Nasabah akan senang apabila diperhatikan, dilayani dengan cepat dan dibantu pada saat mengalami masalah. Maka selain menawarkan kualitas pelayanan berupa responsiveness (daya tanggap), juga perlu memberitahu dan menjalankan perjanjian nisbah bagi hasil sesuai dengan ketentuan yang disyariatkan Islam. Tujuan penelitian untuk mengetahui seberapa besar pengaruh responsiveness dan profit sharing secara bersamaan terhadap kepuasan nasabah tabungan mudharabah pada Bank Syariah Indonesia (BSI) Mandiri Cianjur. Penelitian deskriptif dan asosiatif dengan pendekatan kuantitatif. Sampel sebanyak 59 nasabah tabungan mudharabah pada Bank Syariah Mandiri Cianjur. Data primer bersumber dan didapat dari pengisian angket kuesioner yang disebar sesuai dengan pendapat nasabah. Hasilnya uji t dan uji F, bahwa responsiveness berpengaruh positif signifikan terhadap kepuasan nasabah. Hasil pengujian parsial (uji t) variabel responsiveness terhadap kepuasan nasabah yang menunjukkan nilai t_hitung 2,500> t_tabel 2,003, maka Ho₁ ditolak dan Ha₁ diterima. Profit sharing berpengaruh positif signifikan terhadap kepuasan nasabah hasil pengujian parsial (uji t) menunjukkan nilai t_hitung 3,445> t_tabel 2,003, maka Ho₂ ditolak dan Ha₂ diterima. Responsiveness dan profit sharing secara simultan berpengaruh positif signifikan terhadap kepuasan nasabah dengan hasil uji F bahwa F_hitung 38,742 > F_tabel 3,16, artinya Ho₃ ditolak dan Ha₃ diterima. Adapun nilai R square sebesar 0,580, berarti bahwa 58,0% variabel dependen kepuasan nasabah dapat dijelaskan oleh variabel independen responsiveness dan profit sharing.

ABSTRACT

How can a bank be able to meet customer satisfaction, when using the products and services offered, one of which is a mudharabah savings product that produces a profit-sharing ratio. Customers will be happy to be noticed, served quickly and assisted when experiencing problems. So in addition to offering service quality in the form of responsiveness, it is also necessary to notify and carry out the profit-sharing ratio agreement in accordance with Islamic provisions. The purpose of the study was to determine how much influence responsiveness and profit sharing simultaneously had on customer satisfaction with mudharabah savings at Bank Syariah Indonesia (BSI) Mandiri Cianjur. Descriptive and associative research with a quantitative approach. The sample is 59 mudharabah savings customers at Bank Syariah Mandiri Cianjur. Primary data is sourced and obtained from filling out questionnaires distributed according to customer opinions. The results of the t test and F test, that responsiveness has a significant positive effect on customer satisfaction. The results of the partial test (t test) of the responsiveness variable to customer satisfaction which shows the tcount 2,500 > ttable 2,003, then Ho1 is rejected and Ha1 is accepted. Profit sharing has a significant positive effect on customer satisfaction. The results of the partial test (t test) show the value of tcount 3,445 > ttable 2,003, then Ho2 is rejected and Ha2 is accepted. Responsiveness and profit sharing simultaneously have a significant positive effect on customer satisfaction with the F test results that Fcount 38.742 > Ftable 3.16, meaning Ho3 is rejected and Ha3 is accepted. The value of R square is 0.580, meaning that 58.0% of the dependent variable of customer satisfaction can be explained by the independent variable responsiveness and profit sharing.