PENGARUH KUALITAS PELAYANAN, PENANGANAN KOMPLAIN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH PRODUK PEMBIAYAAN MURABAHAH

Abstract

ABSTRAK

Berdasarkan hasil observasi dan wawancara yang melatarbelakangi penelitian ini adalah penurunan jumlah nasabah pembiayaan murabahah  dalam dua tahun terakhir. Diduga disebabkan faktor kualitas pelayanan admin pembiayaan dalam bentuk kurang cepatnya pelayanan kepada nasabah, selain itu adanya masalah komplain paling dominan yaitu calon nasabah merasa kurang puas terkait nominal pembiayaan yang disetujui, juga kurangnya pengetahuan mengenai produk di bank syariah sehingga memungkinkan masyarakat masih belum mengenal produk yang tersedia di BPRS Harum Hikmah Nugraha Garut. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh kualitas pelayanan, penanganan komplain dan kualitas produk baik secara parsial maupun secara simultan terhadap kepuasan nasabah produk pembiayaan murabahah di BPRS Harum Hikmah Nugraha Garut. Objek penelitian skripsi ini adalah nasabah pembiayaan murabahah di BPRS Harum Hikmah Nugraha Garut. Jenis penelitian yaitu kuantitatif asosiatif dengan jenis data primer. Teknik pengumpulan data berupa observasi, wawancara, studi pustaka dan kuesioner. Adapun teknik sampel yang digunakan yaitu non probability sampling dan jenis sampel dalam penelitian ini sampling insidental. Populasi sebanyak 1.672 dan sampel sebanyak 94 nasabah. Hasil penelitian menunjukan terdapat pengaruh kualitas pelayanan terhadap kepuasan nasabah sebesar 2,4% hasil uji t nilai t_hitung > t_tabel (1,491 > 1,290), penanganan komplain terhadap kepuasan nasabah sebesar 4,4% hasil uji t nilai t_hitung > t_tabel (2,048 > 1,290), tidak terdapat pengaruh kualitas produk terhadap kepuasan nasabah hasil uji t nilai t_hitung < t_tabel (-0,168 < 1,290). Serta secara simultan pengaruh kualitas pelayanan, penanganan komplain dan kualitas produk terhadap kepuasan nasabah produk pembiayaan murabahah sebesar 6,6% hasil uji F bahwa F_hitung > F_tabel (2,103 > 2,010).

ABSTRACT

Based on the results of observations and interviews, the background of this research is the decrease in the number of financing customers murabahah in the last two years. Allegedly caused by financing service quality factors in the from of less fast service to customers, it is suspected that there is a problem with the most dominant complaint, namely prospective customers feel dissatisfied reagarding the nominal financing approved, also lack of knowledge about products in Islamic banks so that it is possible that people are still not familiar with the product avaible at BPRS Harum Hikmah Nugraha Garut. This study aims to determine the influence of service quality, complaint handling and product quality both partially and simultaneously on financing customer satisfaction murabahah at BPRS Harum Hikmah Nugraha Garut. The object of research in this mini thesis is financing customers murabahah at BPRS Harum Hikmah Nugraha Garut. The types of research are associative quantitative with primary data types. Data collection techniques in the form of observation, interviews, literature and questionnaires. While the sample technique used is Non Probability Sampling and the type of sample in this study is incidental sampling. The population is 1,672 customers and the sample is 94 customers. The results showed that there was an effect of service quality on customer satisfaction 2,4% with the results of the t-test value t_count> t_table (1,491 > 1,290), handling complaints on customer satisfaction by 4,4% with the results of the t-test value t_count> t_table (2,048 > 1,290), there is no effect of product quality on customer satisfaction with the results of the t-test value t_count< t_table (-0,168 < 1,290). As well as simultaneously the influence of service quality, complaint handling and product quality on financing customer satisfaction murabahah by 6,6% with the results of the F test that F_count> F_table (2,103 > 2,010).