ANALISIS ETIKA BISNIS ISLAM DAN KUALITAS PELAYANAN DALAM KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN PADA BANK TABUNGAN NEGARA (BTN) SYARIAH CABANG BOGOR

Huzaimah

doi:10.21274/an.2018.4.2.164-190

Abstract

Abstract: The development of sharia banking is still not satisfactory when compared with the development of conventional banking. The relatively lowgrowth of sharia banking market share is due to the low level of customersatisfaction and loyalty for sharia banking. This study aims to determinethe influence of Islamic business ethics and service quality to customersatisfaction and loyalty Bank BTN Syariah Branch Bogor. In this study,the data obtained from the dissemination of questionnaires to 100customers of Bank BTN Syariah Branch Bogor, obtained by using simplerandom sampling, then analyzed by using quantitative data analysis.Quantitative analysis includes validity test, reliability test, classicalassumption test, path analysis, hypothesis testing through t test andcoefficient of determination (R2) while data processing using SPSS 23.0 forwindows. From result of research of research data got 2 result of value of Rsquare, first obtained equal to 0,245 indicate level of customer satisfactionor customer BTN Syariah Branch 24,5% influenced by implication ofIslamic business ethics and service quality executed by institution, while the rest equal to 75,5 % influenced by other variables not included in thisresearch. The second R square value obtained by 0.438 shows the level ofcustomer loyalty or customer BTN Sharia Branch of Bogor 43.8%influenced by the implication of Islamic business ethics and service qualityimplemented by the institution, while the remaining 56.2% is influenced byother variables that are not included in this research. The results showedthat partially Islamic business ethics variables have a positive effect is notsignificant to customer loyalty with t arithmetic 0.469 with a significancelevel of 0.64 above 0.05. Variable of service quality have positive andsignificant influence to customer loyalty with t arithmetic 4,512 with significance level 0,00 below 0,05. While Islamic business ethics variableshave a positive and significant influence on customer loyalty with tarithmetic 4.104 with a significance level of 0.00 below 0.05. Servicequality variable has positive and significant influence to customer loyaltywith t arithmetic 5,218 with significance level 0,00 below 0,05. Customersatisfaction variable has a positive and significant influence on customerloyalty with t arithmetic 3,542 with a significance level of 0.01 below 0.05.

Highlights

Islamic business ethics and service quality executed by institution, while the rest equal to 75,5 % influenced by other variables not included in this research
The second R square value obtained by 0.438 shows the level of customer loyalty or customer Bank Tabungan Negara (BTN) Sharia Branch of Bogor 43.8% influenced by the implication of Islamic business ethics and service quality implemented by the institution, while the remaining 56.2% is influenced by other variables that are not included in this research
The results showed that partially Islamic business ethics variables have a positive effect is not significant to customer loyalty with t arithmetic 0.469 with a significance level of 0.64 above 0.05

Summary

LANDASAN TEORI Etika Bisnis Islam

Etika atau moral dalam Islam merupakan buah dari keimanan, keislaman, dan ketakwaan yang didasarkan pada keyakinan yang kuat pada kebenaran Allat SWT. Skinner mengatakan bisnis adalah pertukaran barang, jasa atau uang yang saling menguntungkan atau memberi manfaat. Pengaruh Keragaman Produk, Kualitas Pelayanan, Etika Bisnis Islam Dan Citra Perusahaan Terhadap Keputusan Nasabah Untuk Menggunakan Jasa Keuangan Syariah di BMT Bina Usaha Karang Jati, , Skripsi, (STAIN Salatiga, 2015), hlm.. 17 Mochamad Yunus, Skripsi: pengaruh Etika Bisnis Islam dan Kualitas produk terhadap loyalitas Konsumen pada UKM Bandeng Tandu Kendal, (Semarang: UIN Wali Songo, 2015), hlm. Data primer dalam penelitian ini didapat dari data hasil observasi lansung dan data hasil pengisian kuesioner oleh pelanggan atau nasabah Bank BTN Syariah Cabang Bogor diolah dengan menggunakan program analisis statistik IBM SPSS Statistics 23.19 Data sekuder adalah data yang diperoleh peneliti melalui buku-buku yang berkaitan dengan penelitian ini, literatur, dan artikel yang didapat pada website, atau data yang diambil dalam bentuk yang sudah jadi berupa publikasi.. Populasi yang dijadikan sebagai objek dalam penelitian ini adalah pelanggan atau nasabah Bank BTN Syariah Cabang Bogor.

HASIL PENELITIAN Uji Validitas

Uji Normalitas Hasil pengujian menunjukkan bahwa normalitas data variabel

PEMBAHASAN Pengaruh etika bisnis Islam terhadap loyalitas pelanggan