Kualitas Pelayanan Model CARTER Dan Pengaruhnya Terhadap Kepuasan Nasabah Bank Syariah Indonesia Kota Lhokseumawe Dengan Pendekatan SEM-PLS

Ahmad Fauzul Hakim

Abstract


This study aims to determine the effect of service quality with the CARTER model on customer satisfaction at Bank Syariah Indonesia in the city of Lhokseumawe. The sampling technique used was purposive sampling technique. The number of samples is 100 people who are in the city of Lhokseumawe. The research data were analyzed using PLS-SEM (Partial Least Square – Structural Equation Modeling) with SmartPLS 3 software. The results showed that the service quality of compliance, assurance, reliability, tangibles, empathy, and responsiveness had a positive influence on customer satisfaction of Islamic Banks. Indonesia in the city of Lhokseumawe. Only two variables have a positive and significant effect, namely compliance and responsiveness variables, the remaining four variables, namely assurance, reliability, tangibles, and empathy, have a positive but not significant effect. The implication of this research is to focus on compliance, assurance, reliability, tangibles, empathy, and responsiveness that can affect customer satisfaction at Bank Syariah Indonesia in the city of Lhokseumawe. The results of this study have differences and similarities with previous studies. The difference with previous research is that it uses the measurement of service quality with the Servqual dimension and the similarity that both use the CARTER dimension.


References


Ahmaddien, R. (2016). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah pada PT. Bank Nagari Cabang Utama Padang. Tugas Akhir Program Magister. http://repository.ut.ac.id/6857/1/42556.pdf

Aldila, S. A. (2018). Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah Menggunakan Model Carter Di Bprs Amanah Ummah Leuwiliang Bogor. An-Nisbah: Jurnal Ekonomi Syariah, 4(2), 53–72. https://doi.org/10.21274/an.2018.4.2.53-72

Billadina, N. (2014). Analisis Komparatif Resiko Keuangan Antara PT. Bank Negara Indonesia Tbk Dan PT. Bank Negara Indonesia Syariah Tbk Periode 2010-2012. Universitas Muhammadiyah Surakarta.

Cahyani, P. D. (2016). Tingkat Kepuasan Nasabah Terhadap Kualitas Layanan Perbankan Syariah di Yogyakarta. Esensi, 6(2), 151–162. https://doi.org/10.15408/ess.v6i2.3570

Efron, B., & Tibshirani, R. J. (1994). An introduction to the bootstrap. CRC press.

Fauzi, A. A. (2019). Mengukur pengaruh kualitas layanan model CARTER terhadap kepuasan nasabah perbankan syariah Indonesia. Journal of Business & Banking, 6(2), 301–314. https://doi.org/10.14414/jbb.v6i2.718

Febriana, N. I. (2016). Analisis Kualitas Pelayanan Bank Terhadap Kepuasan Nasabah Pada Bank Muamalat Indonesia Kantor Cabang Pembantu Tulungagung. An-Nisbah: Jurnal Ekonomi Syariah, 3(1). https://doi.org/10.21274/an.2016.3.1.145-168

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (Vol. 6).

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1–2), 1–12.

Henseler, J., & Sarstedt, M. (2013). Goodness-of-fit indices for partial least squares path modeling. Computational Statistics, 28(2), 565–580.

Jogiyanto, H. M. (2004). Metodologi penelitian bisnis. Yogyakarta: BPFE–UGM.

Khaliq, R. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan. Relevance: Journal of Management and Business, 2(1).

Kotler, P., & Amstrong, G. (2012). Dasar-dasar Pemasaran, Edisi Bahasa Indonesia, Jilid 1, Alih Bahasa Alexander Sindoro. Jakarta: Penerbit Prenhallindo.

Misbach, I. (2017). Pengaruh Islamic Bank Service Quality Terhadap Kepuasan Dan Kepercayaan Nasabah Bank Umum Syariah. Angewandte Chemie International Edition, 6(11), 951–952., 2013–2015.

Murdifin, I. (2020). Pengaruh Kualitas Pelayanan Terhadap KepuasanNasabah Pada PT. Bank Danamon CabangMakassar. Lldikti9.Id Equilibrum, 1(2), 23–33.

Mustofa, U. A., & Siyamto, Y. (2017). Pengaruh Kualitas Jasa Terhadap Kepuasan Nasabah Pada Bank Umum Syariah Di Surakarta. Jurnal Ilmiah Ekonomi Islam, 1(02), 94–105. https://doi.org/10.29040/jiei.v1i02.32

Nasfi, N., Rahmad, R., & Sabri, S. (2020). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah. EKONOMIKA SYARIAH : Journal of Economic Studies, 4(1), 19. https://doi.org/10.30983/es.v4i1.3146

Nashrullah Setiawan, Famila Dwi Winati, Roy Enggar Achmadi, Y. P. S. (2016). Analisis Hubungan Antara Kepuasan Pelanggan Bersarkan Kualitas Layanan E-Commerce Terhadap Loyalitas Pelanggan Dengan Menggunakan Metode Statistik (Studi Kasus Di Website E-Commerce Lazada). Journal of Chemical Information and Modeling, 53(9), 1689–1699.

Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory . New York: McGraw. OECD (2012). How Your School Compares Internationally: OECD Test for Schools ….

Othman, A., & Owen, L. (2001). Adopting and measuring customer service quality (SQ) in Islamic banks: a case study in Kuwait finance house. International Journal of Islamic Financial Services, 3(1), 1–26.

Othman, A., & Owen, L. (2012). Managing and Measuring Customer Service Quality in Islamic Banks: A Study of the Kuwait Finance House. International Journal of Islamic Financial Services, 3(1), 69–83. https://doi.org/10.3366/edinburgh/9780748621002.003.0005

Ryan, P. W., & Fahrullah, A. (2020). Pengaruh kualitas pelayanan islami terhadap kepuasan nasabah bank syariah bukopin kcp Gresik. Ekonomika Dan Bisnis Islam, 3, 188–197.

Sugiarti, D., & Meilani, A. (2021). Dimensi Carter Kualitas Layanan Bank Syariah Indonesia: Studi Komparatif Sebelum dan Setelah Merger. Jurnal Ilmiah Ekonomi Islam, 7(03), 1696–1704.

Sugiono, Noerdjanah, & Wahyu, A. (2020). Uji Validitas dan Reliabilitas Alat Ukur SG Posture Evaluation. Jurnal Keterapian Fisik, 5(1), 1–61. https://doi.org/10.37341/jkf.v5i1.167

Wijaya, H., Beik, I. S., & Sartono, B. (2017). Pengaruh Kualitas Layanan Perbankan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah XYZ di Jakarta. Jurnal Aplikasi Bisnis Dan Manajemen, 3(3), 417–426. https://doi.org/10.17358/jabm.3.3.417

Yilmaz, V., Ari, E., & Gürbüz, H. (2018). Investigating the Relationship between Service Quality Dimensions, Customer Satisfaction and Loyalty in the Turkish banking sector: An Application of the Structural Equation Model. International Journal of Bank Marketing, 34(1), 1–5.




DOI: https://doi.org/10.29103/el-amwal.v6i1.10782

Article Metrics

 Abstract Views : 613 times
 PDF (Bahasa Indonesia) Downloaded : 111 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2023 Ahmad Fauzul Hakim

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Flag Counter

statcounter