ANALISIS ISLAMIC SERVICE QUALITY TERHADAP KEPUASAN NASABAH PRODUK KPR BTN KCPS CIMAHI

Maulana Andriansyah, - (2019) ANALISIS ISLAMIC SERVICE QUALITY TERHADAP KEPUASAN NASABAH PRODUK KPR BTN KCPS CIMAHI. S1 thesis, Universitas Pendidikan Indonesia.

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Official URL: http://repository.upi.edu

Abstract

Banyak faktor yang menyebabkan pertumbuhan nilai pembiayaan KPR syariah masih kecil. Salah satunya adalah margin pembiayaan dari bank umum syariah dan unit usaha syariah, selalu dipatok lebih tinggi dari rata-rata bunga kredit bank konvensional. Dalam penelitian ini objek dilakukan di bank BTN KCPS Cimahi yang berada di daerah strategis dalam perkembangan property mencakup daerah kota Cimahi dan Kabupaten Bandung barat. Berdasarkan observasi awal pada nasabah KPR di BTN KCPS Cimahi mereka kurang puas dengan pelayanan bank dikarenakan fasilitas kantor yang kurang nyaman. Nasabah mengeluhkan lahan parkir dan ruangan akad pembiayaan KPR yang sangat sempit. Berkaitan dengan keluhan tersebut dan berdasarkan hasil penelitian tingkat Islamic Service Quality produk KPR di BTN KCPS Cimahi terendah ada pada dimensi Tangibles (bukti fisik) yakni, Sebesar 73,2%. Tujuan dari penelitian ini adalah untuk Menganalisis pengaruh Islamic Service Quality terhadap kepuasan nasabah produk pembiayaan KPR di BTN KCPS Cimahi. Populasi dalam penelitian ini adalah nasabah pada produk KPR di BTN KCPS Cimahi. Adapun sampel dari penelitian ini adalah nasabah yang aktif dalam pembiayaan KPR pada tahun 2019 sebanyak 53 orang. Metode yang digunakan dalam penelitian ini adalah metode deskriptif dengan pendekatan kuantitatif. Adapun teknik analisis data yang digunakan adalah regresi sederhana. Hasil penelitian menunjukkan bahwa variabel Islamic Service Quality (X) berpengaruh positif dan secara signifikan mempengaruhi variabel kepuasan nasabah produk KPR BTN KCPS Cimahi (Y). Penelitian ini diharapkan dapat memberikan manfaat bagi lembaga perbankan syariah yang menyediakan produk KPR agar menerapkan Islamic Service Quality dengan baik untuk meningkatkan kepuasan nasabah. Many factors cause the growth in the value of Islamic mortgage financing is still small. One of them is the financing margin from Islamic commercial banks and Islamic business units, which is always higher than the average conventional bank loan interest. In this study the object was carried out at the KCPS Cimahi BTN bank located in a strategic area in the development of property including the Cimahi city area and the West Bandung Regency. Based on preliminary observations on KPR customers at BTN KCPS Cimahi they are not satisfied with bank services due to the inconvenient office facilities. Customers complained about the very small parking space and contract space for KPR financing. In connection with these complaints and based on the results of research the level of Islamic Service Quality KPR products in BTN KCPS Cimahi the lowest is in the dimensions of Tangibles (physical evidence) namely, at 73.2%. The purpose of this study is to Analyze the influence of Islamic Service Quality on customer satisfaction mortgage financing products at BTN KCPS Cimahi. The population in this study are customers of KPR products at BTN KCPS Cimahi. The sample of this research is 53 customers active in KPR financing in 2019. The method used in this research is descriptive method with quantitative approach. The data analysis technique used is simple regression. The results showed that the Islamic Service Quality (X) variable had a positive effect and significantly influenced the customer satisfaction variable of KPR BTN KCPS Cimahi (Y) products. This research is expected to provide benefits for Islamic banking institutions that provide mortgage products in order to implement Islamic Service Quality properly to increase customer satisfaction.

Item Type: Thesis (S1)
Uncontrolled Keywords: Islamic Service Quality, kepuasan, Nasabah, BTN KCPS Cimahi.
Subjects: B Philosophy. Psychology. Religion > BL Religion
H Social Sciences > HB Economic Theory
H Social Sciences > HJ Public Finance
Divisions: Fakultas Pendidikan Ekonomi dan Bisnis > Ilmu Ekonomi dan Keuangan Islam
Depositing User: Maulana Andriansyah
Date Deposited: 08 Jul 2020 18:31
Last Modified: 08 Jul 2020 18:31
URI: http://repository.upi.edu/id/eprint/43293

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