The Effect of Service Quality, Insurance Costs, and Installment Size on Customer Satisfaction Multi-Purpose Financing: Case Study at Bank Sumut Syariah Padangsidimpuan

Lilia Afriani; Rahmi Syahriza; Budi Harianto

doi:10.37899/journal-la-sociale.v5i4.1213

Lilia Afriani Faculty of Islamic Economics and Business, State Islamic University of North Sumatra
Rahmi Syahriza Faculty of Islamic Economics and Business, State Islamic University of North Sumatra
Budi Harianto Faculty of Islamic Economics and Business, State Islamic University of North Sumatra

DOI: https://doi.org/10.37899/journal-la-sociale.v5i4.1213

Keywords: Service Quality, Insurance Costs, Installment Amount, Customer Satisfaction

Abstract

This research aims to analyze the influence of service quality on customer satisfaction, the influence of insurance costs on customer satisfaction and the size of installments on customer satisfaction for multi-purpose financing at the Sumut Syariah Bank, Padangsidimpuan Branch. This research uses primary data by distributing questionnaires to multi-purpose financing customers. The population of this research is all multi-purpose financing customers with a total of 862 people. The sample used in this research was 90 respondents. The validity test uses the Pearson Product Moment correlation test, while the reliability test uses Cronbach alpha. Classic assumption tests include normality tests, multicollinearity tests, heteroscedasticity tests and autocorrelation tests. Hypothesis testing in this study used multiple linear regression analysis. The research results state that service quality and insurance costs partially have a positive and significant effect on customer satisfaction. This means that the higher the quality of service provided will increase customer satisfaction, and the suitability of the insurance costs provided with the benefits obtained by the customer will provide a level of customer satisfaction. Meanwhile, the installment amount does not have a significant effect on customer satisfaction, this is because previously the installment amount had been analyzed using scoring analysis which had an influence on the installment amount.

References

Andriyani, M., & Ardianto, R. (2020). Pengaruh Kualitas Layanan dan Kualitas Produk Terhadap Kepuasan Nasabah Bank. EKOMABIS: Jurnal Ekonomi Manajemen Bisnis, 1(02), 133-140.

Aristyo, A., Suryoko, S., & Nugraha, H. S. (2013). Pengaruh Premi Asuransi dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Asuransi Pendidikan (Studi Kasus pada Asuransi Jiwa Bersama Bumiputera 1912 Kantor Cabang Eksekutif Semarang). Jurnal Ilmu Administrasi Bisnis, 2(3), 122–130. https://doi.org/10.14710/JIAB.2013.3056

Aziz, B. R. H. N. (2018). Pengaruh Biaya, Angsuran Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pembiayaan Bmt At-Taqwa Muhammadiyah Cabang Siteba Padang. Jurnal Akuntansi, 9(2), 1–12.

Harahap, I., & Tambunan, K. (2022). The Effect of SBI and SBIS as Monetary Instruments on the Indonesian Economy. Share: Jurnal Ekonomi Dan Keuangan Islam, 11(1), 1. https://doi.org/10.22373/share.v11i1.8603

Harsono, M., Soemitra, A., & Arif, M. (2023). Strategi Peningkatan Pembiayaan Multi Guna (PMG) Pada PT. Bank Sumut Unit Usaha Syariah. Jurnal Ilmiah Ekonomi Islam, 9(03), 3602–3617.

Hasibuan, A. N., Efendi, S., & Windari, W. (2022). Analysis Of Accounting Treatment Of Gold Pawn Loans At Islamic Banks In Padangsidimpuan. International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS), 2(5), 657-668.

Marisa, D., Anggraini, T., & Syahriza, R. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Asuransi Jiwa Pada Masa Pandemi Covid-19 (Studi Kasus PT Asuransi Jiwa Syariah Bumi Putera Cabang Medan). EKSYA : Jurnal Ekonomi Syariah, 4(2), 107–124. https://doi.org/10.56874/EKSYA.V4I2.1227

Monica, C., & Marlius, D. (2023). Pengaruh kualitas pelayanan terhadap kepuasan nasabah pada Bank Nagari cabang Muaralabuh. Jurnal pundi, 7(1), 53-62.

Nurjanah. (2021). Analisis Kepuasan Konsumen dalam Meningkatkan Pelayanan Pada Usaha Laundry Bunda. Jurnal Mahasiswa, 1, 117–128.

Palem, V. A., & Atika, A. (2022). Penerapan Asuransi Dalam Pembiayaan Kredit Pemilikan Rumah (Kpr) Flpp Pada Pt. Bank Sumut Syariah Kantor Cabang Pembantu Syariah Kisaran. EKOMA: Jurnal Ekonomi, Manajemen, Akuntansi, 2(1), 12-22. https://doi.org/10.56799/ekoma.v2i1.880

Pratama, R. B. (2019). Metodologi Penelitian. Angewandte Chemie International Edition, 6(11), 951–952., 28–55.

Purba, E., Purba, B., Syafii, A., & Khairad, F. (2021). Metode Penelitian Ekonomi (R. Watrianthos, Ed.). Yayasan Kita Menulis.

Rahmani, N. A. B. (2021). Metode Penelitian Ekonomi. FEBI UINSU Press.

Rokhman, W. (2016). Pengaruh Biaya, Angsuran dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pembiayaan BMT di Kabupaten Kudus. Iqtishadia, 9(2), 326–351.

Ruswanda, A. (2023). Tinjauan Ekonomi Islam Terhadap Pendapatan Refund di Perusahaan Otomotif (PT Astra International-TBK Daihatsu) Yogyakarta. Universitas Islam Indonesia.

Sangkay, P. C. M., Tumbuan, W. J. F. A., & Wangke, S. J. C. (2022). Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Cafe Kopi Soe di Manado. Jurnal EMBA : Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 10(4), 1029–1039. https://doi.org/10.35794/EMBA.V10I4.43917

Siregar, A. akta P., Mustapa Khamal Rokan, & Budi Harianto. (2023). Pengawasan (Monitoring) Sebagai Upaya Dalam Pencegahan Pembiayaan Murabahah Bermasalah. Jurnal Informatika Ekonomi Bisnis, 5(3), 968–973. https://doi.org/10.37034/infeb.v5i3.697

Sitompul, I., & Soemitra, A. (2022). Pengaruh Kualitas Pelayanan Frontliner Terhadap Kepuasan Nasabah. Cakrawala Repositori IMWI, 5(2), 282–289. https://doi.org/10.52851/CAKRAWALA.V5I2.107

Suciningrum, F., & Usman, O. (2021). The effect of product quality, service quality, and product price on customer satisfaction in shopee. Service Quality, and Product Price on Customer Satisfaction in Shopee (January 16, 2021).

Syahfitri, S., Nurbaiti, N., & Inayah, N. (2023). Pengaruh Kualitas Sistem, Kualitas Informasi Dan Kualitas Pelayanan Pada Sistem Enterprise Resource Planning Terhadap Kepuasan Pengguna. MOTIVASI, 8(2), 88–100. https://doi.org/10.32502/mti.v8i2.6616

Tuti Anggraini, I. L. (2021). Analisis Strategi Pemasaran Kredit Pembiayaan Mitraguna Dalam Menarik Minat Nasabah Di Bank Syariah Indonesia Ex Bank Syariah Mandiri KCP Stabat. Journal Economy and Currency Study (JECS), 3(2), 37–46. https://doi.org/10.51178/jecs.v3i2.297

Umar, H. (2013). Research Methods for Thesis and Thesis. Jakarta: Rajawali.

Wijaya, V. S., & Wismantoro, Y. (2017). Pengaruh Kualitas Produk Dan Persepsi Harga Terhadap Kepuasan Nasabah Melalui Kepercayaan Nasabah Asuransi Jiwasraya Cabang Kudus. Jurnal Penelitan Ekonomi Dan Bisnis, 2(2), 101–113. https://doi.org/10.33633/jpeb.v2i2.2276