Membangun Kepuasan Nasabah: Studi Pelayanan, Kepercayaan, dan Kenyamanan dalam Bank Syariah Digital dan Non-Digital
DOI:
https://doi.org/10.37812/aliqtishod.v13i1.1758Keywords:
Pelayanan Prima, Kepercayaan, Kenyamanan, KepuasanAbstract
Peneilitian ini bertujuan untuk menganalisis pengaruh pelayanan prima, kepercayaan, dan kenyamanan terhadap kepuasan nasabah pada bank Syariah digital dan non-digital di Indonesia . Menggunakan metode kuantiitatif, peneiliitian ini mengumpulkan data dari 100 respondein melalui kueisioner dengan teknik purposive sampling. Responden di pilih dengan purposive sampling, yaiitu nasabah aktiif di keidua jeiniis bank Syariah dengan masa keipeiseirtaan miiniimal 6 bulan dan meilakukan 3 transaksii peir bulan. Analiisiis data meinggunakan IBM SPSS Statistics versi 29 dengan serangkaian uji statiistik meiliiputii ujii valiiditas, reliiabilitas, asumsi klasik, dan pengujian hipoteisis. Hasil penelitian menunjukkan bahwa pada bank Syariah digital , kepercayaan dan kenyamanan berpengaruh signifikan terhadap kepuasan nasabah, sementara pelayanan prima tidak menunjukkan pengaruh signifikan . Sebaliknya, pada bank Syariah non-digital , pelayanan prima dan kenyamanan berpengaruh signifikan terhadap kepuasan nasabah, sedangkan kepercayaan tidak menunjukkan pengaruh signifikan . Penelitian ini merekomendasikan bank syariah digital untuk memprioritaskan pengembangan sistem keamanan dan peningkatan kenyamanan platform digital, sementara bank syariah non-digital perlu mempertahankan kualitas pelayanan prima dan fasilitas fisik yang nyaman.
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