THE EFFECT OF SERVICE QUALITY, PROFIT SHARING, AND TRUST ON ISLAMIC BANK CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC
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Keywords:
Service Quality, Profit Sharing, Trust, Customer Satisfaction
Abstract
The purpose of this research is to determine the effect of servive quality, profit sharing, and customer trust in Islamic Bank customer during the Covid-19 pandemic. This research uses a population of Islamic Bank customers in the Surabaya City and the number of samples of the research is 100 respondents with the Non Probability Sampling methode and the technique used is Accidental Sampling. Data collection was carried out by distributing quetionnaires online. The data analysis technique used is multiple regression analysis and based on the result of the analysis it was found that service quality, proft sharing, and trust is a positive and significant impact on customer satisfaction in Islamic Banks customer during the Covid-19 pandemic
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Wahab, W. (2016). Pengaruh tingkat bagi hasil terhadap minat menabung di bank syariah. Jebi (Jurnal Ekonomi Dan Bisnis Islam), 1(2), 167–184. http://journal.febi.iainimambonjol.ac.id/index.php/JEBI/article/view/41/pdf
Almadea, R. (2017). Pengaruh Kualitas Pelayanan Dan Kepercayaan Merek Terhadap Kepuasan Nasabah (Studi Pada Nasabah Produk Penghimpun Dana Bank BNI Syariah Kantor Cabang Pekanbaru). 4(2), 1–10. http://library1.nida.ac.th/termpaper6/sd/2554/19755.pdf
Amindoni, A. (2020). Virus corona: Gelombang PHK di tengah pandemi Covid-19 diperkirakan mencapai puncak bulan Juni, Kartu Prakerja dianggap tak efektif. Bbc.Com.
Aryani, D., & Rosinta, F. (2010). Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Jurnal Ilmu Administrasi Dan Organisasi, 17(2), 114–126.
Daulay, R. (2014). Pengaruh kualitas pelayanan dan bagi hasil terhadap keputusan menabung nasabah pada bank mandiri syariah di kota medan. Jurnal Riset Akuntansi Dan Bisnis, 1–15. http://library1.nida.ac.th/termpaper6/sd/2554/19755.pdf
Do, D. K. X., Rahman, K., & Robinson, L. J. (2019). Determinants of negative customer engagement behaviours. Journal of Services Marketing, 34(2), 117–135. https://doi.org/10.1108/JSM-02-2019-0050
Guspul, A. (2014). Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah (Studi Kasus Pada Nasabah Kospin Jasa Cabang Wonosobo). Jurnal PPKM UNSIQ I, Vol.1(No.1), PP.40-54.
Hamzah, Z., & Purwati, A. A. (2019). Pengaruh Kualitas Pelayanan terhadap Kepuasan Nasabah Perbankan Syariah. Journal of Economic, Bussines and Accounting (COSTING), 3(1), 98–105. https://doi.org/10.31539/costing.v3i1.846
Hastuti, T. (2014). Kualitas Pelayanan dan Pola bagi hasil terhadap kepuasan nasabah penyimpan pada bank syariah. Jurnal Manajemen Dan Akuntansi, 3(April), 1–16.
Hidayat, R. (2015). Effects of Service Quality , Customer Trust and Customer Religious Commitment on Customers Satisfaction and Loyalty of Islamic Banks in East Java Effects Of Service Quality , Customer Trust And Customer Religious Commitment On Customer Satisfaction And Lo. July. https://doi.org/10.15408/ijies.v7i2.1681
Mawey, T. C., Tumbel, A. L., & Ogi, I. W. J. (2018). Pengaruh Kepercayaan Dan Kualitas Layanan Terhadap Kepuasan Nasabah Pt Bank Sulutgo. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(3). https://doi.org/10.35794/emba.v6i3.20106
Mulyaningsih, L., & Suasana, I. (2016). Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Nasabah Pada Bank Ocbc Nisp Di Denpasar. E-Jurnal Manajemen Universitas Udayana, 5(1), 252130.
Ningsih, M. R., & Mahfudz, M. S. (2020). Dampak Pandemi Covid-19 Terhadap Manajemen Industri Perbankan Syariah: Analisis Komparatif. Point, 2(1), 1–10. https://doi.org/10.46918/point.v2i1.576
Nwokah, N. G., & Ngirika, D. (2018). Online Advertising and Customer Satisfaction of E-Tailing Firms in Nigeria. Intelligent Information Management, 10(01), 16–41. https://doi.org/10.4236/iim.2018.101002
Perera, G. A. B. S., & Sachitra, K. M. V. (2019). Customer Satisfaction towards Online Shopping in Sri Lanka: Moderating Effect of Income Level. Asian Journal of Advanced Research and Reports, 6(2), 1–10. https://doi.org/10.9734/ajarr/2019/v6i230149
Ratnasari, D. (2015). Pengaruh Tingkat Ekspektasi dan Kinerja Pelayanan Terhadap Tingkat Kepuasan Masyarakat Melalui Diskonfirmasi Sebagai Variabel Intervening (Studi Pada Dinas Kependudukan dan Catatan Sipil Kota Surabaya). Kebijakan Dan Manajemen Publik Volume, 3(April), 1–12. http://www.journal.unair.ac.id/download-fullpapers-kmp092f91905efull.pdf
Setiarini, D. S., & Nurseto, S. (2017). The Effect Of Service Quality And Customer Value To Customer Satisfaction. Journal of Social and Politic, 1–10.
Suretno, S. (2019). Instrumen Bunga Dan Bagi Hasil Dalam Dunia Perbankan. Ad Deenar: Jurnal Ekonomi Dan Bisnis Islam, 3(2), 161–176. https://doi.org/10.30868/ad.v3i2.555
Timami, M. F., & Soejoto, A. (2013). Pengaruh Dan Manfaat Bagi Hasil Terhadap Jumlah Simpanan Deposito Mudharabah Bank Syariah Mandiri Di Indonesia. Jurnal Bisnis Dan Manajemen, 1–15.
Wahab, W. (2016). Pengaruh tingkat bagi hasil terhadap minat menabung di bank syariah. Jebi (Jurnal Ekonomi Dan Bisnis Islam), 1(2), 167–184. http://journal.febi.iainimambonjol.ac.id/index.php/JEBI/article/view/41/pdf
Published
2021-07-03
How to Cite
Novita Sari, & Kusumaningtias, R. (2021). THE EFFECT OF SERVICE QUALITY, PROFIT SHARING, AND TRUST ON ISLAMIC BANK CUSTOMER SATISFACTION DURING THE COVID-19 PANDEMIC. JAE (JURNAL AKUNTANSI DAN EKONOMI), 6(2), 38-46. https://doi.org/10.29407/jae.v6i2.15951
Section
Volume 6 No 2 Tahun 2021
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