LOYALITAS NASABAH BANK SYARIAH INDONESIA PASCA MERGER: ANALISIS TINGKAT KEPERCAYAAN, KUALITAS LAYANAN, DAN RELIGIOSITAS

• Main Author: Fauziah Nurhaliza, - (Author)
• Format: Book
• Published: 2022-08-04.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata
• Notes: http://repository.upi.edu/80901/1/S_IEKI_1804207_Title.pdf; http://repository.upi.edu/80901/2/S_IEKI_1804207_Chapter1.pdf; http://repository.upi.edu/80901/3/S_IEKI_1804207_Chapter2.pdf; http://repository.upi.edu/80901/4/S_IEKI_1804207_Chapter3.pdf; http://repository.upi.edu/80901/7/S_IEKI_1804207_Chapter4.pdf; http://repository.upi.edu/80901/5/S_IEKI_1804207_Chapter5.pdf; http://repository.upi.edu/80901/6/S_IEKI_1804207_Appendix%20.pdf
• Keywords: HB Economic Theory; L Education (General)

Pemerintah melakukan merger tiga bank syariah BUMN, yaitu BNIS, BRIS, dan BSM menjadi satu entitas yaitu Bank Syariah Indonesia (BSI). Hal ini berdampak pada nasabah yang harus melakukan migrasi rekening dari bank asal ke rekening BSI. Proses migrasi dapat berisiko menimbulkan turunnya loyalitas nasabah. Penelitian ini bertujuan untuk menunjukkan pengaruh variabel tingkat kepercayaan, tingkat kualitas layanan, tingkat religiositas, dan tingkat citra perusahaan sebagai variabel moderasi terhadap loyalitas nasabah BSI pasca merger. Metode penelitian yang digunakan adalah metode kuantitatif dengan metode analisis PLS-SEM. Alat analisis yang digunakan adalah SmartPLS dengan jumlah sampel yang diambil sebanyak 405 responden. Hasil penelitian deskriptif menunjukkan bahwa variabel loyalitas nasabah, tingkat kepercayaan, tingkat kualitas layanan, tingkat religiositas, dan tingkat citra perusahaan berada pada kategori tinggi. Pada hasil uji hipotesis menunjukkan bahwa tingkat kepercayaan dan tingkat religiositas berpengaruh positif terhadap loyalitas nasabah BSI pasca merger. Tingkat kualitas layanan tidak berpengaruh terhadap loyalitas nasabah BSI pasca merger. Kemudian, tingkat citra perusahaan tidak memoderasi pengaruh kepercayaan, kualitas layanan, dan religiositas terhadap loyalitas nasabah BSI pasca merger. Namun secara prediktor, citra perusahaan berpengaruh langsung terhadap loyalitas nasabah BSI pasca merger. Implikasi dari penelitian ini adalah kepercayaan, religiositas, dan citra perusahaan memainkan peran yang sangat penting dalam menumbuhkan loyalitas nasabah BSI. The government merged three state-owned Islamic banks, namely BNIS, BRIS, and BSM into Bank Syariah Indonesia (BSI). This affected customers of the banks who had to switch their accounts to BSI. In the process, the bank may risks a loyalty descrease of their customers. This research aims to show the influence of variables level of trust, level of service quality, level of religiosity, and level of corporate image, as moderation variable on the loyalty of BSI customers after the merger. The research method used was quantitative method with PLS-SEM analysis method. The tool of analysis used was SmartPLS of which number of samples taken were 405 respondents. The descriptive analysis showed that the variables of customer loyalty, level of trust, level of service quality, level of religiosity, and level of corporate image were in the high category. On the results of the hypothesis test showed that the level of trust and the level of religiosity had a positive effect on the loyalty of BSI customers after the merger. The level of service quality had no effects on the loyalty of BSI customers after the merger. Moreover, the level of corporate image did not moderate the influence of trust, quality of service, and religiosity on the loyalty of BSI customers after the merger. However, predictably, the corporate image directly affects the loyalty of BSI customers after the merger. The implication of this research is that trust, religiosity, and corporate image play a very important role in increase BSI customers loyalty.