Pengaruh Service Innovation dan E-Service Quality terhadap Loyalitas Nasabah pada Bank Muamalat KC Sumber
The Influence of Service Innovation and E-Service Quality on Customer Loyalty at Bank Muamalat KC Sumber
DOI:
https://doi.org/10.24260/jkubs.v5i1.5406Kata Kunci:
Service Innovation, E-Service Quality, Loyalitas Nasabah, Perbankan Syariah, PLS-SEMAbstrak
Tujuan Penelitian: Penelitian ini bertujuan untuk menganalisis dan mengukur pengaruh Service Innovation dan E-Service Quality terhadap loyalitas nasabah pada Bank Muamalat KC Sumber.
Desain/Metodologi/Pendekatan: Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei, melibatkan 100 responden nasabah. Data dianalisis menggunakan PLS-SEM untuk menguji hubungan antarvariabel.
Temuan Penelitian: Hasil menunjukkan bahwa Service Innovation (X1) dan E-Service Quality (X2) memiliki pengaruh positif dan signifikan terhadap loyalitas nasabah (Y). Secara simultan, X1 dan X2 menjelaskan 83% varians loyalitas nasabah, sedangkan sisanya 17% dipengaruhi oleh faktor lain di luar penelitian ini.
Kontribusi/Orisinalitas/Kebaruan: Penelitian ini memberikan kontribusi pada literatur perbankan syariah dengan menekankan pentingnya inovasi layanan dan kualitas layanan digital dalam membangun loyalitas nasabah. Penelitian ini juga memberikan implikasi praktis bagi manajemen bank dalam merancang strategi layanan yang sesuai dengan prinsip Islam.
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Hak Cipta (c) 2026 Atiatul Maollah, Refaldo Fanther, Rita Kusumadewi
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