Boosting Customer Growth: The Impact of Service Excellence and Product Quality at Bank Muamalat KCP Gowa, South Sulawesi


Mirna Wati(1*), Asyraf Mustamin(2), Supriadi Supriadi(3), Awal Nur(4)

(1) UIN Alauddin Makassar, Indonesia
(2) UIN Alauddin Makassar, Indonesia
(3) UIN Alauddin Makassar,  
(4) UIN Alauddin Makassar, Indonesia
(*) Corresponding Author

Abstract


Service excellence and product quality are two factors that can affect customer satisfaction. Customer satisfaction will drive customers' growth. For example, customers who are satisfied with the services or products offered will promote Islamic banking products/services to others, which will affect the growth in the number of customers. The purpose of this study was to determine the effect of service excellence and product quality on customer growth at Bank Muamalat KCP Gowa. The number of samples in this study were 100 respondents, using a quantitative approach. The data collection technique used a questionnaire, and the sample calculation technique used the slovin formula. The results of this study indicate that the sig. value of 0.000 < 0.05 and the t-count value of 5.146> t-table 1.983 for the service excellent variable and the value of 0.008 <0.05 and the t-count value of 2.711> t-table 1.983 for the product quality variable. Furthermore, the value of 0.000 < 0.05 and F count of 40.856 > F table of 3.090 were obtained. The implication of this research shows the excellent service quality enhances customer growth, as well as the high product quality improves customer growth. The excellent service and product quality provided will create satisfaction for customers to recommend to others and support the growth of the number of customers at Bank Muamalat KCP Gowa.

Keywords


Service Excellent, Product Quality, Customer Growth

Full Text:

PDF

References


Argantara, Z. R., Hasanah, N. W., Annisa, N., & Rohmah, Z. (2022). Impleìmeìntasi seìrviceì eìxceìlleìnt dalam meìningkatkan keìpuasan nasabah di Bank BPRS KCP Pragaan. Masyrif: Jurnal Eìkonomi, Bisnis dan Manajeìmeìn, 3(1), 73–82.

Astuti, S. D., & Huda, B. (2020). Peìngaruh seìrviceì eìxceìlleìnt customeìr seìrviceì teìrhadap keìpuasan nasabah tabungan BSM di Bank Syariah Mandiri KC Jatinangor. Shidqia: Jurnal Keìuangan dan Peìrbankan Syariah, 1(1), 11–22.

David, N. A. A. P., Fasa, M. I., & Suharto. (2022). Impleìmeìntasi strateìgi manajeìmeìn peìmasaran bank syariah di eìra reìvolusi industri 4.0 di Indoneìsia. Labatila: Jurnal Ilmu Eìkonomi Islam, 06, 143–162.

Eìliza, Z. Z., & Pratama, V. Y. (2023). Peìngaruh peìlayanan prima dan keìpeìrcayaan teìrhadap loyalitas nasabah meìlalui keìpuasan seìbagai variabeìl inteìrveìning (Study kasus nasabah BSI KCP Peìkalongan). Veìlocity: Journal of Sharia Financeì and Banking, 3(1), 75–86.

Farida, A., & Hardianawati. (2019). Peìngaruh peìlayanan prima teìrhadap keìpuasan nasabah pada PT. Bank Mandiri (Peìrseìro), TBK. Cabang Pahlawan Reìvolusi Baru. Administrasi Bisnis, 3(2), 11–20.

Fauzi, F., & Putra, P. (2020). Analisis jalur peìngaruh kualitas peìlayanan dan citra peìrusahaan teìrhadap loyalitas nasabah meìlalui keìpuasan nasabah seìbagai variabeìl inteìrveìning di Bank BNI Syariah. Maslahah: Jurnal Hukum Islam dan Peìrbankan Syariah, 11(1), 33–41.

Ghozali, & Imam. (2016). Aplikasi analisis multivariateì deìngan program SPSS. Diponeìgoro Univeìrsity Publishing Ageìncy.

Hasanah, F. (2019). Peìngaruh tingkat reìligiusitas, peìngeìtahuan, kualitas produk dan kualitas peìlayanan teìrhadap preìfeìreìnsi meìnabung mahasiswa Univeìrsitas Muhammadiyah Paleìmbang pada bank syariah. Balanceì: Jurnal Akuntansi dan Bisnis, 4(1), 485-495.

Khotimah, M. K. (2017). Peìngaruh bauran promosi teìrhadap peìningkatan jumlah nasabah pada produk peìmbiayaan griya IB Hasanah di BNI Syariah Cabang Beìngkulu. Skripsi IAIN Beìngkulu.

Kurniawan, D. (2020). Seìrviceì eìxceìlleìnt beìrdasarkan peìrspeìktif islam di bank syariah. Tawazun: Journal of Sharia Eìconomic Law, 3(1), 63–74.

Marsheìreìs, A. (2019). Peìngaruh Peìlayanan dan Promosi teìrhadap Peìningkatan Jumlah Nasabah pada BMT Al-Muawanah IAIN Beìngkulu. Skripsi IAIN Beìngkulu.

Nurcahyo, A., & Soleìkah, N. A. (2022). Theì influeìnceì of seìrviceì quality, complaint handling, and product quality on customeìr satisfaction (Study of theì Murni Amanah Seìjahteìra Malang Sharia Coopeìrativeì). Journal of Sharia Eìconomics and Banking, 7(4), 1421–1433.

Rachman, A., Mandiri, D. P., Astuti, W., & Arkoyah, S. (2022). Tantangan peìrkeìmbangan peìrbankan syariah di Indoneìsia. Jurnal Tabarru’: Islamic Banking and Financeì, 5(2), 352–365.

Razak, I. (2019). Peìngaruh kualitas produk teìrhadap keìpuasan peìlanggan. Jurnal Manajeìmeìn Bisnis Krisnadwipayana, 7(2).

Risal, T. (2018). Peìngaruh kualitas peìlayanan teìrhadap loyalitas nasabah deìngan keìpuasan seìbagai variabeìl inteìrveìning pada BMT Kampoeìng Syariah. Jurnal Manajeìmeìn dan Bisnis, 1(1).

Riska. (2022). Peìngaruh kualitas produk dan peìlayanan teìrhadap peìningkatan jumlah nasabah di Peìgadaian Syariah Cabang Luwu. Skripsi IAIN Palopo.

Sangadji, Eì. M., & Sopiah. (2016). Saleìsmanship (Keìpeìnjualan). PT Bumi Aksara.

Sari, N. K., Wibowo, L. A., & Ridwanudin, O. (2016). Upaya meìnciptakan customeìr deìlight meìlalui seìrviceì eìxceìlleìnceì Hoteìl Santika Siligita Nusa Dua Bali (Surveìi teìrhadap tamu sip meìmbeìr yang meìnginap di Hoteìl Santika Siligita Nusa Dua Bali). Theì Journal: Tourism and Hospitality Eìsseìntials Journal, 4(2), 783. https://doi.org/10.17509/theìj.v4i2.1986

Sireìgar, B. G. (2016). Peìngaruh promosi dan lokasi usaha teìrhadap peìningkatan jumlah nasabah produk giro wadi’ah di PT. Bank Sumut Cabang Syariah Padangsidimpuan. Jurnal Peìneìlitian Ilmu-Ilmu Sosial dan Keìislaman, 02(2), 17–34.

Sugiyono. (2019). Meìtodeì Peìneìlitian Peìndidikan (Kuantitatif, Kualitatif, Kombinasi dan R&D dan Peìneìlitian Peìndidikan). Alfabeìta.

Sumolang, I. Eì., Tumbeìl, A. L., & Mandagieì, Y. (2019). Analisis peìngaruh peìlayanan prima dan keìleìngkapan produk teìrhadap keìputusan peìmbeìlian produk di Matahari Manado Town Squareì. Jurnal EìMBA: Jurnal Riseìt Eìkonomi, Manajeìmeìn, Bisnis dan Akuntansi, 7(8), 3359–3368.

Tasya, S. A., Seìmbiring, R., & Nadapdap, K. M. N. (2020). Analisis Peìngaruh Kualitas Peìlayanan teìrhadap Peìningkatan Jumlah Nasabah Pada PT. Bank Rakyat Indoneìsia (Peìrseìro), Tbk., Cabang Beìrastagi. Jurnal Ilmiah Meìthonomi Meìthonomi, 2015, 11–16.

Tjiptono, F., & Chandra, G. (2016). Seìrviceì Quality and Satisfaction. Andi Offseìt.

Wirda, N. O. (2021). Peìngaruh promosi dan keìunggulan produk teìrhadap peìningkatan jumlah nasabah gadai eìmas (rahn) pada PT. Bank Aceìh Syariah Cabang Jeìuram Nagan Raya. Jurnal Eìkonomi Reìgional Unimal, 4(3), 7-16.

Wjaya, T. (2009). Analisis Data Peìneìlitian meìnggunakan SPSS. Atma Jaya Univeìrsity.




DOI: https://doi.org/10.15575/likuid.v4i2.35319

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Tools

  

 LIKUID Jurnal EkonomI Industri Halal Indexed by

       

 

Sharia Economics Study Program

Faculty of Islamic Economics and Business

UIN Sunan Gunung Djati Bandung

Jln. AH. Nasution No. 105 Bandung 40614
Phone/Fax. 022-7802278, Email: eksyar@uinsgd.ac.id

 

View My Stats