Determinan Faktor Yang Memengaruhi Disloyalitas Nasabah Bank Pembiayaan Rakyat Syariah

Muhammad Hasan Muzaki, Ahmad Ajib Ridlwan

Abstract


The decline customer occurs in the PT.  BPR syariah Lantabur Tebuireng which includes  at the 5 rank of BPRS national category of good financial performance with the assets of Rp 100 billion - under to. 250 billion. This research purpose to identify the factors which affects disloyalty of syariah banking customer through case study of BPRS lantabur Tebuireng customer in Prajurit Kulon Market. This research uses 54 respondents samples as the disloyal customer from BPR Syariah Lantabur Tebuireng in Prajurit Kulon Market. The technique of data collection uses questionnaire. Technique of validity uses method of Bartlett Test of Spericity. Reability test uses Measure method of Sampling Adequency (MSA) Kaiser Matter Olkin also data analysis uses factor analysis with analysis instrument in the form of SPSS 22. The results of research shows that the factor which disloyalty affects Syariah banking customer consists of three factors. Those are ethic of business (Performance enhancement, technology benefits, innovation, and value benefits also position exploitation, disintegrate of information and serving inconvenience), customer satisfaction (business ethic of Islam, price, social convenience and demography), also religiosity.

[Peristiwa penurunan jumlah nasabah terjadi pada PT. BPR Syariah Lantabur Tebuireng yang merupakan BPRS dengan peringkat ke-5 skala nasional kategori BPRS berkinerja keuangan sangat bagus dengan Aset Rp. 100 miliar – di bawah Rp. 250 miliar. Penelitian ini bertujuan untuk mengetahui faktor-faktor yang memengaruhi disloyalitas nasabah perbankan syariah dengan studi kasus pada nasabah BPRS Lantabur Tebuireng di Pasar Prajurit Kulon. Penelitian ini menggunakan sampel sebanyak 54 responden yang merupakan nasabah disloyal dari BPR Syariah Lantabur Tebuireng di Pasar Prajurit Kulon. Teknik pengumpulan data menggunakan kuisioner. Teknik validitas menggunakan metode Bartlett Test of Spericity dan pengujian Realibilitas menggunakan metode Measure of Sampling Adequency (MSA) Kaiser Meyyer Olkin, serta analisis data menggunakan analisis faktor dengan alat analisis berupa SPSS 22. Hasil Penelitian menunjukkan bahwa faktor yang memengaruhi disloyalitas nasabah perbankan syariah terdiri atas tiga faktor. Faktor tersebut adalah etika bisnis (peningkatan kinerja, pemanfaatan teknologi, inovasi dan nilai manfaat serta eksploitasi jabatan, disintegrasi informasi, dan ketidaknyamanan layanan), kepuasan nasabah (etika bisnis islam, harga, kenyamanan sosial dan demografi), serta religiusitas.]


Keywords


Disloyalitas; Bank Pembiayaan Rakyat Syariah; Etika Bisnis; Kepuasan Nasabah; Religiusitas.

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DOI: http://dx.doi.org/10.19105/iqtishadia.v6i1.2338

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