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PENGARUH TRANSPARANSI AKAD DAN KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA DI KOTA SERANG DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING
This study aims to analyze the effect of contract transparency and service quality on customer satisfaction at Bank Syariah Indonesia in Serang City, with trust as an intervening variable. The background of this research is based on the relatively low level of customer satisfaction and trust in Bank Syariah Indonesia, particularly in Serang City, as reflected in complaints related to the lack of transparency in contract information, system reliability issues, and low service responsiveness. This research employs a quantitative approach using a survey method. Primary data were collected through questionnaires distributed to customers of Bank Syariah Indonesia in Serang City using purposive sampling techniques. Data analysis was conducted using Structural Equation Modeling with a Partial Least Squares approach through the SmartPLS application. The results indicate that contract transparency and service quality have a positive and significant effect on customer trust. Furthermore, contract transparency, service quality, and trust have a positive and significant effect on customer satisfaction. Trust is also proven to mediate the effect of contract transparency and service quality on customer satisfaction. These findings suggest that improving customer satisfaction in Islamic banking is not only influenced directly by service quality and contract transparency but also through the formation of customer trust. Therefore, Bank Syariah Indonesia is expected to consistently enhance contract transparency and service quality to strengthen customer trust and achieve sustainable customer satisfaction.
EKONOMI SYARIAH, UNIVERSITAS SULTAN AGENG TIRTAYASA
PENGARUH TRANSPARANSI AKAD DAN KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA DI KOTA SERANG DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING (Text)
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