IBRAHIM, HANIF (2026) PENGARUH TRANSPARANSI AKAD DAN KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA DI KOTA SERANG DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
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.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh transparansi akad dan kualitas layanan terhadap kepuasan nasabah Bank Syariah Indonesia di Kota Serang dengan kepercayaan sebagai variabel intervening. Latar belakang penelitian ini didasarkan pada masih rendahnya tingkat kepuasan dan kepercayaan nasabah terhadap layanan Bank Syariah Indonesia, khususnya di Kota Serang, yang tercermin dari berbagai keluhan terkait keterbukaan informasi akad, keandalan sistem, serta responsivitas pelayanan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data primer diperoleh melalui penyebaran kuesioner kepada nasabah Bank Syariah Indonesia di Kota Serang dengan teknik purposive sampling. Analisis data dilakukan menggunakan metode Structural Equation Modeling berbasis Partial Least Squares (SEM-PLS) melalui aplikasi SmartPLS. Hasil penelitian menunjukkan bahwa transparansi akad dan kualitas layanan berpengaruh positif dan signifikan terhadap kepercayaan nasabah. Selain itu, transparansi akad, kualitas layanan, dan kepercayaan terbukti berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kepercayaan juga terbukti mampu memediasi pengaruh transparansi akad dan kualitas layanan terhadap kepuasan nasabah. Temuan ini menegaskan bahwa peningkatan kepuasan nasabah bank syariah tidak hanya bergantung pada kualitas layanan dan keterbukaan akad secara langsung, tetapi juga melalui pembentukan kepercayaan nasabah. Oleh karena itu, Bank Syariah Indonesia diharapkan dapat meningkatkan transparansi akad dan kualitas layanan secara konsisten guna memperkuat kepercayaan dan kepuasan nasabah secara berkelanjutan. | |||||||||
| Uncontrolled Keywords: | ransparansi Akad, Kualitas Layanan, Kepercayaan, Kepuasan Nasabah, Bank Syariah Indonesia. Contract Transparency, Service Quality, Trust, Customer Satisfaction, Bank Syariah Indonesia. | |||||||||
| Subjects: | H Social Sciences > HG Finance | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Sarjana Ekonomi Syariah |
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| Depositing User: | Hanif Hanif Ibrahim | |||||||||
| Date Deposited: | 13 Mar 2026 03:05 | |||||||||
| Last Modified: | 13 Mar 2026 03:05 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/59269 |
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