Pengaruh implementasi prinsip bagi hasil dan kualitas pelayanan terhadap loyalitas nasabah pembiayaan mudharabah pada Koperasi Simpan Pinjam Pembiayaan Syari’ah (KSPPS) BMT Al-Ittihad kota Tasikmalaya

Setiawati, Santi (2017) Pengaruh implementasi prinsip bagi hasil dan kualitas pelayanan terhadap loyalitas nasabah pembiayaan mudharabah pada Koperasi Simpan Pinjam Pembiayaan Syari’ah (KSPPS) BMT Al-Ittihad kota Tasikmalaya. Masters thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA: Penelitian ini dilatarbelakangi oleh adanya penerapan prinsip bagi hasil pada nasabah pembiayaan mudharabah di KSPPS BMT Al-Ittihad yang belum maksimal. Meskipun secara teori mereka sudah mengerti dan memahaminya. Akan tetapi, aplikasi di lapangan masih memiliki kendala. Kemudian, dalam peningkatan kualitas pelayanan yang diberikan pengelola untuk melayani nasabahnya dengan jumlah pengelola hanya 7 orang, ada kemungkinan dalam pelayanan terhadap nasabah berdampak kurang prima. Meskipun dijelaskan bahwa setiap tahunnya perkembangan jumlah nasabah mengalami peningkatan dan kadang mengalami penurunan juga. Akan tetapi, nasabah masih banyak yang bertahan. Tujuan penelitian ini untuk mengetahui pengaruh serta signifikansi implementasi prinsip bagi hasil dan kualitas pelayanan terhadap loyalitas nasabah pembiayaan mudharabah pada Koperasi Simpan Pinjam Pembiayaan Syari’ah (KSPPS) BMT Al-Ittihad Kota Tasikmalaya baik secara parsial maupun simultan. Sejalan dengan kerangka pemikiran bahwasanya implementasi prinsip bagi hasil dan kualitas pelayanan baik secara parsial maupun simultan berpengaruh dan siginifikan terhadap loyalitas nasabah pembiayaan mudharabah. Metodologi penelitian yang digunakan merupakan explanatory research dengan pendekatan kuantitatif. Dengan implementasi prinsip bagi hasil dan kualitas pelayanan sebagai variabel independen (variabel X1 dan X2) serta loyalitas nasabah sebagai variabel dependen (variabel Y). Teknik pengumpulan data diantaranya interview, kuesioner, observasi dan studi pustaka. Instrumen penelitian yang digunakan yaitu kuesioner dengan teknik skala Likert. Dengan jumlah populasi nasabah pembiayaan mudharabah sampai tahun 2016 sebanyak 158 orang, sampel yang diambil sebanyak 61 nasabah. Teknis analisis data menggunakan uji regresi, uji korelasi, uji t, uji F. Hasil penelitian menunjukkan bahwa implementasi prinsip bagi hasil secara parsial berpengaruh dan signifikan terhadap loyalitas nasabah dengan nilai t hitung 2,035 > t tabel 2,00172 yaitu Ha diterima. Selanjutnya, kualitas pelayanan secara parsial berpengaruh dan signifikan terhadap loyalitas nasabah dengan nilai t hitung 2,194 > t tabel 2,00172 yaitu Ha diterima. Kemudian, secara simultan antara implementasi prinsip bagi hasil dan kualitas pelayanan terhadap loyalitas nasabah dengan nilai F hitung 4,851 > F tabel 3,16 yang berarti bepengaruh dan signifikan yaitu Ha diterima. Hasil penelitian ini mendukung teori bahwasanya loyalitas nasabah bisa dipengaruhi oleh beberapa faktor yang berkaitan dengan kemudahan dan kepuasan. ENGLISH: This research is motivated by the implementation of profit sharing principle in mudharabah financing customers in KSPPS BMT Al-Ittihad which has not been maximized. Although in theory they already understand it. However, applications in the field still have constraints. Then, in improving the quality of service provided by managers to serve their customers with the number of managers only 7 people, there is a possibility in service to customers impact less good. Although it is explained that every year the number of customers increases and sometimes decreases too. However, many customers still survive. The purpose of this study to determine the influence and significance of the implementation of principles for the profit sharing and quality of service to customer loyalty mudharabah financing on Sharia Loan Savings and Loan Cooperative (KSPPS) BMT Al-Ittihad Tasikmalaya City either partially or simultaneously. In line with the framework of thinking that the implementation of the principle of profit sharing and service quality either partially or simultaneously influential and significant to loyalty customers mudharabah financing. The research methodology used is explanatory research with quantitative approach. With the implementation of profit sharing principles and service quality as independent variables (variables X1 and X2) and customer loyalty as the dependent variable (variable Y). Data collection techniques such as interviews, questionnaires, observation and literature study. The research instrument used is a questionnaire with Likert scale technique. With the total population of mudharabah financing customers until 2016 as many as 158 people, samples taken as many as 61 customers. Technical data analysis using regression test, correlation test, t test, F test. The results showed that the implementation of the principle of profit sharing partially significant to customer loyalty with a value of t arithmetic 2.035> t table 2.00172 Ha is accepted. Furthermore, the quality of service partially significant to customer loyalty with the value of t arithmetic 2.194> t table 2.00172 Ha is accepted. Then, simultaneously between the implementation of the principle of profit sharing and quality of service to customer loyalty with the value of F arithmetic 4.851> F table 3.16 which means significant that Ha is accepted. The results of this study support the theory that customer loyalty can be influenced by several factors related to ease and satisfaction.

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