ANALISIS FAKTOR PELAYANAN NASABAH DALAM MEMUTUSKAN MENABUNG DI TABUNGAN MUDHARABAH BNI SYARIAH CABANG DEPOK

Fatimah Fatimah, Hastya Maulana Fikri

Abstract


Abstract

The Research was intended to analyze the influence of the service of Tangibles, Reliability, Responsiveness, Assurance, and Emphaty on decisions to have mudharabah saving and which dimensional fo service is the most dominant in decide to have mudharabah saving at BNI Syariah branch Depok. The Research shows that variable of Tangibles (X1) doesn’t have significant influence, while Reliability (X2), Responsiveness (X3), Assurance (X4), and Emphaty (X5) have significant influence the decisions to have mudharabah saving at BNI Syariah branch Depok, with coefficient (R) of 0,683 (68,3%) and the value of adjusted R Square is 0,466 (46,6%). The dominant effect of decisions to have mudharabah saving at BNI Syariah branch Depok (Y) is Assurance (X5) with the value of 0,540. Conclusion of this Research suggests that the Assurance has dominant effect to the decisions to have mudharabah saving at BNI Syariah branch Depok.

Key Words: Service, Tangibles, Reliability, Responsiveness, Assurance, Emphaty.

Abstrak

Penelitian ini bertujuan untuk menganalisis pengaruh faktor layanan yang terdiri dari Tangibles, Reliability, Responsiveness, Assurance, dan Emphaty terhadap keputusan menabung pada tabungan mudharabah dan manakah yang dominan dari dimensi pelayanan dalam keputusan menabung pada tabungan mudharabah BNI Syariah cabang Depok. Hasil penelitian menunjukan bahwa secara parsial variabel Tangibles (X1) tidak memiliki pengaruh signifikan, sedangkan variabel Reliability (X2), Responsiveness (X3), Assurance (X4), dan Emphaty (X5), mempunyai pengaruh yang signifikan terhadap keputusan menabung di tabungan mudharabah BNI Syariah cabang Depok (Y), dengan koefisien (R) 0,683 (68,3%) dan nilai Adjusted R Square yang diperoleh adalah 0,466 (46,6%). Variabel yang berpengaruh dominan terhadap keputusan nasabah menabung di tabungan mudharabah BNI Syariah cabang Depok (Y) yaitu variabel Assurance (X5) dengan angka korelasi sebesar 0,540. Kesimpulan dari hasil penelitian ini menunjukan bahwa variabel Assurance (X5) mempunyai pengaruh yang dominan terhadap keputusan nasabah menabung di tabungan mudharabah BNI Syariah cabang Depok (Y).

Kata kunci: Pelayanan, Tangibles, Reliability, Responsiveness, Assurance, Emphaty.

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