Pengaruh Kualitas Layanan Berbasis Nilai Syariah terhadap Kepuasan Nasabah pada Lembaga Keuangan Mikro Syariah
DOI:
https://doi.org/10.62007/joumi.v4i1.946Keywords:
service quality, customer satisfaction, Islamic Microfinance Institutions, SERVQUAL, Islamic values, empathy.Abstract
This study analyzes the influence of tangibles, reliability, responsiveness, assurance, and empathy on customer satisfaction in Islamic Microfinance Institutions in East Java. A quantitative approach was employed through a survey of 120 active customers from three selected Islamic Microfinance Institutions. The data were analyzed using multiple linear regression after passing validity, reliability, and classical assumption tests. The results indicate that all dimensions of service quality have a positive and significant effect on customer satisfaction, both partially and simultaneously. Empathy emerged as the most dominant predictor with a beta coefficient of 0.312, followed by reliability at 0.278 and assurance at 0.241. These findings confirm that customer satisfaction in Islamic Microfinance Institutions is not shaped merely by service speed, but also by the feeling of being understood, secure, and treated fairly within a financial relationship grounded in Islamic values.
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