Peran Sharia Compliance dan Service Quality terhadap Loyalitas melalui Kepuasan Nasabah BMT Mubarakah Pusat Undaan Kudus

Abstract

The rapid growth of islamic financial institutions in Indonesia, namely Baitul Maal Wattamwil (BMT), shows the need for sharia compliance and service quality to achieve customer loyalty. The majority of BMT daily saving customers relate because of the ease of procedures not because of a clear understanding of sharia principles, resulting in a gap between perceptions of sharia compliance and loyalty. This study aims to examine the direct and indirect effects of sharia compliance and service quality on customer loyalty with satisfaction as a mediating variable at BMT Mubarakah Pusat Undaan Kudus. This research use quantitative approach with purposive sampling method of 100 daily savings customers who according the criteria. Data analysis was performed with Structural Equation Modeling based on Partial Least Squares (SEM-PLS) using SmartPLS 3.0 software. The results show that sharia compliance has a positive and insignificant effect on satisfaction and loyalty, but service quality has a positive and significant effect on loyalty and through customer satisfaction. Furthermore, customer satisfaction has a positive and significant effect on customer loyalty. BMT Mubarakah Pusat Undaan Kudus must be able to increase customer confidence about the application of sharia in its services.