A strong commitment to satisfy customers

Oct 13, 2025 by talynt.org 125 views

Analysis of the Behavior of Mabrur Savings Customers after the Repayment of Onh at the Mandiri Syariah Bank Medan Branch

Introduction

Consumer behavior is a complex phenomenon that is influenced by various internal and external factors. In the context of banking, customer behavior is shaped by factors such as trust in banks, satisfaction with services, references, and past experiences. This study aims to analyze the behavior of Mabrur savings customers at the Medan Branch of Syariah Mandiri Bank (BSM) after paying off the cost of riding on the pilgrimage (ONH) through the savings. The study examines the factors that encourage customers to keep saving at BSM and those that lead to inactivity or closure of accounts.

Why did Mabrur savings customers leave Bank Syariah Mandiri Medan Branch?

Every year, the number of Mabrur savings customers increases along with the interest of the community to perform the pilgrimage. However, after paying off the cost of riding on the pilgrimage (ONH) through the savings, many customers who close the account or let their remaining money fall asleep in the account. This study aims to identify the factors that contribute to this behavior.

Factors that encourage customers to keep saving at BSM after payment on ONH

The results of the analysis show that customers who remain BSM customers are driven by several factors, including:

A strong commitment to satisfy customers: BSM is considered consistent in providing satisfying services to customers. This shows that BSM has succeeded in building trust and loyalty in the eyes of customers.
Employees behave and are Islamic morals: Customers feel comfortable transacting with BSM employees who show Islamic behavior and morals. This is an important point for customers who want banking services that are in accordance with religious values.
Useful Products: Mabrur Savings are considered beneficial for customers because they help them in saving for the pilgrimage.
According to religious beliefs: Customers feel safe and calm saving at BSM because Islamic banks are considered in accordance with their religious beliefs.
Low administrative costs: Low administrative costs are added value for customers, especially for those who have limited funds.

Factors that encourage customers to allow their accounts to be inactive or close the post-repayment account onh

On the other hand, customers who choose to be inactive or close their accounts at BSM are influenced by several factors, including:

Do not understand the concept of Islamic banks: Some customers do not understand the concept of Islamic banks, so they do not feel bound to continue to use BSM services after paying ONH.
Disappointing Services: Some customers feel disappointed with the services provided by BSM, thus encouraging them to find alternative banks.
Understanding the concept of Islamic banks but not interested: Although understanding the concept of Islamic banks, some customers choose not to use BSM services because they do not feel interested in the products and services offered.
Disadvantaged technology: Some customers feel hampered by BSM technology that is considered lagging behind. They tend to choose other banks that offer more modern and practical digital banking services.
Complicated procedures: Complicated and complicated procedures in transactions at BSM are obstacles for several customers. They feel more comfortable using other banks that offer an easier and faster transaction process.

Demographic Factors As Decision Determination

In addition to the factors above, analysis also shows the effect of demographic factors such as age, education, and the type of work on customer decisions in using BSM products. Age is the most dominant factor, followed by education and type of work.

Conclusion and Recommendations

This study shows that Mabrur savings customers at BSM Medan Branch have a variety of motivation and factors that influence their decisions in using banking services. BSM needs to pay attention to these factors and proactively improve the quality of its services to maintain customer loyalty after repayment onh.

Some recommendations that can be taken from this study are:

Increase customer understanding of the concept of Islamic banks: Through intensive education and socialization.
Maintaining service quality and increasing customer satisfaction: By conducting periodic evaluations and responding to customer input seriously.
Develop products and services that are more innovative and in accordance with customer needs: Especially young people who are more familiar with technology.
Simplify transaction procedures and increase service efficiency: To be more practical and faster.

By paying attention to the factors and recommendations above, it is expected that BSM can maintain the loyalty of Mabrur savings customers and increase its market share in the future.

Limitations of the Study

This study has several limitations, including:

Sample size: The study only examined 100 respondents, which may not be representative of the entire population of Mabrur savings customers at BSM Medan Branch.
Data collection method: The study relied on self-reported data, which may be subject to biases and limitations.

Future Research Directions

Future research can build on this study by:

Examining the impact of demographic factors on customer behavior: In a larger and more diverse sample.
Investigating the role of technology in customer decision-making: In the context of Islamic banking.
Developing and testing interventions to improve customer satisfaction and loyalty: Based on the findings of this study.

By addressing these limitations and expanding the scope of the study, future research can provide a more comprehensive understanding of the behavior of Mabrur savings customers at BSM Medan Branch and inform strategies for improving customer satisfaction and loyalty.
Q&A: Analysis of the Behavior of Mabrur Savings Customers after the Repayment of Onh at the Mandiri Syariah Bank Medan Branch

Q: What is the main objective of this study?

A: The main objective of this study is to analyze the behavior of Mabrur savings customers at the Medan Branch of Syariah Mandiri Bank (BSM) after paying off the cost of riding on the pilgrimage (ONH) through the savings.

Q: What are the factors that encourage customers to keep saving at BSM after payment on ONH?

A: The results of the analysis show that customers who remain BSM customers are driven by several factors, including:

A strong commitment to satisfy customers
Employees behave and are Islamic morals
Useful Products
According to religious beliefs
Low administrative costs

Q: What are the factors that encourage customers to allow their accounts to be inactive or close the post-repayment account onh?

A: On the other hand, customers who choose to be inactive or close their accounts at BSM are influenced by several factors, including:

Do not understand the concept of Islamic banks
Disappointing Services
Understanding the concept of Islamic banks but not interested
Disadvantaged technology
Complicated procedures

Q: What is the role of demographic factors in customer decision-making?

A: Analysis also shows the effect of demographic factors such as age, education, and the type of work on customer decisions in using BSM products. Age is the most dominant factor, followed by education and type of work.

Q: What are the recommendations for BSM to maintain customer loyalty after repayment onh?

A: Some recommendations that can be taken from this study are:

Increase customer understanding of the concept of Islamic banks through intensive education and socialization
Maintaining service quality and increasing customer satisfaction by conducting periodic evaluations and responding to customer input seriously
Develop products and services that are more innovative and in accordance with customer needs, especially young people who are more familiar with technology
Simplify transaction procedures and increase service efficiency to be more practical and faster

Q: What are the limitations of this study?

A: This study has several limitations, including:

Sample size: The study only examined 100 respondents, which may not be representative of the entire population of Mabrur savings customers at BSM Medan Branch.
Data collection method: The study relied on self-reported data, which may be subject to biases and limitations.

Q: What are the future research directions?

A: Future research can build on this study by:

Examining the impact of demographic factors on customer behavior in a larger and more diverse sample
Investigating the role of technology in customer decision-making in the context of Islamic banking
Developing and testing interventions to improve customer satisfaction and loyalty based on the findings of this study

Q: What are the implications of this study for BSM and the Islamic banking industry?

A: This study provides valuable insights for BSM and the Islamic banking industry to improve customer satisfaction and loyalty. By understanding the factors that influence customer behavior, BSM can develop targeted strategies to maintain customer loyalty and increase its market share in the future.