Mudharabah Deposit Promotion

Oct 13, 2025 by talynt.org 0 views

The Effect of Customer Value, Service Quality, Mudharabah Deposit, and Sharia Product Attributes on Customer Satisfaction: A Case Study at Bank Syariah Mandiri Medan Branch

Introduction

In today's highly competitive banking industry, understanding the factors that influence customer satisfaction is crucial for banks to stay ahead of the competition. With the increasing demand for Islamic banking products and services, it is essential for banks to understand the impact of various attributes on customer satisfaction. This study aims to investigate the effect of customer value, service quality, mudharabah deposit, and sharia product attributes on customer satisfaction at the Bank Syariah Mandiri Medan Branch.

Methodology

This study employed a survey research design, where 40 respondents who are customers of the Bank Syariah Mandiri Medan Branch were selected as the sample. The data collected was analyzed using multiple linear regression with SPSS version 17 software.

Results

The results of this study show that the quality of service, mudharabah deposit, and sharia product attributes simultaneously have a significant influence on customer satisfaction at the Bank Syariah Mandiri Medan Branch. However, other results show that customer value, service quality, and mudharabah deposit do not have an individual significant influence on customer satisfaction. Conversely, the attributes of sharia products are proven to have a significant influence.

Discussion

Customer Value

Customer value is a customer's perception of the benefits they receive compared to the costs they incur. Although research shows that the customer's value does not have a significant influence on satisfaction, this may be caused by customer expectations that are too high or lack of understanding of the value offered by Bank Syariah Mandiri. Therefore, banks need to conduct more intensive education to increase customer understanding of the value they get.

Service Quality

Service quality is one of the important pillars in maintaining customer satisfaction. In this study, although the influence is not significantly individual, it is simultaneously with other variables to have a positive impact. Good service quality can create positive experiences for customers, which in turn can increase their loyalty. Banks must continue to invest in staff training and service systems to maintain this quality.

Mudharabah Deposits

Mudharabah deposits, as an instrument of Islamic investment, have a special attraction for customers who want profits in accordance with sharia principles. Although this study shows that the mudharabah depos does not significantly affect customer satisfaction, it is important for banks to consider ways to attract customer interest in this product, such as providing more transparent information about the benefits and risks involved.

Sharia Product Attributes

Sharia product attributes are proven to have a significant influence on customer satisfaction. This shows that products that are in accordance with sharia principles are able to meet customer expectations and needs. It also indicates that customers are increasingly aware and look for products that not only provide financial benefits, but also in accordance with their religious values. Therefore, banks need to develop innovative and sharia-based products to meet market demand that continues to grow.

Conclusion

This study shows that the quality of service, mudharabah deposit, and sharia product attributes have a significant impact on customer satisfaction at the Bank Syariah Mandiri Medan Branch. On the other hand, customer value and service quality do not show a strong influence individually, but it is still important to continue to be improved. By paying attention to these factors, it is hoped that the Bank Syariah Mandiri can increase the satisfaction and loyalty of its customers, and compete better in the Islamic banking market.

Recommendations

Based on the findings of this study, the following recommendations are made:

Intensive Education: Bank Syariah Mandiri should conduct more intensive education to increase customer understanding of the value they get.
Staff Training: The bank should continue to invest in staff training and service systems to maintain good service quality.
Mudharabah Deposit Promotion: The bank should consider ways to attract customer interest in mudharabah deposits, such as providing more transparent information about the benefits and risks involved.
Development of Sharia-Based Products: The bank should develop innovative and sharia-based products to meet market demand that continues to grow.

Limitations

This study has several limitations, including:

Sample Size: The sample size of 40 respondents may not be representative of the entire customer base of the Bank Syariah Mandiri Medan Branch.
Survey Methodology: The survey methodology used in this study may not be able to capture the full range of customer experiences and perceptions.
Data Analysis: The data analysis used in this study may not be able to capture the complex relationships between the variables.

Future Research Directions

Future research should aim to:

Increase Sample Size: Increase the sample size to make the findings more representative of the entire customer base.
Use Different Methodologies: Use different methodologies, such as focus groups or in-depth interviews, to capture the full range of customer experiences and perceptions.
Analyze Complex Relationships: Analyze the complex relationships between the variables using more advanced statistical techniques.

By addressing these limitations and future research directions, this study can provide more comprehensive insights into the factors that influence customer satisfaction in the Islamic banking industry.
Frequently Asked Questions (FAQs) about the Effect of Customer Value, Service Quality, Mudharabah Deposit, and Sharia Product Attributes on Customer Satisfaction

Q: What is the main objective of this study?

A: The main objective of this study is to investigate the effect of customer value, service quality, mudharabah deposit, and sharia product attributes on customer satisfaction at the Bank Syariah Mandiri Medan Branch.

Q: What is the methodology used in this study?

A: This study employed a survey research design, where 40 respondents who are customers of the Bank Syariah Mandiri Medan Branch were selected as the sample. The data collected was analyzed using multiple linear regression with SPSS version 17 software.

Q: What are the findings of this study?

A: The results of this study show that the quality of service, mudharabah deposit, and sharia product attributes simultaneously have a significant influence on customer satisfaction at the Bank Syariah Mandiri Medan Branch. However, other results show that customer value, service quality, and mudharabah deposit do not have an individual significant influence on customer satisfaction.

Q: What is the significance of this study?

A: This study is significant because it provides insights into the factors that influence customer satisfaction in the Islamic banking industry. The findings of this study can help banks to improve their services and products to meet the needs and expectations of their customers.

Q: What are the implications of this study?

A: The implications of this study are that banks should focus on improving their service quality, mudharabah deposit, and sharia product attributes to increase customer satisfaction. Additionally, banks should conduct more intensive education to increase customer understanding of the value they get.

Q: What are the limitations of this study?

A: This study has several limitations, including:

Sample Size: The sample size of 40 respondents may not be representative of the entire customer base of the Bank Syariah Mandiri Medan Branch.
Survey Methodology: The survey methodology used in this study may not be able to capture the full range of customer experiences and perceptions.
Data Analysis: The data analysis used in this study may not be able to capture the complex relationships between the variables.

Q: What are the future research directions?

A: Future research should aim to:

Increase Sample Size: Increase the sample size to make the findings more representative of the entire customer base.
Use Different Methodologies: Use different methodologies, such as focus groups or in-depth interviews, to capture the full range of customer experiences and perceptions.
Analyze Complex Relationships: Analyze the complex relationships between the variables using more advanced statistical techniques.

Q: What are the recommendations for banks?

A: Based on the findings of this study, the following recommendations are made:

Intensive Education: Banks should conduct more intensive education to increase customer understanding of the value they get.
Staff Training: Banks should continue to invest in staff training and service systems to maintain good service quality.
Mudharabah Deposit Promotion: Banks should consider ways to attract customer interest in mudharabah deposits, such as providing more transparent information about the benefits and risks involved.
Development of Sharia-Based Products: Banks should develop innovative and sharia-based products to meet market demand that continues to grow.

Q: What are the benefits of this study?

A: The benefits of this study are that it provides insights into the factors that influence customer satisfaction in the Islamic banking industry. The findings of this study can help banks to improve their services and products to meet the needs and expectations of their customers.