Analisis Faktor Penentu Perilak Beralih Nasabah Pasca-Penggabungan Bank Syariah
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Abstract
Penggabungan bank syariah di Indonesia telah menjadi satu entitas besar yang diharapkan mampu memperkuat daya saing industri perbankan syariah nasional. Namun, perubahan tersebut juga berpotensi memengaruhi persepsi dan perilaku nasabah, termasuk kecenderungan untuk beralih ke bank lain. Oleh karena itu, penelitian ini bertujuan untuk menganalisis faktor-faktor yang memengaruhi Perilaku Beralih Nasabah pasca-penggabungan bank syariah. Secara khusus, penelitian ini menguji pengaruh kualitas produk, kualitas pelayanan, dan kepatuhan syariah terhadap kepuasan nasabah serta dampaknya terhadap perilaku beralih dengan kepercayaan nasabah sebagai variabel intervening. Penelitian ini menggunakan pendekatan kuantitatif dengan populasi nasabah bank syariah pasca penggabungan di Indonesia, dengan sampel penelitian sebanyak 140 responden yang berdomisili di wilayah Jabodetabek. Teknik pengambilan sampel dilakukan secara purposive sampling dengan kriteria responden merupakan nasabah bank syariah yang aktif melakukan transaksi. Data dikumpulkan melalui penyebaran kuesioner secara daring dan dianalisis menggunakan metode Structural Equation Modeling (SEM) berbasis Partial Least Square (PLS). Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kepatuhan syariah berpengaruh signifikan terhadap kepuasan nasabah, sedangkan kualitas produk tidak berpengaruh signifikan. Selanjutnya, kualitas produk dan kepatuhan syariah berpengaruh signifikan terhadap perilaku beralih nasabah, sementara kualitas pelayanan dan kepuasan nasabah tidak berpengaruh secara langsung. Selain itu, kepuasan nasabah berpengaruh signifikan terhadap kepercayaan nasabah, dan kepercayaan nasabah berpengaruh signifikan terhadap perilaku beralih nasabah.
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