TPENGARUH SISTEM OPERASIONAL GADAI SYARIAH TERHADAP KEPUASAN NASABAH PT BANK SYARIAH INDONESIA KANTOR CABANG PEMBANTU (KCP) JENEPONTO

Abstract

This study aims to analyze the effect of the sharia pawn operational system on customer satisfaction at PT Bank Syariah Indonesia (BSI) Jeneponto Branch Office (KCP). This study uses a quantitative method with a survey approach, where data is collected through questionnaires distributed to customers who use sharia pawn services. Data analysis was carried out using descriptive and regression analysis techniques to test the relationship between the independent variable (the sharia pawn operational system) and the dependent variable (customer satisfaction). The results of the study indicate that the sharia pawn operational system implemented at BSI KCP Jeneponto has a significant effect on customer satisfaction. Service efficiency, effectiveness of product and service information, technological innovation, and maturity reminder systems are factors that significantly increase customer satisfaction. The correlation coefficient of 0.820 indicates a very strong relationship between the sharia pawn operational system and customer satisfaction. This finding confirms that improvements and innovations in sharia pawn operations can directly increase customer satisfaction. In addition, this study also found that transparency and trust, as well as the quality of the relationship between customers and bank staff, play an important role in influencing customer perceptions of the services provided. The implementation of sharia pawn provides significant economic and social benefits for customers, supports financial inclusion, and offers financing solutions that are in accordance with sharia principles.
This study provides an important contribution to the development of sharia pawn services in Indonesia and provides recommendations for banks to continue improving their operational systems in order to achieve a higher level of customer satisfaction.