SERVQUAL Based On Islamic Values: Member Satisfaction Model At BMT NU Cabang Purwoharjo
Abstract
This study aims to analyze member satisfaction with savings services at the BMT NU Purwoharjo. A qualitative case study approach was used, with data collected through in-depth interviews, observations, and documentation involving active savings members. Results indicate overall member satisfaction, particularly regarding service accessibility, staff professionalism, transaction speed, and clarity of sharia contract information. SERVQUAL dimension analysis revealed that all five dimensions tangibles, reliability, responsiveness, assurance, and empathy contribute positively to member satisfaction. The integration of Islamic values such as amanah (trustworthiness), fastabiqul khairat (competing in goodness), and rahmah (compassion) strengthens these service dimensions. In conclusion, improving service quality across all SERVQUAL dimensions, along with strengthening sharia compliance and community-based service innovation, is crucial to maintaining member satisfaction at the BMT NU Purwoharjo Branch.
Keywords : Member satisfaction, service quality, Servqual, Islamic values, BMT
References
A’yuni, Q. “Kualitas Layanan Dan Kepuasan Anggota Pada Lembaga Keuangan Mikro Syariah: Studi Kasus Di Jawa Barat.” Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah 12, no. 2 (2020): 289–304. https://doi.org/10.15408/aiq.v12i2.17985.
Albadiah, A, and M Syukur. “Pengaruh Bukti Fisik (Tangibles) Terhadap Kepuasan Nasabah Bank Syariah Mandiri.” Jurnal Ekonomi Dan Bisnis Islam 11, no. 1 (2025): 45–62. https://doi.org/10.15408/jebis.v11i1.33021.
Amalia, R, and N Khamidah. “Analisis Kualitas Layanan Terhadap Kepuasan Nasabah Di BMT Sejahtera.” Jurnal Manajemen Keuangan Syariah 8, no. 2 (2020): 134–50.
Antonio, M S. Islamic Financial Management: An Operational Perspective. PT Gramedia Pustaka Utama, 2020.
Ascarya. The Role of Baitul Maal Wat Tamwil in Islamic Financial Inclusion in Indonesia. Pusat Pendidikan dan Studi Kebanksentralan (PPPSK) Bank Indonesia, 2021. https://www.bi.go.id/id/publikasi/kajian/Pages/Role-of-BMT_2021.aspx.
Asyfiya, N, D Rahmawati, and A Hidayat. “Pengaruh Bukti Fisik (Tangibles) Terhadap Kepuasan Nasabah Bank Syariah Indonesia.” Jurnal Ilmiah Ekonomi Islam 10, no. 3 (2024): 567–80.
Bungin, B. Analisis Data Penelitian Kualitatif: Pemahaman Filosofis Dan Metodologis Ke Arah Penguasaan Model Aplikasi. Rajawali Pers, 2020.
Fadilah, S, and R Maulana. “Keandalan Layanan Sebagai Penentu Kepuasan Nasabah Pada Perbankan Syariah.” Jurnal Manajemen Perbankan Syariah 9, no. 1 (2024): 78–95.
Fauzi, A, and T Suryani. “Islamic Service Quality: Integrating SERVQUAL and Maqasid Al-Shariah.” Journal of Islamic Marketing 13, no. 4 (2022): 890–905. https://doi.org/10.1108/JIMA-05-2021-0156.
Fitria, A, and M Rahman. “Peran Empati Dalam Membangun Loyalitas Nasabah Lembaga Keuangan Syariah.” Jurnal Psikologi Islam Dan Ekonomi 7, no. 2 (2024): 112–29.
Hardiansyah. Metodologi Penelitian Kualitatif Untuk Ilmu Sosial. Salemba Humanika, 2021.
Hasan, R, and S N Ali. “Integrating Islamic Values into Service Systems: Impact on Customer Perceived Value and Loyalty in Islamic Banks.” International Journal of Bank Marketing 41, no. 2 (2023): 456–75. https://doi.org/10.1108/IJBM-08-2022-0371.
Herdiansyah, H. Metodologi Penelitian Kualitatif Untuk Ilmu Sosial. Salemba Humanika, 2021.
Hidayati, N, and B Prasetyo. “Jaminan Layanan Dan Pengaruhnya Terhadap Kepercayaan Nasabah Pada BMT.” Jurnal Studi Islam Dan Ekonomi 5, no. 1 (2021): 34–52.
Huda, N, N Rini, Y Mardoni, and P Putra. “The Influence of Religious Identity and Social Capital on Member Satisfaction in Islamic Cooperative.” Journal of Islamic Monetary Economics and Finance 8, no. 1 (2022): 55–78. https://doi.org/10.2108/jimf.v8i1.1423.
Jannah, R. “Layanan Tabungan Berbasis Komunitas Di Lembaga Keuangan Mikro Syariah.” Jurnal Pemberdayaan Masyarakat Islam 3, no. 1 (2025): 45–60.
Karim, A A. Bank Islam: Analisis Fiqih Dan Keuangan. Edisi 5. PT RajaGrafindo Persada, 2021.
Keuangan, Otoritas Jasa. “Statistik Lembaga Keuangan Mikro Syariah 2023.” OJK, 2023.
Kotler, P, and K L Keller. Marketing Management. 16th ed. Pearson Education, 2021.
Kuswarno, E. Metodologi Penelitian Kualitatif: Fenomenologi, Etnografi, Studi Kasus, Grounded Theory, Dan Etnometodologi. Simbiosa Rekatama Media, 2021.
Lestari, P, A Fauzi, and R Wijaya. “Dinamika Sosial Dalam Pengelolaan BMT Berbasis Komunitas Keagamaan.” Jurnal Sosiologi Agama Indonesia 12, no. 2 (2021): 156–72.
Miles, M B, A M Huberman, and J Saldaña. Qualitative Data Analysis: A Methods Sourcebook. 4th ed. Sage Publications, 2020.
Nabila, S, and A Fauzan. “Peran Assurance Dalam Mengurangi Kecemasan Nasabah Pada Lembaga Keuangan Syariah.” Jurnal Keuangan Dan Perbankan Syariah 10, no. 1 (2024): 67–84.
Patton, M Q. Qualitative Research & Evaluation Methods: Integrating Theory and Practice. 4th ed. Sage Publications, 2015.
Putri, A, and B Nugroho. “Dampak Responsiveness Terhadap Kepuasan Dan Loyalitas Nasabah BMT.” Jurnal Manajemen Bisnis Syariah 6, no. 1 (2021): 23–40.
Ramadhani, R, and A Widyanto. “SERVQUAL-Syariah: Pengembangan Model Kualitas Layanan Untuk Lembaga Keuangan Syariah.” Jurnal Akuntansi Dan Keuangan Islam 8, no. 1 (2020): 34–52.
Ramin, A. “Studi Komparatif Kepuasan Anggota BMT Di Beberapa Wilayah Jawa Timur.” Jurnal Ilmiah Ekonomi Islam 10, no. 1 (2024): 34–50.
Razimi, M S A, A R Romle, and A S Shamsudin. “SERVQUAL from Islamic Perspective: A Conceptual Framework.” International Journal of Academic Research in Business and Social Sciences 11, no. 6 (2021): 1002–14. https://doi.org/10.6007/IJARBSS/v11-i6/10095.
Tjiptono, F, and G Chandra. Service, Quality & Satisfaction. Edisi 4. Andi Offset, 2020.
Wulandari, S, and Z Arifin. “Pengaruh Empati Petugas Terhadap Loyalitas Anggota BMT.” Jurnal Manajemen Dakwah 9, no. 2 (2021): 89–105.
