MEMBANGUN LOYALITAS NASABAH MELALUI KEPERCAYAAN DAN KOMITMEN DI BANK SYARIAH INDONESIA
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Penelitian ini bertujuan untuk mengevaluasi sejauh mana kepercayaan dan komitmen memengaruhi loyalitas nasabah Bank Syariah Indonesia. Dengan pendekatan kuantitatif, studi ini dilakukan di wilayah Jakarta dan sekitarnya dengan melibatkan 200 responden yang merupakan nasabah aktif. Teknik pengumpulan data dilakukan melalui kuesioner tertutup, sedangkan analisis data menggunakan regresi linier berganda untuk mengetahui pengaruh variabel bebas terhadap loyalitas. Hasil analisis menunjukkan bahwa kepercayaan—yang diukur dari aspek keandalan pelayanan, keterbukaan informasi, serta kepatuhan terhadap prinsip syariah—berdampak signifikan terhadap tingkat loyalitas nasabah (p < 0,01). Demikian pula, komitmen yang mencerminkan kesungguhan institusi dalam membina hubungan jangka panjang dan memberikan pelayanan bermutu turut memberikan pengaruh yang berarti terhadap loyalitas (p < 0,01). Nilai Adjusted R² sebesar 0,67 menandakan bahwa model ini mampu menjelaskan 67% variasi dalam loyalitas nasabah berdasarkan kedua variabel utama tersebut. Temuan ini memberikan kontribusi dalam pengembangan kajian perbankan syariah, dengan menegaskan bahwa sinergi antara kepercayaan dan komitmen menjadi kunci penting dalam menciptakan loyalitas jangka panjang. Implikasinya, hasil penelitian ini dapat dijadikan acuan praktis bagi Bank Syariah Indonesia dalam merancang strategi pelayanan dan pemasaran yang berbasis pada nilai dan prinsip syariah.
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