MOCHAMAD EDRIS, 090515672D (2010) PENGARUH KUALITAS PRODUK DAN LAYANAN SERTA HARGA TERHADAP KEPUASAN DAN LOYALITAS ISLAMI NASABAH PEMBIAYAAN BPR SYARIAH DI JAWA TENGAH. Disertasi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

This study wanted to get an explanation about the causal of relationship between some variables investigated by testing the hypothesis. The approach used is kasyf approach, quantitative and qualitative indicating that perceptions of product quality (jaudatul muntaj) Islami significantly impact on customer satisfaction (ikhtifaus syahsiyah), perceived service quality (jaudatul khidmah) significantly affects customer satisfaction (ikhtifaus syahsiyah), perceptions of price (tsaman) significantly affects customer satisfaction (ikhtifaus syahsiyah), and perceptions of product quality (jaudatul muntaj) significantly affects customer loyalty (muwalatusy syahsiyah), perceived service quality (jaudatul khidmah) significantly affects customer loyalty (muwalatusy syahsiyah), perceptions of price (tsaman) significantly affects customer loyalty (muwalatusy syahsiyah), as well as customer satisfaction significantly influence customer loyalty (muwalatusy syahsiyah). BPRS financing product that contains no element of riba, masyir, and gharar according to the Quran surah Al Baqarah verse 275 has been implemented properly by the BPRS in Central Java, but its implementation is not comprehensive and kaffah. Implementation of the financing agreement in BPRS according to Al-Quran surah Al Maidah verse 1 has been implemented properly by the customer and the management of BPRS in Central Java, but its implementation is not comprehensive and kaffah. These studies refine the study results Holm (2000), Bei and Chian (2001) about the effect of product quality to satisfaction, and modify the product quality indicators of Martinich (1997) and Garvin in Wang et al. (2003) with the Islamic indicators. This study supports the theory of service quality from Parasuraman (1996) and the study results Boemer et al. (1998), Bei and Chian (2001), Caruana (2002). The results of this study rejects the results of the study Cronin and Taylor (1992), Fullerton and Taylor (2002) on customer satisfaction, because the concept of customer satisfaction in Islam is different from the conventional customer satisfaction. Dimensions of satisfaction in the Islamic world not only satisfaction but concerns regarding the dimensions of the world and the hereafter also. The customer will feel satisfied if the product, service and price as expected fairly in according to sharia maqashid so hopefully will give maslahah. In this study found a trend in marketing BPRS equalize financing revenue sharing with the equivalent percentage is commonly used by conventional banks as the basis of the determination of interest, so that in the future should BPRS still refer to the profit and loss sharing system in according to the ratio for an agreed outcome.

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