The Effect of Savings Shuttle Service Quality and Complaint Handling on Member Loyalty at BMT NU Muncar Branch
Abstrak
Tujuan dari penelitian ini adalah untuk mengetahui pengaruh layanan jemput tabungan dan penanganan pengaduan terhadap loyalitas anggota pada KSPPS BMT NU Cabang Muncar yang merupakan lembaga keuangan mikro syariah. Sebagai LKM (Lembaga Keuangan Mikro), BMT dirancang untuk melayani masyarakat yang belum terjangkau oleh layanan perbankan konvensional, menyediakan pembiayaan bagi usaha mikro, memfasilitasi kegiatan menabung, dan menghindari praktik riba. Dalam operasionalnya, BMT NU Cabang Muncar berfokus pada peningkatan kepercayaan dan kepuasan anggota sebagai upaya membangun loyalitas anggota. Penelitian ini menggunakan metode kuantitatif dengan pendekatan deskriptif, dengan melibatkan 67 sampel dari populasi 200 anggota aktif yang memanfaatkan layanan jemput tabungan. Sampel ditentukan dengan teknik purposive sampling dengan rumus Slovin. Data primer dikumpulkan melalui kuesioner, sedangkan data sekunder diperoleh dari literatur dan jurnal terkait. Variabel bebas dalam penelitian ini adalah kualitas layanan jemput tabungan (X1) dan penanganan pengaduan (X2), sedangkan variabel terikatnya adalah loyalitas nasabah (Y) yang diukur dengan skala likert 4 poin. Analisis data dilakukan dengan menggunakan SPSS versi 23, meliputi uji statistik seperti Uji Koefisien Determinasi, Uji F, dan Uji T. Hasil penelitian ini diharapkan dapat memberikan masukan bagi BMT NU Cabang Muncar dalam meningkatkan daya saing dan keberlanjutan operasional melalui peningkatan loyalitas nasabah.
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