Volume 6, Issue 9, September – 2021 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

Service and Facility Quality Factors on Loyalty with

Satisfaction as an Intervening Variable in Mekaar
Sharia Financing PT. PNM Area Bandung 4
Ajeng Ratih Puspawati
Student of Magister Management, Perbanas Institute
Jakarta, Indonesia

Abstract:- The purpose of this study was to analyze the the market share of the Islamic financial services industry is
effect of service quality and facilities on customer still relatively low at 9.90% of total national assets, the
satisfaction and loyalty of Mekaar Syariah Area Bandung differentiation of Sharia business models/products is also still
4 at PT. PNM. The research method used is quantitative limited so that innovation and creativity are needed for service
through primary data analysis using questionnaires on industry players. Islamic finance, then it is necessary to
certain populations or samples, namely customers of increase the adoption of technology to keep up with
Mekaar Syariah Bandung Area 4 PT. PNM. The main increasingly fast and dynamic technological developments, as
research instrument is quantitative/statistical data well as the need for human resources with expertise in Islamic
analysis which requires the use of a question structure economics and finance to keep up with various dynamics and
where answer choices have been provided with a sample changes in economic and technological conditions. In
of respondents. The type of research used is quantitative addition, due to the global Covid19 pandemic, the global
research with AMOS version 24 data processing tool. The situation we are currently facing has forced us to enter the era
research hypothesis shows that the service and facility of a new normal. This new normal era has changed the pattern
quality variables have a significant and positive effect on of social, community and economic life, increased vigilance,
satisfaction, the satisfaction variable has a significant and and required physical distance when interacting. On the other
positive effect on customer loyalty, and the service quality hand, people are increasingly worried about helping others,
variable has a significant and positive effect on customer especially on financial issues. This is both a challenge and an
satisfaction. customer loyalty Mekaar Syariah PT. PNM. opportunity for Islamic financial institutions. They can
provide services to meet the social needs of the community
Keywords: Quality of Service, Facilities, Customer and thus play a role in the economic construction of the people
Satisfaction, Customer Loyalty. after the pandemic.

I. INTRODUCTION PT PNM as one of the SOEs in the form of a special

non-bank financial institution owned by the Government also
The Islamic finance economy and industry in Indonesia supports the direction of sharia industry development through
has the potential to continue to be developed, one indicator of strengthening Islamic financial institutions that play a role in
which is that 87 percent or the equivalent of 230 million channeling financing for MSMEs. PT.PNM's sharia financing
Indonesians are Muslims. The sharia industry is not only in program is carried out through the Sharia Prosperous Family
demand by countries with a majority Muslim population, even Economic Development Program (Mekaar) and the Sharia
in other countries such as Japan, Thailand, the UK and the US. Micro Capital Service Unit (ULaMM). PNM Mekaar Syariah
To encourage the growth of the sharia industry in Indonesia, is a group-based empowerment service in accordance with the
the government through the 2020-2024 National Medium- provisions of Islamic law based on a fatwa and/or a statement
Term Development Plan (RPJMN) and the 2019-2024 of conformity to sharia from the National Sharia Council of
Indonesian Islamic Economics and Finance Master Plan the Indonesian Ulema Council aimed at underprivileged
created a sharia economic development framework that women who are ultra-micro business actors, through:
focuses on the main sectors of strengthening the halal value Improved financial management to realize ideals and family
chain including the food and beverage cluster, fashion, welfare, Business capital financing without collateral,
tourism, media and recreation, and pharmacy and cosmetics. Familiarization with saving culture, Increasing entrepreneurial
In order to achieve maximum results, the development of competence and business development. Meanwhile, Sharia
various clusters has also been accompanied by the ULaMM is a financing distribution carried out in accordance
strengthening of Islamic finance, small, medium and micro with sharia principles based on a fatwa and/or sharia
enterprises, and the digital economy. Islamic financial conformity statement from the National Sharia Council of the
institutions must be able to respond immediately, including Indonesian Ulema Council for MSME business actors.
maximizing the development of the true halal industry, which
has so far been very strong in terms of the growth and position In order to improve the quality of Mekaar Syariah
of the true halal industry in Indonesia. However, some of the services to satisfy customers which leads to customer loyalty
challenges faced must be addressed immediately, including: to PT.PNM. Islamic financial institutions, which are service

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Volume 6, Issue 9, September – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
industries, must improve the quality of their services. Service the regression coefficient analysis between the dimensions of
quality is defined as the extent to which a company's services service quality, it has a positive effect on customer satisfaction
meet or exceed customer expectations (Parasuraman et al., with service quality. Where the effect of changes in the ups
1985; Zeithamel et al., 1996). Service quality is the expected and downs of service quality variables on customer
level of excellence and control over the level of excellence to satisfaction is significant. (Sofyan, Pradhanawati & Nugraha)
meet customer expectations. Good and effective service found that facilities, service quality and satisfaction had a
quality will increase and have an impact on customer positive and significant effect on loyalty. However, Evan
satisfaction and loyalty. Thus the quality of service must be Chandra's research (2018) reveals that service quality does not
managed professionally (Lovelocket al., 2001). The purpose directly have a significant effect on customer loyalty.
of service management is to achieve a certain quality of Although in this study it was found that the value received by
service which is closely related to customer satisfaction and customers and service quality had a positive and significant
customer loyalty. According to Tjiptono (2015:111) Loyalty is effect on employee loyalty through customer satisfaction. The
a situation where consumers have a positive attitude towards relationship between facilities, service quality, and customer
the product or producer and are accompanied by a consistent satisfaction results in different and varied conclusions. On
pattern of repeat purchases. In this case, loyalty describes the some of the previous studies, the re-examination of the
consumer's desire to continue to subscribe in the long term, relationship between facilities, service quality on customer
make purchases and use goods and services repeatedly and satisfaction and the effect on loyalty will be carried out at PT.
recommend the company's products to friends or family. Madani Business Partner.

Research on the service quality of Islamic financial Based on the phenomenon and research gap, further
institutions has not widely used compliance to measure the research is needed between the relationship between facilities,
quality of services provided by Islamic financial institutions to service quality and satisfaction that affects customer loyalty
customers. Since Islamic financial institutions are Islamic Mekaar Syariah is very necessary to improve customer
financial institutions, researchers believe that compliance is satisfaction which leads to loyalty to Mekaar Syariah
important for assessing service quality. In order for customers PT.PNM.
to have confidence in the services provided, customers must
regard service quality as positive. One of the important pillars II. LITERATURE REVIEW
of the development of Islamic financial institutions is
compliance with Sharia law. This pillar is the main difference A. Service Quality
between Islamic financial institutions and traditional financial The concept of service quality in an Islamic perspective
institutions. To ensure that Shariah banks and financial is a form of cognitive evaluation from consumers on the
institutions apply Shariah principles, Shariah supervision is presentation of services by service organizations that rely each
required, which is implemented by the Shariah Supervision of their activities on moral values and according to compliance
Committee (DPS). The number of DPS members is at least 2 as explained by Islamic law (Othman and Owen, 2001).
(two) people and a maximum of 5 (five) people for Sharia According to Saeed et al. (2001), there are three characteristics
Commercial Banks and Sharia Business Units. The of marketing ethics from an Islamic perspective. First, Islamic
government has issued two laws that position the Sharia marketing ethics is based on the Koran and leaves no room for
Supervisory Board strategically to ensure compliance with ambiguous interpretation. Second, the main difference is the
sharia principles in Islamic banking and financial institutions. transcendental aspect of absoluteness and non-softness. Third,
(Muhammad, 2011, p.31) Bela Dwi Kuntari (2016) in a study the Islamic approach that emphasizes maximizing value in
entitled "The Effect of Service Quality on Customer view of the good in society rather than pursuing personal
Satisfaction and Loyalty at PT Astra Internasional Tbk". The selfishness by maximizing profit. Othman and Owen (2001)
research results show that service quality has a significant introduce six dimensions to measure service quality in
impact on satisfaction. Although satisfaction has no significant financial institutions with sharia principles, by adding an
impact on customer loyalty, service quality has a significant element of "compliance" to the service quality dimension.
positive impact on customer loyalty. Compiance with Islamic Law (compliance with Islamic law).
The five dimensions of service quality plus compliance as
Taufiq Risal (2018) in his research titled "The influence product requirements are better known as CARTER.
of service quality on customer loyalty and satisfaction as an
intervention variable for BMT Kampoeng Syariah". The B. Facilities
research results show that service quality has a positive and Facilities are everything that is intentionally provided by
significant impact on satisfaction, satisfaction has a positive Islamic Financial Institutions as service providers to be used
and significant impact on customer loyalty, and service quality and enjoyed by customers with the aim of providing the
has a positive and significant impact on customer loyalty. maximum level of satisfaction. Facilities are all physical
Service quality does not affect customer loyalty BSM savings, facilities provided by Islamic financial institutions for the
service quality affects customer loyalty BSM savings. convenience of customers (Kotler, 2009). Lupioadi (2008)
believes that facilities are the appearance, capabilities, and
While the research conducted by Muchlis (2012) entitled conditions of an infrastructure that show its existence to the
“The influence of service quality dimensions on the level of outside world, including physical facilities (buildings),
customer satisfaction at PT. Bank Rakyat Indonesia (Persero) equipment, and appliances. Facilities include tools, objects,
Tbk. Ahmad Dani Makassar Branch”, Based on the results of equipment, money, and work space. Tjiptono (2006) believes

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Volume 6, Issue 9, September – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
that the design of service facilities is closely related to the
formation of customer perception. For many types of services,
the perception generated by the interaction between customers
and facilities will affect the quality of these services in the
eyes of customers.

C. Customer Satisfaction
Kotler (2009: 139) said that satisfaction is a person's
feeling of joy or disappointment when comparing the
perceived performance of a product with their expectations. If
the performance does not meet expectations, customers will be
dissatisfied. If the performance meets expectations, the Fig 1: -Theoritical Framework
customer will be satisfied. If the performance exceeds
expectations, the customer will be very satisfied or happy. The F. Hypothesis
definition of customer satisfaction or dissatisfaction is the The hypothesis of this cases that could be seen as in
customer's response to the perceived difference between the follows:
evaluation of previous expectations (or other performance H1: Service quality has a positive and significant impact on
specifications) and the actual performance experienced by the customer satisfaction Mekaar Syariah Bandung Area 4
product after use (Tjiptono, 1996). Customer satisfaction is the H2: The facilities provided have a significant positive effect
key to customer loyalty. Achieving a high level of customer on customer satisfaction Mekaar Syariah Bandung Area 4
satisfaction brings many advantages to the company, that is, in H3: Service quality has a significant positive effect on
addition to increasing customer loyalty, it can also prevent customer loyalty Mekaar Syariah Bandung Area 4
customer volatility, reduce customer price sensitivity, H4: The facilities provided have a significant positive effect
maximize profits, reduce the cost of marketing errors, and on customer loyalty Mekaar Syariah Bandung Area 4
reduce the number caused by increasing The operating costs of H5: Customer satisfaction has a significant positive effect on
customers. , Improve advertising effectiveness and improve customer loyalty Mekaar Syariah Bandung Area 4
company reputation. (Dwi Aryani and Febrina Rosnita, 2010).
III. METHODOLOGY
D. Customer Loyalty
Customer satisfaction is the most important indicator of This research was conducted using descriptive analysis
customer loyalty. Customers who are satisfied with Islamic method with a quantitative approach. The unit of analysis is
banking services will convert their feelings into loyalty, which the customer of PT.PNM Mekaar Syariah Bandung Area 4 in
is clearly reflected in the continuous repurchase and the Bandung Regional area, West Java. Bandung area 4
suggesting others to purchase products and services from consists of 5 branches with the number of respondents of
Islamic banks. Customers who are satisfied with the value and Mekaar sharia customers as many as 818 respondents, namely
quality of the product or service may remain loyal for a long Mekaar customers who are all women who have productive
time (Umar 2000). Early research has shown that, among other businesses. The type of data from the research variables used
things, customer satisfaction has a positive impact on in the study is primary data. In managing the results in the
company image (Kian et al., 2013), return on purchases form of raw data, the research carried out data processing
(Dkudiene et al., 2015), and customer value (Zameer et al., using AMOS (Analysis of Moment Structure) software
2013). 2015). , Customer loyalty (Mohsan et al., 2011; version 24.0 which is used in the general approach of data
Andreassen & Lindestad, 1998) and the negative impact on analysis in the Structural Equation Model or better known as
conversion intentions (Martins et al., 2013; Zhang et al., 2012; SEM..
Mohsan et al., 2011; Walsh & Dinnie , 2006). According to
Tjiptono (2016: 110), loyalty is a customer's commitment to a
brand, company, or supplier. This commitment is based on a
positive attitude and is reflected in consistent purchases.
According to Kotler (2016: 18), customer loyalty is now a
measure of the relationship between a customer and a product
or service, which is reflected in the desire to recommend it.

E. Theoritical Framework
Based on these theory above, it could be described a
theoritical framework for these titles as follows:

Fig2: - Structural Equation Model

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Volume 6, Issue 9, September – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
IV. RESULTS AND DISCUSSIONS Based on table 3 then the hypothesis test is as follows :

A. Validity and Reliability Test Hypothesis Testing 1

Table 1 shows that all the data in the research H1: Service quality has a positive and significant impact on
questionnaire meet the valid standard, and the measurement customer satisfaction/customers of Mekaar Syariah Bandung
result of the stress factor value or the validity coefficient of the Area 4. Result :C.R. of 6.908 > 1.967 and p value of 0.000 <
standardized stress estimation is 0.05. Therefore, all research 0.05. Then H1 is accepted so that it can be concluded that the
indicators can be used as effective data collectors to study quality of service has a positive and significant influence on
problems as research objects. customer satisfaction / customers of Mekaar Syariah Bandung
Area 4
TABLE 1. VALIDITY TEST RESULTS
Hypothesis Testing 2
The H2: The facilities provided have a significant positive
effect on customer satisfaction Mekaar Syariah Bandung Area
4. Result :C.R. of 6.127 > 1.967 and p value of 0.000 < 0.05.
Then H2 is accepted so that it can be concluded that the
facilities provided have a significant positive influence on
customer satisfaction/customers of Mekaar Syariah Bandung
Area 4

Hypothesis Testing 3
H3: Service quality has a significant positive influence on
customer loyalty Mekaar Syariah Bandung Area 4.
Result:C.R. Value of 10.019 > 1.967 and p value of 0.00 <
0.05. Then H3 is accepted so that it can be concluded that
service quality has a significant positive influence on customer
loyalty Mekaar Syariah Bandung Area 4

Hypothesis Testing 4
H4 : The facilities provided have a significant positive effect
on customer loyalty Mekaar Syariah Bandung Area 4.
According to Table 2, the CR value of each variable Result:C.R. Value of 8.434 > 1.967 and p value of 0.000 <
shows> 0.6. Therefore, all indicators of the research variables 0.05. Then H4 is accepted so that it can be concluded that the
can be used as effective data collectors to study the problems facilities provided have a significant positive influence on
as the research object. customer loyalty Mekaar Syariah Bandung Area 4.

TABLE 2. RELIABILITY TEST RESULTS Hypothesis Testing 5

H5: Customer satisfaction has a significant positive effect on
customer loyalty Mekaar Syariah Bandung Area 4.
Result:C.R. Value of 5.737 > 1.967 and p value of 0.000 <
0.05. Then H5 is accepted so that it can be concluded that
customer satisfaction has a significant positive influence on
customer loyalty Mekaar Syariah Bandung Area 4.
G. Hypothesis Test V. CONCLUSSION AND SUGGESTIONS
Analyze the results of SEM model data processing at all
stages using conformance testing and statistical testing. The Conclusion
data processing results of the analysis of the complete From the results of the analysis and hypothesis testing
Structural Equation Modeling (SEM) model are as follows: performed, it can be concluded that the quality of service has a
positive and significant impact on customer satisfaction. The
The results of the SEM analysis as a hypothesis testing above conclusion can be explained as that when the service
step are as follows: quality is good or increases, customer satisfaction increases.
The results of this study confirm the research conducted by
TABLE 3. HYPOTHESIS TESTING Misbach (2013) in Makassar that service quality plays a
positive and significant role in influencing consumer
satisfaction. Facilities have a positive and significant effect on
customer satisfaction. The conclusion above can be interpreted
that if service facilities are increased or said to be high, then
satisfaction will also increase. The results of this study
confirm that the research of Evan Chandra Kusuma (2018)
supports research that the value facilities received by

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Volume 6, Issue 9, September – 2021 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
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