PENGARUH IMPLEMENTASI GOOD CORPORATE GOVERNANCE TERHADAP LOYALITAS NASABAH DENGAN SHARIAH COMPLIANCE SEBAGAI VARIABEL MODERASI (Studi Pada Bank Syariah Mandiri KCP Kedaton Bandar Lampung)

MIA, KHUSMIATI (2022) PENGARUH IMPLEMENTASI GOOD CORPORATE GOVERNANCE TERHADAP LOYALITAS NASABAH DENGAN SHARIAH COMPLIANCE SEBAGAI VARIABEL MODERASI (Studi Pada Bank Syariah Mandiri KCP Kedaton Bandar Lampung). Undergraduate thesis, UIN RADEN INTAN LAMPUNG.

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Abstract

ABSTRAK Perkembangan industri perbankan syariah ditandai dengan semakin beragamnya produk dan bertambahnya jaringan pelayanan dalam perbankan syariah, maka tata kelola perusahaan yang baik (good corporate governance) dalam industri perbankan syariah menjadi semakin penting dilaksanakan yang bertujuan untuk menjaga loyalitas nasabah. Nasabah yang menggunakan jasa bank syariah, sebagian memiliki kecenderungan untuk berhenti menjadi nasabah antara lain karena keraguan akan konsistensi penerapan prinsip kepatuhan syariah (shariah compliance). Rumusan masalah dalam penelitian ini adalah apakah terdapat pengaruh antara good corporate governance terhadap loyalitas nasabah dan apakah shariah compliance dapat memoderasi hubungan antara pengaruh implementasi good corporate governance terhadap loyalitas nasabah.Tujuan dari penelitian ini adalah untuk mengetahui pengaruh secara signifikan antara good corporate governance terhadap loyalitas nasabah dan mengetahui apakah shariah compliance dapat memoderasi hubungan antara good corporate governance terhadap loyalitas nasabah. Jenis penelitian ini adalah kuantitatif yang bersifat asosiatif dengan menggunakan data primer dan data sekunder. Tempat penelitian ini dilakukan di Bank Syariah Mandiri KCP Kedaton Bandar Lampung dengan jumlah populasi 3819 nasabah dan sampel 100 nasabah dengan teknik purposive sampling. Teknik pengumpulan data menggunakan kuesioner, wawancara dan dokumentasi. Pengujian instrumen penelitian menggunakan uji validitas, reliabilitas, normalitas, linearitas dan analisis data yang digunakan adalah analisis regresi linear sederhana, uji t dan analisis regresi moderasi. Hasil analisis regesi sederhana dinyatakan bahwa good corporate governance antara nasabah dan Bank Syariah Mandiri yang ditinjau pada sisi loyalitas nasabah berpengaruh positif. Hasil uji deteminasi (R2 ) diperoleh koefisien determinasi (R Square) sebesar 0,224 artinya pengaruh good corporate governance terhadap loyalitas nasabah dapat dijelaskan sebesar 22,4%. Sebelum adanya uji moderasi, uji regresi linear mendapatkan hasil pengaruh good ii corporate governance terhadap loyalitas nasabah sebesar 45,1%. Setelah adanya uji moderasi maka dapat dijelaskan bahwa pada persamaan regresi kedua, nilai (R Square) tersebut meningkat menjadi 0.973 atau 97,3%. Hasil yang diperoleh dari penelitian ini menunjukkan bahwa variabel good corporate governance berpengaruh positif terhadap loyalitas nasabah dan shariah compliance mampu memoderasi atau memperkuat hubungan antara good corporate governance terhadap loyalitas nasabah. Kata Kunci : Good Corporate Governance, Loyalitas Nasabah, Shariah Compliance iii ABSTRACK The development of the Islamic banking industry is marked by the increasingly diverse products and service networks in Islamic banking, so that good corporate governance in the Islamic banking industry is becoming increasingly important to implement with the aim of maintaining customer loyalty. Some customers who use the services of Islamic banks have a tendency to stop being customers, among others because of doubts about the consistency of the application of sharia compliance principles. The formulation of the problem in this study is whether there is a significant influence between good corporate governance on customer loyalty and whether sharia compliance can moderate the relationship between the effect of good corporate governance implementation on customer loyalty. The purpose of this study is to determine the significant influence between good corporate governance and customer loyalty. customer loyalty and knowing whether sharia compliance can moderate the relationship between good corporate governance and customer loyalty. This type of research is an associative quantitative study using primary data and secondary data. The place of this research was conducted at Bank Syariah Mandiri KCP Kedaton Bandar Lampung with a population of 3819 customers and a sample of 100 customers using purposive sampling technique. Data collection techniques using questionnaires, interviews and documentation. Testing research instruments using validity, reliability, normality, linearity and data analysis used is simple linear regression analysis, t test and moderated regression analysis. The result of simple regression analysis states that good corporate governance between customers and Bank Syariah Mandiri in terms of customer loyalty has a positive effect. Detemination test results (R2) obtained a coefficient of determination (R Square) of 0.224, meaning that the effect of good corporate governance on customer loyalty can be explained by 22.4%. Before the moderation test, the linear regression test found that the effect of good corporate governance on customer loyalty was 45.1%. After the moderation test, it can be explained that in the second regression equation, the value (R iv Square) increases to 0.973 or 97.3%. The results obtained from this study indicate that the variable good corporate governance has a significant positive effect on customer loyalty and shariah compliance is able to moderate or strengthen the relationship between good corporate governance and customer loyalty. Keywords: Good Corporate Governance, Customer Loyalty, Shariah Compliance

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