Product and Service Quality on Customer Satisfaction in Bank Syariah Indonesia Pekanbaru

Abstract

This study aims to analyze the effect of product quality and service quality on customer satisfaction at Bank Syariah Indonesia in Pekanbaru City. The background of this study is that as the country with the largest Muslim population in the world, the demand for Sharia-compliant financial products and services is increasing. Bank Syariah Indonesia (BSI), which is the result of the merger of three major Islamic banks in Indonesia, plays an important role in meeting the financial needs of the Islamic community by offering various products and services based on Sharia principles. This research uses a descriptive method with a quantitative approach, using a questionnaire distributed to Bank Syariah Indonesia customers in Pekanbaru with a sample size of 100 respondents using the Slovin formula. Data analysis uses the Partial Least Square (PLS) approach with smartPLS 4.0 software. The results of this study indicate that product quality has a positive and significant effect on customer satisfaction, while service quality also has a positive and significant effect on the satisfaction of Bank Syariah Indonesia (BSI) customers in the city of Pekanbaru. In addition, the results of the study also found that product quality and service quality simultaneously have a positive and significant effect on customer satisfaction. The synergy between products and services is the key to building long-term loyalty and driving sustainable business growth for BSI, especially in areas such as Pekanbaru.