Pengaruh Penerapan Nilai-Nilai Islam dan Kualitas Pelayanan Frontliner terhadap Keputusan Nasabah UMKM Menggunakan Produk Pembiayaan pada Bank Syariah

Abstract

This study aims to analyze the influence of the implementation of Islamic values and frontliner service quality on the decisions of MSME customers to use financing products offered by Islamic banks. The development of Islamic banking in Indonesia has continued to grow; however, competition with conventional banking, along with increasing public expectations regarding Sharia compliance and excellent service quality, remains a major challenge. This study employed a quantitative approach with a causal explanatory research design. The sample consisted of 100 MSME customers who utilized financing products at Islamic banks, selected using a simple random sampling technique. Data were collected through questionnaires that had been tested for validity and reliability. The data were analyzed using multiple linear regression analysis. The results indicate that, both partially and simultaneously, the implementation of Islamic values and frontliner service quality has a positive and significant effect on MSME customers’ decisions to use financing products. This finding indicates that the greater the alignment of banking operations with Sharia principles and the better the quality of service provided by frontliner staff, the more likely MSME customers are to choose and utilize financing products offered by Islamic banks. This study concludes that integrating Sharia compliance with continuous improvements in service quality is a strategic key to strengthening customer trust and expanding the market share of Islamic banking among micro, small, and medium-sized enterprises (MSMEs).