Pengaruh Etika Komunikasi Islam Pada Customer Service PT Bank DKI Syariah Terhadap Tingkat Kepuasan Nasabah Dan Citra Perusahaan Tahun 2024 (Studi Kasus Bank DKI Kantor Cabang Utama Syariah Wahid Hasyim)

KARANGPUANG, NAWFALSKY BAGIS MUHAMMAD (2024) Pengaruh Etika Komunikasi Islam Pada Customer Service PT Bank DKI Syariah Terhadap Tingkat Kepuasan Nasabah Dan Citra Perusahaan Tahun 2024 (Studi Kasus Bank DKI Kantor Cabang Utama Syariah Wahid Hasyim). S2 thesis, Universitas Mercu Buana Jakarta - Menteng.

[img] Text (COVER)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-01 Cover - Nawfalsky Bagis.pdf
Download (949kB)
[img] Text (BAB I)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-02 Bab 1 - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (404kB)
[img] Text (BAB II)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-03 Bab 2 - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (671kB)
[img] Text (BAB III)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-04 Bab 3 - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (516kB)
[img] Text (BAB IV)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-05 Bab 4 - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (1MB)
[img] Text (BAB V)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-06 Bab 5 - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (253kB)
[img] Text (DAFTAR PUSTAKA)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-08 Daftar Pustaka - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (366kB)
[img] Text (LAMPIRAN)
55221120050-Nawfalsky Bagis Muhammad Karangpuang-09 Lampiran - Nawfalsky Bagis.pdf
Restricted to Registered users only
Download (1MB)

Abstract

Nawfalsky Bagis Muhammad Karangpuang, Tesis, 2024, Pengaruh Etika Komunikasi Islam Pada Customer Service PT. Bank DKI Syariah Terhadap Tingkat Kepuasan Nasabah dan Citra Perusahaan Tahun 2024 (Studi Kasus Bank DKI Kantor Cabang Utama Syariah Wahid Hasyim). Indonesia adalah negara dengan pemeluk agama Islam nomor 2 di dunia. Dalam agama Islam dikenal etika komunikasi Islam seperti tercantum dalam Al- Qur’an surat Al-Isra ayat 53 yang artinya: “Dan katakanlah kepada hamba-hamba- Ku, Hendaklah mereka mengucapkan perkataan yang lebih baik (benar). Sungguh, setan itu (selalu) menimbulkan perselisihan di antara mereka. Sesungguhnya setan adalah musuh yang nyata bagi manusia.” Etika komunikasi Islam ini juga banyak digunakan dalam dunia perbankan, khususnya dalam dunia perbankan yang menganut prinsip syariah. Penelitian ini bertujuan untuk menganalisis pengaruh etika komunikasi Islam yang diterapkan oleh customer service di PT Bank DKI Syariah terhadap tingkat kepuasan nasabah dan citra perusahaan pada tahun 2024, dengan fokus khusus di Kantor Cabang Utama Syariah Wahid Hasyim. Etika komunikasi Islam yang mencakup nilai-nilai seperti kejujuran, kesopanan, dan keadilan, dinilai penting dalam interaksi antara customer service dan nasabah. Teori yang digunakan dalam penelitian ini adalah teori komunikasi, teori pemrosesan informasi, komunikasi Islam, public relations, dan customer relations. Paradigma yang digunakan dalam penelitian ini adalah paradigma positivistik dengan metode penelitian kuantitatif dengan pendekatan kausalitas asosiatif melalui survei kuesioner untuk mengukur persepsi nasabah mengenai pengalaman mereka. Metode penelitian yang digunakan adalah pendekatan kuantitatif, dengan survei kuesioner yang disebarkan kepada 100 nasabah untuk mengukur persepsi mereka terkait pengalaman interaksi dengan layanan customer service. Penelitian ini menggunakan uji koefisien korelasi, uji koefisien determinasi, uji regresi linear sederhana dan berganda, uji t hitung, dan uji f hitung. Hasil penelitian ini menunjukkan bahwa etika komunikasi Islam memiliki korelasi sebesar 0.886 terhadap kepuasan nasabah, etika komunikasi Islam juga memiliki korelasi sebesar 0.805 terhadap citra perusahaan. Hasil uji determinasi diketahui bahwa etika komunikasi Islam dan kepuasan nasabah terhadap citra perusahaan sebesar 0.749. Hasil uji hipotesis secara partial dan simultan menunjukkan variabel etika komunikasi Islam berpengaruh secara signifikan terhadap variabel kepuasan nasabah dan citra perusahaan. Sehingga dapat disimpulkan bahwa terdapat pengaruh etika komunikasi Islam pada customer service PT. Bank DKI Syariah terhadap tingkat kepuasan nasabah dan citra perusahaan. Nawfalsky Bagis Muhammad Karangpuang, Thesis, 2024, The Influence of Islamic Work Ethic by Bank DKI Sharia’s Customer Service on Customer Satisfaction and Company’s Image in 2024 Sspecific Focus on the Main Sharia Branch Office in Wahid Hasyim). Indonesia is the country with the second-largest Muslim population in the world. In Islam, ethical communication is well known, as stated in the Qur'an, Surah Al-Isra, verse 53, which means: “And tell My servants to say words that are best. Indeed, Satan sows discord among them. Indeed, Satan is an outright enemy to humankind.” This principle of Islamic communication ethics is widely applied in the banking sector, especially in banks that adhere to Sharia principles. This study aims to analyze the influence of Islamic communication ethics practiced by customer service representatives at PT Bank DKI Syariah on customer satisfaction and corporate image in 2024, with a specific focus on the Wahid Hasyim Sharia Main Branch. Islamic communication ethics, which include values such as honesty, politeness, and fairness, are considered essential in interactions between customer service and customers. The theories used in this research include communication theory, information processing theory, Islamic communication, public relations, and customer relations. The study employs a positivistic paradigm using quantitative research methods and a causal-associative approach through a questionnaire survey to measure customers' perceptions of their experiences. The research adopts a quantitative approach, distributing questionnaires to 100 customers to evaluate their perceptions of interactions with customer service. The analytical methods used include correlation coefficient tests, determination coefficient tests, simple and multiple linear regression tests, t-tests, and F-tests. The results show that Islamic communication ethics have a correlation of 0.886 with customer satisfaction and a correlation of 0.805 with corporate image. The determination test indicates that Islamic communication ethics and customer satisfaction collectively contribute 74.9% to the corporate image. Hypothesis testing, both partial and simultaneous, demonstrates that the Islamic communication ethics variable significantly affects customer satisfaction and corporate image variables. In conclusion, Islamic communication ethics in customer service practices at PT Bank DKI Syariah significantly influence customer satisfaction and corporate image.

Item Type: Thesis (S2)
NIM/NIDN Creators: 55221120050
Uncontrolled Keywords: Etika Komunikasi Islam, Customer Service, Kepuasan Nasabah, Citra Perusahaan Islamic Work Ethics, Customer Service, Customer Satisfaction, Company’s Image
Subjects: 300 Social Science/Ilmu-ilmu Sosial > 300. Social Science/Ilmu-ilmu Sosial > 302 Social Interaction, Interpersonal Relations/Interaksi Sosial, Hubungan Antarpersonal > 302.2 Communication/Komunikasi
Divisions: Pascasarjana > Magister Ilmu Komunikasi
Depositing User: OKTAFIYANI AZ ZAHRO
Date Deposited: 05 Feb 2025 03:31
Last Modified: 05 Feb 2025 03:31
URI: http://repository.mercubuana.ac.id/id/eprint/93916

Actions (login required)

View Item View Item
UMB Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.