ISSN: 2226-3624
Open access
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.
Abror, A., Patrisia, D., Engriani, Y., Evanita, S., Yasri, Y., & Dastgir, S. (2020). Service quality, religiosity, customer satisfaction, customer engagement and Islamic bank’s customer loyalty. Journal of Islamic Marketing, 11(6), 1691–1705. https://doi.org/10.1108/JIMA-03-2019-0044
Afifah, A., & Kurniawati, N. A. (2021). Influence of Service Quality Dimensions of Islamic Banks on Customer Satisfaction and Their Impact on Customer Loyalty. Journal of Islamic Economic Laws, 4(2), 105–136. https://doi.org/10.23917/jisel.v4i2.15089
Al-Ghifari, M. I., & Khusnudin. (2022). Pengaruh Kualitas Produk, Kualitas Pelayanan, Harga Dan Biaya Terhadap Loyalitas Nasabah Di Bank Syariah Indonesia Kantor Cabang Denpasar Bali. Jurnal Tabarru’: Islamic Banking and Finance, 5(2), 421–434. https://doi.org/10.25299/jtb.2022.vol5(2).10883
Alfani, M. H., Cheumar, M., & Haji-Othman, Y. (2025). The Effect of Service Quality on Customer Loyalty with Corporate Image as an Intervening Variable at Bank Mega Syariah Pekanbaru. International Journal of Academic Research in Economics and Management Sciences, 14(3), 91–102. https://doi.org/10.6007/ijarems/v14-i3/25829
Anderson, R. E., & Srinivasan, S. S. (2003). E?satisfaction and e?loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138.
Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh Kualitas Layanan, Kualitas Produk Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Equilibrium: Jurnal Penelitian Pendidikan Dan Ekonomi, 19(02), 226–233. https://doi.org/10.25134/equi.v19i02.4531
Bunker, M. P., Rajendran, K. N., & Corbin, S. B. (2013). The antecedents of satisfaction for Facebook" likers" and their effect on word-of-mouth. Marketing Management Journal, 23(2), 21–34.
Cheshin, A., Amit, A., & Van Kleef, G. A. (2018). The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants’ emotional displays shape customer trust and satisfaction. Organizational Behavior and Human Decision Processes, 144(1), 97–111. https://doi.org/https://doi.org/10.1016/j.obhdp.2017.10.002
Faizah, N., Wiyadi, & Sholahuddin, M. (2023). The Impact of Service Quality Using the Carter Model on Customer Satisfaction in Indonesian Islamic Banks. Journal of Business and Management Studies, 5(5), 211–232. https://doi.org/10.32996/jbms.2023.5.5.18
Fansuri, D., & Zulfison. (2024). Pengaruh Kualitas Pelayanan, Kualitas Produk Dan Nilai Nasabah Terhadap Kepuasan Nasabah Tabungan Bank Syariah. Journal of Accounting, Management and Islamic Economics, 2(2), 693–702.
Garvin, D. A. (1987). Competing in the Eight Dimensions of Quality. Harvard Business Review, 87, 101–109.
Ghozali, I., & Latan, H. (2012). Partial least square: Konsep, teknik dan aplikasi SmartPLS 2.0 M3. Semarang: Badan Penerbit Universitas Diponegoro.
Haque, A., Chowdhury, N., Uddin, B., Islam, M. A., & Kabir, S. M. H. (2022). The Effect of CARTER Model on Customer Satisfaction Towards Loyalty: An Investigation on Muslim Customers of Islamic Banks in Bangladesh. International Finance and Banking, 9(1), 28. https://doi.org/10.5296/ifb.v9i1.20017
Indiani, N. L. P., Yasa, I. P. N. S., & Sitiari, N. W. (2016). Peran Kualitas Layanan dalam Meningkatkan Kepuasan dan Loyalitas Nasabah. JAGADHITA: Jurnal Ekonomi & Bisnis, 3(2), 85–95. https://doi.org/10.32528/jmbi.v9i2.818
Ishak, M. Z., & Azzahroh, E. P. (2017). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Bank Syariah Dengan Kepuasan Nasabah Sebagai Variabel Intervening. Jurnal Ekonomi Dan Bisnis Islam (Journal of Islamic Economics and Business), 3(1), 26. https://doi.org/10.20473/jebis.v3i1.3599
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education Limited.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran edisi ketiga belas. Jakarta: Erlangga.
Kushwaha, G. S., & Agrawal, S. R. (2015). An Indian customer surrounding 7Ps of service marketing. Journal of Retailing and Consumer Services, 22, 85–95. https://doi.org/10.1016/j.jretconser.2014.10.006
Kusnaedi, E., Sofiati, N. A., & Sudaryo, Y. (2021). Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah Dan Dampaknya Pada Loyalitas. Jurnal Indonesia Membangun, 20(3), 229–258. https://doi.org/10.56956/jim.v20i03.65
Leninkumar, V. (2019). Customer Perceptions of Service Quality in the Banking Sector. Archives of Business Research, 7(8), 169–179. http://dx.doi.org/10.14738/abr.78.6904.
Manik, A. F. I. (2019). Customer Satisfaction and Loyalty in Islamic Banking: The Role of Quality, Economic, and Image. IOP Conference Series: Materials Science and Engineering, 662(3). https://doi.org/10.1088/1757-899X/662/3/032027
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(October 2015), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Miranda, S., Tavares, P., & Queiró, R. (2018). Perceived service quality and customer satisfaction: A fuzzy set QCA approach in the railway sector. Journal of Business Research, 89(July), 371–377. https://doi.org/10.1016/j.jbusres.2017.12.040
Oliver, R. . (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: Routledge.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460. https://doi.org/10.2307/3150499
Othman, A., & Owen, L. (2001). The multi dimensionality of carter model to measure customer service quality (SQ) in Islamic banking industry: a study in Kuwait finance house. International Journal of Islamic Financial Services, 3(4), 1–12.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL?: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Jurnal of Retailing, 64(1), 12–40.
Pollack, B. L. (2014). Why do consumers stay when things are bad and leave when things are good? Journal of Relationship Marketing, 13(3), 191–206.
Pratiwi, N. P. L., & Seminari, N. K. (2015). Pengaruh Kualitas Pelayanan, Atribut Produk Islam, Dan Nilai Nasabah Terhadap Kepuasan Nasabah. E-Jurnal Manajemen Universitas Udayana, 4(5), 1422–1433. http://repository.iainkudus.ac.id/id/eprint/3018
Sari, D. A. M., & Baehaqi, I. (2021). Kepuasan Nasabah BPR Ditinjau Dari Kualitas Pelayanan Dan Citra Bank. Otonomi, 21(2), 290–297.
Sugiono. (2019). Metode Penelitian Kuantitatif, Kualitatif, Dan R & D. In Sustainability (Switzerland) (Vol. 11, Issue 1).
Sundari, E., Basri, Y. Z., Mariyanti, T., & My, Z. (2019). The Effect Of Service Quality, Bank Image, Customer Satisfaction, And Customer Attitude Mediation Role On The Loyalty Of Sharia Banking Customer In Islamic Perspective In Pekanbaru. International Journal of Economics and Management Studies, 6(8), 39–51.
Tjiptono, F. (2015). Strategi Pemasaran (Edisi Keempat). Yogyakarta: CV Andi Offset.
Usanti, T. P., & Shomad, A. (2022). Transaksi bank syariah. Bumi Aksara.
YuSheng, K., & Ibrahim, M. (2019). Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana. International Journal of Bank Marketing, 37(5), 1215–1233. https://doi.org/10.1108/IJBM-06-2018-0142
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and Strategies in Services Marketing. Journal of Marketing, 49(2), 33. https://doi.org/10.2307/1251563
Alfani, M. H., Cheumar, M., & Othman, Y. H. (2025). Product and Service Quality on Customer Satisfaction in Bank Syariah Indonesia Pekanbaru. International Journal of Academic Research in Economics and Management Sciences, 14(4), 12–23.
Copyright: © 2025 The Author(s)
Published by HRMARS (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode