FAKTOR-FAKTOR YANG MEMENGARUHI KEPUTUSAN PNS INSTANSI VERTIKAL MEMILIH BANK PENERIMAAN PENDAPATAN (STUDI PADA NASABAH BANK SYARIAH INDONESIA CABANG PATI)

Aditya David Bagus Setyawan; Mahfudz Mahfudz

doi:10.29040/jap.v23i2.6898

FAKTOR-FAKTOR YANG MEMENGARUHI KEPUTUSAN PNS INSTANSI VERTIKAL MEMILIH BANK PENERIMAAN PENDAPATAN (STUDI PADA NASABAH BANK SYARIAH INDONESIA CABANG PATI)

Aditya David Bagus Setyawan, Mahfudz Mahfudz

Abstract

Indonesia merupakan Negara Muslim terbesar di Dunia, dalam hal ini menjadi pasar potensial bagi perkembangan Perbankan Syariah di Indonesia. Sejak tahun 2016, Pemerintah melalui Kementerian Keuangan telah memberikan kesempatan bagi Pegawai Negeri Sipil Instansi Vertikal untuk menyalurkan Gaji atau tunjangannya melalui Bank Umum Syariah. Pada kesempatan tersebut, Bank Syariah Indonesia selaku Bank Syariah milik Negara tengah berupaya penetrasi di lingkungan Pegawai Negeri Sipil (PNS) Instansi Vertikal untuk menggunakan Bank Syariah Indonesia sebagai Bank penerimaan pendapatan. Berdasarkan data realisasi PNS posisi Juli 2021 PNS Vertikal yang sudah menggunakan Bank Syariah Indonesia sebesar di wilayah Kabuapten Pati sebesar 5,78% dari total PNS Vertikal, realisasi ini masih jauh dari yang ditargetkan oleh Direksi Bank Syariah Indonesia sebesar 50%. Tujuan penelitian ini adalah untuk menganalisis dan menguji faktor-faktor yang memengaruhi keputusan Pegawai Negeri Sipil Vertikal dilingkungan Kabupaten Pati yang sudah memutuskan menggunakan Bank Syariah Indonesia sebagai Bank penerimaan pendapatan. Penelitian kuantitatif ini menggunakan empat variabel independen (Reputasi Bank, Invoasi Teknologi, Kompetensi Staf, Kesadaran Konsumen), tiga variabel intervening (Kepercayaan Konsumen, Kualitas Layanan, Persepsi Produk) dan satu variabel dependen (Keputusan Memilih). Teknik analisis data penelitian ini menggunakan metode SEM PLS dengan responden sebanyak 62 orang yang berasal dari PNS Vertikal di Kabupaten Pati yang sudah menggunakan Bank Syariah Indonesia sebagai penerimaan pendapatan.
Hasil penelitian menunjukkan terdapat enam faktor yang memengaruhi keputusan PNS Instansi Vertikal memutuskan menggunakan Bank Syariah Indonesia sebagai Bank penerimaan pendapatan yaitu Reputasi Bank, Kompetensi Staf Bank, Kesadaran konsumen, Kepercayaan konsumen terhadap Bank Syariah, Kualitas Layanan Bank Syariah, dan Persepsi produk Bank Syariah. Semakin banyak keenam faktor tersebut dimiliki oleh Bank Syariah Indonesia, maka semakin banyak PNS Instansi Vertikal memutuskan menggunakan Bank Syariah Indonesia sebagai Bank penerimaan pendapatan di wilayah Kabupaten Pati.

Kata Kunci : PNS Vertikal, Keputusan Memilih, Bank Syariah Indonesia

References

Ahmadi Danyali, Arezo. 2018. “Factors Influencing Customers’ Change of Behaviors from Online Banking to Mobile Banking in Tejarat Bank, Iran.” Journal of Organizational Change Management 31 (6): 1226–33. https://doi.org/10.1108/JOCM-07-2017-0269.

Ahmadirezaei, Hossein. 2011. “The Effect of Information Technology in Saderat Banking System.” Procedia - Social and Behavioral Sciences 30: 23–26. https://doi.org/10.1016/j.sbspro.2011.10.005.

Ahmed, Muhammad, Syed Ahmad Ali, Muhammad Tahir Jan, and Arif Hassan. 2020. “Development of Islamic Banks’ Brand Personality (IBBP) Model: A Conceptual Study in Malaysia.” Journal of Islamic Marketing 11 (3): 621–42. https://doi.org/10.1108/JIMA-11-2018-0210.

Aliero, Haruna Mohammed, Ibrahim Hussaini Aliero, and Sulaiman Zakariyya. 2018. “What Determines Customers ’ Choice of a Bank ? Evidence from Sokoto-Nigeria.” Journal of Banking and Finance Management 1 (1): 61–69. https://www.researchgate.net/publication/328233333.

Amin, Hanudin. 2017. “Consumer Behaviour of Islamic Home Financing: Investigating Its Determinants from the Theory of Islamic Consumer Behaviour.” Humanomics 33 (4): 517–48. https://doi.org/10.1108/H-12-2016-0102.

Amin, Muslim. 2016. “Internet Banking Service Quality and Its Implication on E-Customer Satisfaction and e-Customer Loyalty.” International Journal of Bank Marketing 34 (3): 280–306. https://doi.org/10.1108/IJBM-10-2014-0139.

Amin, Muslim, Zaidi Isa, and Rodrigue Fontaine. 2013. “Islamic Banks: Contrasting the Drivers of Customer Satisfaction on Image, Trust, and Loyalty of Muslim and Non-Muslim Customers in Malaysia.” International Journal of Bank Marketing 31 (2): 79–97. https://doi.org/10.1108/02652321311298627.

“ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN PELANGGAN DAN PENGARUHNYA TERHADAP LOYALITAS PELANGGAN•. (Studi Pada Bank BRI Demak).” 2006. Jurnal Sains Pemasaran Indonesia. https://doi.org/10.14710/jspi.v5i2.193-210.

Andaleeb, Syed Saad, Mamunur Rashid, and Quazi Akhlaqur Rahman. 2016. “A Model of Customer-Centric Banking Practices for Corporate Clients in Bangladesh.” International Journal of Bank Marketing 34 (4): 458–75. https://doi.org/10.1108/IJBM-10-2014-0156.

Buchari, Imam, Ahmad Rafiki, and Mahmood Abdullah Hadi Al Qassab. 2015. “Awareness and Attitudes of Employees towards Islamic Banking Products in Bahrain.” Procedia Economics and Finance 30 (15): 68–78. https://doi.org/10.1016/s2212-5671(15)01256-3.

Burhanudin, Burhanudin. 2022. “The Effect of Muslims’ Tendency to Regret Being Customers of Conventional Banks on Their Intention to Save Money in Islamic Banks.” Journal of Islamic Marketing 13 (5): 1050–68. https://doi.org/10.1108/JIMA-03-2020-0074.

Charag, Asif Hamid, Asif Iqbal Fazili, and Irfan Bashir. 2020. “Determinants of Consumer’s Readiness to Adopt Islamic Banking in Kashmir.” Journal of Islamic Marketing 11 (5): 1125–54. https://doi.org/10.1108/JIMA-10-2018-0182.

Chaudhary, Sanjay, Amandeep Dhir, Alberto Ferraris, and Bernando Bertoldi. 2021. “Trust and Reputation in Family Businesses: A Systematic Literature Review of Past Achievements and Future Promises.” Journal of Business Research 137 (July): 143–61. https://doi.org/10.1016/j.jbusres.2021.07.052.

Clemes, Michael D., Christopher Gan, and Dongmei Zhang. 2010. “Customer Switching Behaviour in the Chinese Retail Banking Industry.” International Journal of Bank Marketing 28 (7): 519–46. https://doi.org/10.1108/02652321011085185.

ElMassah, Suzanna, and Heba Abou-El-Sood. 2021. Selection of Islamic Banking in a Multicultural Context: The Role of Gender and Religion. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-05-2020-0160.

Farah, Maya F. 2017. “Application of the Theory of Planned Behavior to Customer Switching Intentions in the Context of Bank Consolidations.” International Journal of Bank Marketing 35 (1): 147–72. https://doi.org/10.1108/IJBM-01-2016-0003.

Ghamry, Sherif, and Hamed M. Shamma. 2020. “Factors Influencing Customer Switching Behavior in Islamic Banks: Evidence from Kuwait.” Journal of Islamic Marketing, no. 1995. https://doi.org/10.1108/JIMA-01-2020-0021.

Hati, Sri Rahayu Hijrah, Gita Gayatri, and Kenny Devita Indraswari. 2020. “Migration (Hijra) to Islamic Bank Based on Push–Pull–Mooring Theory: A Services Marketing Mix Perspective.” Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-07-2019-0157.

Hisham Yahya, Mohamed, Junaina Muhammad, and Abdul Razak Abdul Hadi. 2012. “A Comparative Study on the Level of Efficiency between Islamic and Conventional Banking Systems in Malaysia.” International Journal of Islamic and Middle Eastern Finance and Management 5 (1): 48–62. https://doi.org/10.1108/17538391211216820.

Hoque, Mohammad Enamul, Nik Mohd Hazrul Nik Hashim, and Mohammad Hafizi Bin Azmi. 2018. “Moderating Effects of Marketing Communication and Financial Consideration on Customer Attitude and Intention to Purchase Islamic Banking Products: A Conceptual Framework.” Journal of Islamic Marketing 9 (4): 799–822. https://doi.org/10.1108/JIMA-01-2017-0005.

Iqbal, Mehree, Nabila Nisha, and Mamunur Rashid. 2018. “Bank Selection Criteria and Satisfaction of Retail Customers of Islamic Banks in Bangladesh.” International Journal of Bank Marketing 36 (5): 931–46. https://doi.org/10.1108/IJBM-01-2017-0007.

Johan, Zaimy Johana, and Lennora Putit. 2016. “Conceptualizing the Influences of Knowledge and Religiosity on Islamic Credit Card Compliance.” Procedia Economics and Finance 37 (16): 480–87. https://doi.org/10.1016/s2212-5671(16)30155-1.

Kartika, Tika, Achmad Firdaus, and Mukhamad Najib. 2020. “Contrasting the Drivers of Customer Loyalty; Financing and Depositor Customer, Single and Dual Customer, in Indonesian Islamic Bank.” Journal of Islamic Marketing 11 (4): 933–59. https://doi.org/10.1108/JIMA-04-2017-0040.

Liu, Ya Fei, Hui Li, and Sai Liang. 2022. “Any Reputation Is a Good Reputation: Influence of Investor-Perceived Reputation in Restructuring on Hospitality Firm Performance.” Annals of Tourism Research 92 (38): 103327. https://doi.org/10.1016/j.annals.2021.103327.

Ltifi, Moez, Lubica Hikkerova, Boualem Aliouat, and Jameleddine Gharbi. 2016. “The Determinants of the Choice of Islamic Banks in Tunisia.” International Journal of Bank Marketing 34 (5): 710–30. https://doi.org/10.1108/IJBM-11-2014-0170.

Mahdzan, Nurul Shahnaz, Rozaimah Zainudin, and Sook Fong Au. 2017. “The Adoption of Islamic Banking Services in Malaysia.” Journal of Islamic Marketing 8 (3): 496–512. https://doi.org/10.1108/JIMA-08-2015-0064.

Manajemen, Departemen, Universitas Diponegoro, and Instrumen Pengukuran. 2017. “Perbandingan Instrumen Kuantitatif Untuk Mengukur Kualitas Layanan.” Jurnal Studi Manajemen Organisasi 14 (1): 31–40. https://doi.org/10.14710/jsmo.v14i1.15669.

Manohar, Sridhar, Amit Mittal, and Sanjiv Marwah. 2020. “Service Innovation, Corporate Reputation and Word-of-Mouth in the Banking Sector: A Test on Multigroup-Moderated Mediation Effect.” Benchmarking 27 (1): 406–29. https://doi.org/10.1108/BIJ-05-2019-0217.

Maryam, Sayeda Zeenat, Ashfaq Ahmad, Nauman Aslam, and Sadia Farooq. 2021. “Reputation and Cost Benefits for Attitude and Adoption Intention among Potential Customers Using Theory of Planned Behavior: An Empirical Evidence from Pakistan.” Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-03-2021-0059.

Osakwe, Christian Nedu, Belén Ruiz, Hayford Amegbe, Nathalie B. Chinje, Jun Hwa Cheah, and T. Ramayah. 2020. “A Multi-Country Study of Bank Reputation among Customers in Africa: Key Antecedents and Consequences.” Journal of Retailing and Consumer Services 56 (May). https://doi.org/10.1016/j.jretconser.2020.102182.

Pada, Studi, Konsumen Gofood, and D I Kota. 2020. “Analisis Pengaruh Persepsi Manfaat, Persepsi Kemudahan Penggunaan Dan Persepsi Risiko Terhadap Keputusan Pembelian Dengan Kepercayaan Sebagai Variabel Intervening (Studi Pada Konsumen Gofood Di Kota Semarang)” XIX (2): 114–25.

Rasheed, Haroon, Wang Aimin, and Ali Ahmed. 2012. “An Evaluation of Bank Customer Satisfaction in Pakistan , Comparing Foreign and Islamic Banks.” International Journal of Business and Social Science 3 (16): 177–84.

Riaz, Umair, Musafar Khan, and Naimat Khan. 2017. “An Islamic Banking Perspective on Consumers’ Perception in Pakistan.” Qualitative Research in Financial Markets 9 (4): 337–58. https://doi.org/10.1108/QRFM-03-2017-0020.

Sayani, Hameedah, and Hela Miniaoui. 2013. “Determinants of Bank Selection in the United Arab Emirates.” International Journal of Bank Marketing 31 (3): 206–28. https://doi.org/10.1108/02652321311315302.

Setiawan, Romi, Augusty Tae Ferdinand, Magister Manajemen, Universitas Diponegoro, Jurnal Sains, and Pemasaran Indonesia. 2019. “Analisis Pengalaman Wisatawan Melalui Nilai Yang Dirasakan Terhadap Keputusan Pembelian Pada Makanan Lokal Kota Semarang.” Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science) 18 (2): 124–40. https://doi.org/10.14710/jspi.v18i2.124-140.

Shome, Anamitra, Fauzia Jabeen, and Rajesh Rajaguru. 2018. “What Drives Consumer Choice of Islamic Banking Services in the United Arab Emirates?” International Journal of Islamic and Middle Eastern Finance and Management 11 (1): 79–95. https://doi.org/10.1108/IMEFM-03-2017-0066.

Siddique, Zahid. 2021. “Index for Measuring Convergence between Objectives and Practice of Islamic Banking.” International Journal of Islamic and Middle Eastern Finance and Management 14 (2): 205–29. https://doi.org/10.1108/IMEFM-09-2019-0392.

Tehulu, Tilahun Aemiro, and Gedifew Agalu Wondmagegn. 2014. “Factors Influencing Customers’ Bank Selection Decision in Ethiopia: The Case of Bahir Dar City.” Research Journal of Finance and Accounting 5 (21): 57–68.

Usman, Hardius, Prijono Tjiptoherijanto, Tengku Ezni Balqiah, and I. Gusti Ngurah Agung. 2017. “The Role of Religious Norms, Trust, Importance of Attributes and Information Sources in the Relationship between Religiosity and Selection of the Islamic Bank.” Journal of Islamic Marketing 8 (2): 158–86. https://doi.org/10.1108/JIMA-01-2015-0004.

Vyas, Vishal, and Sonika Raitani. 2014. “Drivers of Customers’ Switching Behaviour in Indian Banking Industry.” International Journal of Bank Marketing 32 (4): 321–42. https://doi.org/10.1108/IJBM-04-2013-0033.

Wahyuningsih, Wahyuningsih. 2013. “Customer Value, Satisfaction and Behavioral Intentions: The Effects of Consumer Search Behavior.” ASEAN Marketing Journal 3 (1): 1–20. https://doi.org/10.21002/amj.v3i1.2011.

Yulianto, Jony Eko, and Theda Renanita. 2019. “Dinamika Kepercayaan Relasional Pada Konsumen Bisnis E-Commerce Di Indonesia.” Jurnal Psikologi 18 (2): 264. https://doi.org/10.14710/jp.18.2.264-280.

DOI: http://dx.doi.org/10.29040/jap.v23i2.6898