Pengaruh Citra Merek, Kepercayaan, Kualitas Pelayanan dan Transparansi Informasi terhadap Kepuasan Nasabah Bank Syariah

Abstract

The development of Islamic banking in Indonesia has been significantly rapid, yet competition among banks has also intensified, requiring banks to focus on enhancing customer satisfaction. This study aims to examine the influence of brand image, trust, service quality, and information transparency on customer satisfaction at Islamic banks. This research employs a quantitative approach with a survey method. Data were collected from 120 respondents who are customers of Islamic banks in the city of Mataram, West Nusa Tenggara, using purposive sampling technique. Data analysis used multiple linear regression with SPSS 25. The results indicate that brand image, trust, service quality, and information transparency simultaneously and partially have a significant positive effect on customer satisfaction at Islamic banks. Among the four variables, service quality has the most dominant influence. These findings suggest that Islamic banks need to continuously improve the quality of their services, strengthen brand image, build customer trust, and maintain transparency of information to increase customer satisfaction and loyalty.