Pengaruh Pengetahuan, Persepsi, dan Kepuasan terhadap Loyalitas Anggota BMT Asy-Syafi’iyah Berkah Nasional

https://doi.org/10.35912/simo.v6i1.3562
Published: Apr 17, 2025

Abstract:

Purpose: This research aims to find the influence of khowledge, perception, and satisfaction on the loyalty of the BMT Asy-Syafi’iyah Berkah Nasional members.

Methodology/approach: This research applies a quantitative method and field-research approach. The data is obtained from literature by reading journals, books, websites and any written sources as preliminary data for the research. In addition, it also uses observation and interviews. The primary data is obtained from questionnaires sent to members of BMT Asy-Syafi’iyah Berkah Nasional.

Results/findings: The first independent variable, knowledge, has a positive and significant effect on loyalty partially. The second independent variable, perception, has a positive and significant effect on loyalty partially. The third independent variable, satisfaction, has a positive and significant effect on loyalty partially. Simultaneously, knowledge, perception, and satisfaction have a positive and significant effect on the loyalty of BMT Asy-Syafi’iyah Berkah Nasional.

Conclusion: The result of the t-test (partial) using t count on the knowledge variable (X1) is 3.717 and t table is 3.182. So, t count > t count (3.182 > 3.717).

Limitations: Only three independent variables were analyzed for this research, while there are more than three variables. In addition, the research only analyses statistical data and it needs deeper analyses to get better results.

Contribution: Results of this research are expected to give better perspectives on which factors actually influence loyalty of members of BMT Asy-Syafi’iyah. Finally, by knowing this result, the management will get better perspective on which ones should be improved to get better performance of the company.

Keywords:
1. Knowledge
2. Perception
3. Satisfaction
4. Loyalty
5. BMT
6. non-bank financial institution
Authors:
1 . Wiwit Tabah Santoso
2 . Desmon Desmon
3 . Andi Surya
4 . M. Renandi Ekatama
5 . Hasbullah Hasbullah
6 . Susi Indriyani
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How to Cite
Santoso, W. T., Desmon, D. ., Surya, A. ., Ekatama, M. R. ., Hasbullah, H. ., & Indriyani, S. . (2025). Pengaruh Pengetahuan, Persepsi, dan Kepuasan terhadap Loyalitas Anggota BMT Asy-Syafi’iyah Berkah Nasional. Studi Ilmu Manajemen Dan Organisasi, 6(1), 173–186. https://doi.org/10.35912/simo.v6i1.3562
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Vol. 6 No. 1 (2025): April
Articles
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    Mubarok, A. R., & Hidayat, R. (2024). Analisis Strategi Pemasaran untuk Meningkatkan Enquiry Penjualan Ekspor Petikemas di PT. Samudera Indonesia Mubarok, Alfina Rahma Nazilal; Hidayat, Rusdi (Marketing Strategy Analysis to Increase Container Export Sales Inquiry at PT. Indonesian Ocean) . Studi Akuntansi, Keuangan, dan Manajemen , 95-105.

    Nur Hidayatul Istiqomah, A. M. (2021). "Religiusitas dan Persepsi Nasabah dalam Memilih . JIB: Jurnal Perbankan Syariah Volume: 01 Nomor: 2, 73-78.

    Nurul Fitrianis Naini, S. S. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty . Journal of Consumer Sciences 7(1), 34-50 . https://doi.org/10.29244/jcs.7.1.34-50

    Pitino, Y., & Susanti, N. (2024). Pengaruh Persepsi Harga, Citra Merek dan Promosi Terhadap Keputusan Pembelian Produk Belikopi di Merr Pandugo Surabaya (The Influence of Price Perception, Brand Image and Promotion on Purchase Decisions for Belikopi Products at Merr Pandugo Surabaya) . Studi Akuntansi, Keuangan, dan Manajemen, 131-142 .

    Rahmah Riandini, H. B. (2023). Pengaruh Kepercayaan Merek, Kualitas Produk, Persepsi Kewajaran Harga terhadap Loyalitas Pelanggan Vans. Jurnal Manajerial dan Kewirausahaan Vol. 05, No. 01, 202-211.

    Risal, M., Ramadhani, M., Arianto, D., Dewa, B. F., Yusuf, A. R., & Harahap, B. (2024). Pengaruh Brand Experience terhadap Brand Loyalty Pengguna Yamaha Nmax melalui Brand Trust dan Brand Satisfaction (The Influence of Brand Experience on Yamaha Nmax User Brand Loyalty Through Brand Trust and Brand Satisfaction) . Studi Akuntansi, Keuangan, dan Manajemen, 181-192 .

    Riska Nuari, D. L. (2023). Pengaruh Pengetahuan, Religiusitas, dan Kualitas Pelayanan terhadap Loyalitas Nasabah pada Bank Sumsel Babel Syariah KCP UIN Raden Fatah Palembang. Journal Of Economis and Business Vol.1 No. 2, 85-95.

    Rizwan Ullah Khan, Y. S. (2020). "The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer. Journal of Relationship Marketing, 1-27.

    Roni Andespa, Y. H. (2023). Citra Merek, Nilai Persepsi, Kesadaran Merek, Kepercayaan Nasabah, dan Loyalitas Nasabah pada Perbankan Syariah . Jurnal Ekonomi & Ekonomi Syariah Vol 6 No 2, 2301-2316. https://doi.org/10.36778/jesya.v6i2.1266

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    Wafiq Fitria Ashilah, Z. M. (2024). Pengaruh Kualitas Pelayanan dan Brand Image terhadap Loyalitas Nasabah Bank Muamalat dengan Pengetahuan Produk sebagai Variabel Moderasi. Jurnal Tabarru’ : Islamic Banking and Finance Volume 7 Nomor 1, 1-13. https://doi.org/10.25299/jtb.2024.vol7(1).15045

    Yustianto, B. P., & Syarif, A. (2024). The Effect of Marketing Mix on Decisions to Purchase Oppo Brand Smartphones at Plaza Simpur Center in Bandar Lampung . Studi Akuntansi, Keuangan, dan Manajemen , 169-179. https://doi.org/10.35912/sakman.v4i1.3291

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  2. Abdullah Shodiq, P. (2023). Customer Loyalty to The Sharia Microfinance Institution in Indonesia . Jurnal Ilmiah Ekonomi Islam, 9(03), 3424-3432. http://dx.doi.org/10.29040/jiei.v9i3.9901
  3. Adib Susilo, S. M. (2023). The Relationship between Islamic Business Ethics and Customer Retention: Evidence from Sharia Bank in Ponorogo. el Barka: Journal of Islamic Economics and Business Vol. : 6 (1), 79-107. https://doi.org/10.21154/elbarka.v6i1.3979
  4. Alfia Febriatu Sholikhah, H. (2023). Pengaruh Kualitas Layanan, Kualitas Produk dan Harga terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Mie Gacoan di Bekasi Timur. JURNAL ECONOMINA Volume 2, Nomor 2, 692-708. https://doi.org/10.55681/economina.v2i2.352
  5. Anisa Nuri Lutfiani, M. F. (2022). Pengaruh Kepercayaan Dan Pelayanan Terhadap Loyalitas Nasabah . Jamasy: Jurnal Akuntansi, Manajemen & Perbankan Syariah Volume 2 Nomer 3, 50-64. https://doi.org/10.32699/jamasy.v2i3.2917
  6. Cantika Cahyaning Pangastuti, E. T. (2023). Pengaruh e-WoM Dan Pengetahuan Terhadap Kepuasan Pelanggan Serta Dampaknya Pada Loyalitas Terhadap Pelanggan Produk Scarlett (Studi Pada Pelanggan Scarlett di Kota Pati) . Management Studies and Entrepreneurship Journal Vol 4(3), 2386-2395. https://doi.org/10.37385/msej.v4i3.1541
  7. DAM, S. M. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business Vol 8 No 3, 0585–0593 . https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
  8. Dieby, P. A. (2023). Pengaruh Kualitas Pelayanan, Citra Merek dan Persepsi Risiko terhadap Loyalitas melalui Kepuasaan Tamu yang Menginap pada Masa Pandemi Covid-19 di Hotel Accor Group Bali. JIMPS: Jurnal Ilmiah Mahasiswa Pendidikan Sejarah, 8 (4), 5104-5117 .
  9. Endah, K. N., & Artaningrum, R. G. (2024). Penerapan Strategi Pemasaran untuk Meningkatkan Penjualan Mobil Bekas di Heaven Motor (Implementation of Marketing Strategy to Increase Second Car Sales at Heaven Motor). Studi Akuntansi, Keuangan, dan Manajemen, 69-79. https://doi.org/10.35912/sakman.v4i1.3166
  10. Fiqri Satria Eka Nugraha, D. A. (2023). Pengaruh Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti Vol. 3 No. 1, 1911-1924. http://dx.doi.org/10.25105/jet.v3i1.16124
  11. Ibnu Haris Nasution, A. F. (2022). Pengaruh Kualitas Produk, Promosi dan Kualitas Pelayanan Terhadap Loyalitas Nasabah di PT. Bank Rakyat Indonesia KCP Kota Wisata Kabupaten Bogor . Portofolio Jurnal Manajemen dan Bisnis Vol. 1 No. 2, 123-132.
  12. Ifatul Muzarkosah, W. S. (2022). Pengaruh Kualitas Pelayanan dan Brand Image terhadap Loyalitas Nasabah dengan Pengetahuan Produk sebagai Variabel Moderasi. Jurnal Nisbah Vol. 8 No. 1, 1-11.
  13. Intan Muliana Rhamdhani, S. R. (2023). The Effects of Religiosity, Trust, Intimacy toward Commitment and Customer Loyalty at Shariah Microfinance. Jurnal Aplikasi Bisnis dan Manajemen (JABM), Vol. 9 No. 2, 492-500. https://doi.org/10.17358/jabm.9.2.492
  14. Kefas Caesar Pradata, S. P. (2022). Pengaruh Relationship Marketing dan Service Performance terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Mediasi. Jurnal Magisma Vol. X No. 1, 91-106. https://doi.org/10.35829/magisma.v10i1.116
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  17. Maheswari Dewi Ayu Larasati, L. H. (2022). Pengaruh Spiritualitas Dan Pengetahuan Perbankan Syariah Pada Loyalitas Nasabah Bank Non Syariah. Jurnal Pendidikan Akuntansi (JPAK) Vol. 10 No. 2, 194-204. https://doi.org/10.26740/jpak.v10n2.p194-204
  18. Mir'atul Hardiniawati, A. A. (2023). Influence Sharia Compliance, Relational Marketing, and Service Excellent to Customer loyalty: Customer Satisfaction as Intervening Variable in Bank Muamalat Indonesia. Annual International Conference on Islamic Economics and Business Vol 3, 85-94.
  19. Mubarok, A. R., & Hidayat, R. (2024). Analisis Strategi Pemasaran untuk Meningkatkan Enquiry Penjualan Ekspor Petikemas di PT. Samudera Indonesia Mubarok, Alfina Rahma Nazilal; Hidayat, Rusdi (Marketing Strategy Analysis to Increase Container Export Sales Inquiry at PT. Indonesian Ocean) . Studi Akuntansi, Keuangan, dan Manajemen , 95-105.
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  21. Nurul Fitrianis Naini, S. S. (2022). The Effect of Product Quality, Service Quality, Customer Satisfaction on Customer Loyalty . Journal of Consumer Sciences 7(1), 34-50 . https://doi.org/10.29244/jcs.7.1.34-50
  22. Pitino, Y., & Susanti, N. (2024). Pengaruh Persepsi Harga, Citra Merek dan Promosi Terhadap Keputusan Pembelian Produk Belikopi di Merr Pandugo Surabaya (The Influence of Price Perception, Brand Image and Promotion on Purchase Decisions for Belikopi Products at Merr Pandugo Surabaya) . Studi Akuntansi, Keuangan, dan Manajemen, 131-142 .
  23. Rahmah Riandini, H. B. (2023). Pengaruh Kepercayaan Merek, Kualitas Produk, Persepsi Kewajaran Harga terhadap Loyalitas Pelanggan Vans. Jurnal Manajerial dan Kewirausahaan Vol. 05, No. 01, 202-211.
  24. Risal, M., Ramadhani, M., Arianto, D., Dewa, B. F., Yusuf, A. R., & Harahap, B. (2024). Pengaruh Brand Experience terhadap Brand Loyalty Pengguna Yamaha Nmax melalui Brand Trust dan Brand Satisfaction (The Influence of Brand Experience on Yamaha Nmax User Brand Loyalty Through Brand Trust and Brand Satisfaction) . Studi Akuntansi, Keuangan, dan Manajemen, 181-192 .
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  26. Rizwan Ullah Khan, Y. S. (2020). "The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer. Journal of Relationship Marketing, 1-27.
  27. Roni Andespa, Y. H. (2023). Citra Merek, Nilai Persepsi, Kesadaran Merek, Kepercayaan Nasabah, dan Loyalitas Nasabah pada Perbankan Syariah . Jurnal Ekonomi & Ekonomi Syariah Vol 6 No 2, 2301-2316. https://doi.org/10.36778/jesya.v6i2.1266
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  33. Utami, V. W. (2023). The Guide Book of SPSS - Cara Mudah dan Cepat Mengolah Data Penelitian dengan SPSS. Bantul: Anak Hebat Indonesia.
  34. Wafiq Fitria Ashilah, Z. M. (2024). Pengaruh Kualitas Pelayanan dan Brand Image terhadap Loyalitas Nasabah Bank Muamalat dengan Pengetahuan Produk sebagai Variabel Moderasi. Jurnal Tabarru’ : Islamic Banking and Finance Volume 7 Nomor 1, 1-13. https://doi.org/10.25299/jtb.2024.vol7(1).15045
  35. Yustianto, B. P., & Syarif, A. (2024). The Effect of Marketing Mix on Decisions to Purchase Oppo Brand Smartphones at Plaza Simpur Center in Bandar Lampung . Studi Akuntansi, Keuangan, dan Manajemen , 169-179. https://doi.org/10.35912/sakman.v4i1.3291
  36. Yuswari Nur, S. B. (2023). The Influence of Bank Image, Accessibility, and Customer Relationship Management on Customer Satisfaction and Loyalty at Islamic Banks in Makassar City. International Journal of Professional Business Review, 1-34. http://dx.doi.org/10.26668/businessreview/2023.v8i9.3640