ANALYSIS OF FACTORS INFLUENCING CUSTOMER INTEREST IN INDONESIAN SHARIA BANKS IN PASURUAN
Keywords:
In January 2021, three major Islamic financial institutions in Indonesia underwent a strategic merger to form Bank Syariah Indonesia (BSI). Following this consolidation, this study aims to identify the specific factors influencing customer interest in utilizing BSI for fund management and investment purposes. The research employs a qualitative methodology centered on a library research approach. The findings reveal four primary determinants of customer interest. First, superior service quality acts as a significant driver, as evidenced by a high customer satisfaction index of 92.5%, with service performance contributing 23 out of 37 total evaluation points. Second, geographical accessibility facilitates customer engagement; with a network exceeding 1,200 branches—including multiple locations in major cities and a presence in every regency—BSI ensures ease of access for both existing and potential clients. Third, high institutional credibility fosters strong customer confidence, encouraging individuals to entrust their financial assets to the bank. Lastly, the extensive and diverse range of products offered effectively addresses varied customer requirements. Ultimately, BSI has successfully adapted to the digitalization era by prioritizing continuous innovation and proactive product development.Abstract
In January 2021, three major Islamic financial institutions in Indonesia underwent a strategic merger to form Bank Syariah Indonesia (BSI). Following this consolidation, this study aims to identify the specific factors influencing customer interest in utilizing BSI for fund management and investment purposes. The research employs a qualitative methodology centered on a library research approach. The findings reveal four primary determinants of customer interest. First, superior service quality acts as a significant driver, as evidenced by a high customer satisfaction index of 92.5%, with service performance contributing 23 out of 37 total evaluation points. Second, geographical accessibility facilitates customer engagement; with a network exceeding 1,200 branches—including multiple locations in major cities and a presence in every regency—BSI ensures ease of access for both existing and potential clients. Third, high institutional credibility fosters strong customer confidence, encouraging individuals to entrust their financial assets to the bank. Lastly, the extensive and diverse range of products offered effectively addresses varied customer requirements. Ultimately, BSI has successfully adapted to the digitalization era by prioritizing continuous innovation and proactive product development.
