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Abstract
Introduction
Customer satisfaction is important aspect for an insurance company, including sharia, to succeed. For sharia insurance company many factors can lead to customer satisfaction including religiosity.
Objectives
This research aims to analyze the influence of religiosity, service and premium rates on customer satisfaction with sharia insurance purchasing decisions as an intervening variable at the Askrida Syariah insurance company, Medan Branch.
Method
This research method is a path analysis method with a quantitative approach. The population in this study were customers who joined the Medan Branch of the Askrida Syariah Insurance Company. Samples were taken at random (random sampling) by distributing questionnaires to 100 respondents of Askrida Syariah insurance customers, Medan Branch, using the Slovin formula. The data collection method uses two approaches, namely the library approach and distributing questionnaires. The data analysis technique used in this approach is PLS with the SmartPLS program Version 3.2.8.
Results
The research results show that religiosity and service have a positive and significant impact on customer satisfaction, while premium rates have a negative and insignificant impact. Religiosity and service have a negative and insignificant effect on customer satisfaction through sharia insurance decisions, while premium rates have a positive and significant effect.
Implications
Insurance companies need to increase customer satisfaction, this can be done by building the concept of religiosity, especially sharia insurance, this is done to increase customer and prospective customer trust in the insurance program provided.
Originality/Novelty
This research contributes to the development of the sharia insurance business which prioritizes the dimensions of religiosity, service and premium rates.
Keywords
Article Details
Copyright (c) 2023 Ami Radianti, Nur Ahmadi Bi Rahmani, Ahmad Muhaisin B. Syarbaini
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References
Aristyanto, E., Putra, A. P., & Riduwan. (2021). Pengaruh religiusitas, pelayanan dan tarif premi terhadap kepuasan nasabah asuransi syariah dengan minat berasuransi syariah sebagai variabel intervening di perusahaan asuransi syariah cabang Surabaya [The influence of religiosity, service and premium rates on satisfaction of sharia insurance customers with interest in sharia insurance as intervening variables in sharia insurance companies Surabaya branch]. Perisai : Islamic Banking and Finance Journal, 5(2), 170–184. https://doi.org/10.21070/perisai.v5i2.1508
Endang, S. W., & Wirman, W. (2022). Analisis pembayaran premi pada asuransi syariah [Analysis of premium payments on sharia insurance]. COMPETITIVE Jurnal Akuntansi dan Keuangan, 6(1), 58–65. https://doi.org/10.31000/competitive.v6i1.4368
Firnanti, I. Y. (2019). Pengaruh, religiusitas, dan word of mouth (WoM) terhadap keputusan nasabah memilih Asuransi Unit Syariah Prudential [Influence, religiosity, and word of mouth (WoM) on customers’ decisions to choose Prudential Sharia Unit Insurance] [Undergraduate thesis, Universitas Islam Negeri Syarif Hidayatullah]. https://repository.uinjkt.ac.id/dspace/handle/123456789/49958
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 [Partial Least Squares: Concepts, techniques and applications using the SmartPLS 3.0 program]. Badan Penerbit Undip. https://openlibrary.telkomuniversity.ac.id/pustaka/117046/partial-least-squares-konsep-teknik-dan-aplikasi-menggunakan-program-smartpls-3-0-2-e-.html
Kazaure, M. A. (2019). Extending the Theory of Planned Behavior to explain the role of awareness in accepting Islamic health insurance (takaful) by microenterprises in northwestern Nigeria. Journal of Islamic Accounting and Business Research, 10(4), 607–620. https://doi.org/10.1108/JIABR-08-2017-0113
Marpaung, M., Ridwan, M., Sriani, S., & Silalahi, P. R. (2021). Analisis moderasi religiusitas pada pengaruh pendidikan, pengalaman dan motivasi terhadap kinerja pegawai Pemprov Sumut [Moderation analysis of religiosity on the influence of education, experience and motivation on the performance of North Sumatra Provincial Government employees]. Jurnal Ilmiah Ekonomi Islam, 7(2), 669–678. https://doi.org/10.29040/jiei.v7i2.2152
Misna. (2018). Pengaruh kualitas layanan terhadap kepuasan nasbah bertansaksi pada PT. Bank Rakyat Indonesia (Persero), Tbk. Cabang Kabupaten Barru [The influence of service quality on customer satisfaction with transactions at PT. Bank Rakyat Indonesia (Persero), Tbk. Barru Regency Branch] [Undergraduate thesis, Universitas Muhammadiyah Makassar]. https://digilibadmin.unismuh.ac.id/upload/3462-Abstrak.pdf
Nurhadi, N. (2018). Konsep pelayanan perspektif ekonomi syariah [Sharia economic perspective service concept]. EkBis: Jurnal Ekonomi Dan Bisnis, 2(2), 137–150. https://doi.org/10.14421/EkBis.2018.2.2.1100
Nurhajijah, S., Dewi, I. R., & Aisy, R. (2022). The influence of service quality and store atmosphere on customer satisfaction at vocational high school business center in Cirebon. Manajemen Bisnis, 12(01), 52–61. https://doi.org/10.22219/mb.v12i01.15481
Pangarso, P. P. (2018). Analisis pengaruh kualitas pelayanan dan religiusitas terhadap kepuasan dan loyalitas nasabah koperasi simpan pinjam dan pembiayaan syariah (KSPPS) di Yogyakarta [Analysis of the influence of service quality and religiosity on customer satisfaction and loyalty of savings and loan cooperatives and sharia financing in Yogyakarta] [Master thesis, Universitas Islam Indonesia]. https://dspace.uii.ac.id/handle/123456789/13720
Pratiwi, Y. A., Sissah, H., & Noor, F. S. (2023). Pengaruh kualitas pelayanan dan tarif premi terhadap kepuasan nasabah asuransi syari’ah (Studi pada PT Asuransi Jiwa Ayariah Al—Amin) [The influence of service quality and premium rates on sharia insurance customer satisfaction (Study at PT Asuransi Jiwa Ayariah Al—Amin)]. Journal of Student Research, 1(5), 253–270. https://doi.org/10.55606/jsr.v1i5.1719
Rangkuti, F. (2017). Analisis SWOT teknik membedah kasus bisnis [SWOT analysis techniques dissect business cases] (23rd edition). Gramedia Pustaka Utama.
Sarah, S. F., & Artanti, Y. (2020). Pengaruh religiusitas dan kelompok referensi terhadap keputusan pembelian [The influence of religiosity and reference groups on purchasing decisions]. Bisnis : Jurnal Bisnis Dan Manajemen Islam, 8(1), 37–48. https://doi.org/10.21043/bisnis.v8i1.6732
Siahaan, S. D., Sibarani, T. N., & Ginting, N. (2021). Pengaruh promosi, kualitas pelayanan dan harga premi terhadap kepuasan nasabah pada PT. Asuransi Jiwasraya (Persero) ASC Medan Utara [The influence of promotions, service quality and premium prices on customer satisfaction at PT. Jiwasraya Insurance (Persero) ASC North Medan]. Jurnal Manajemen Terapan Dan Keuangan, 10(3), 472–484. https://doi.org/10.22437/jmk.v10i03.13258
Sugiyono. (2018). Metode penelitian kuantitatif [Quantitative research methods]. Alfabeta.
Tuhin, Md. K. W., Miraz, M. H., Habib, Md. M., & Alam, Md. M. (2020). Strengthening consumers’ halal buying behaviour: Role of attitude, religiosity and personal norm. Journal of Islamic Marketing, 13(3), 671–687. https://doi.org/10.1108/JIMA-07-2020-0220
Vristiyana, V. M. (2019). Pengaruh religiusitas dan pengetahuan produk halal terhadap penilaian produk halal dan minat pembelian produk halal (Studi kasus pada industri makanan) [The influence of religiosity and knowledge of halal products on the assessment of halal products and intention to purchase halal products (Case study in the food industry)]. Jurnal Ekonomi dan Bisnis, 20(1), 85–100. https://doi.org/10.30659/ekobis.20.1.85-100
References
Aristyanto, E., Putra, A. P., & Riduwan. (2021). Pengaruh religiusitas, pelayanan dan tarif premi terhadap kepuasan nasabah asuransi syariah dengan minat berasuransi syariah sebagai variabel intervening di perusahaan asuransi syariah cabang Surabaya [The influence of religiosity, service and premium rates on satisfaction of sharia insurance customers with interest in sharia insurance as intervening variables in sharia insurance companies Surabaya branch]. Perisai : Islamic Banking and Finance Journal, 5(2), 170–184. https://doi.org/10.21070/perisai.v5i2.1508
Endang, S. W., & Wirman, W. (2022). Analisis pembayaran premi pada asuransi syariah [Analysis of premium payments on sharia insurance]. COMPETITIVE Jurnal Akuntansi dan Keuangan, 6(1), 58–65. https://doi.org/10.31000/competitive.v6i1.4368
Firnanti, I. Y. (2019). Pengaruh, religiusitas, dan word of mouth (WoM) terhadap keputusan nasabah memilih Asuransi Unit Syariah Prudential [Influence, religiosity, and word of mouth (WoM) on customers’ decisions to choose Prudential Sharia Unit Insurance] [Undergraduate thesis, Universitas Islam Negeri Syarif Hidayatullah]. https://repository.uinjkt.ac.id/dspace/handle/123456789/49958
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 [Partial Least Squares: Concepts, techniques and applications using the SmartPLS 3.0 program]. Badan Penerbit Undip. https://openlibrary.telkomuniversity.ac.id/pustaka/117046/partial-least-squares-konsep-teknik-dan-aplikasi-menggunakan-program-smartpls-3-0-2-e-.html
Kazaure, M. A. (2019). Extending the Theory of Planned Behavior to explain the role of awareness in accepting Islamic health insurance (takaful) by microenterprises in northwestern Nigeria. Journal of Islamic Accounting and Business Research, 10(4), 607–620. https://doi.org/10.1108/JIABR-08-2017-0113
Marpaung, M., Ridwan, M., Sriani, S., & Silalahi, P. R. (2021). Analisis moderasi religiusitas pada pengaruh pendidikan, pengalaman dan motivasi terhadap kinerja pegawai Pemprov Sumut [Moderation analysis of religiosity on the influence of education, experience and motivation on the performance of North Sumatra Provincial Government employees]. Jurnal Ilmiah Ekonomi Islam, 7(2), 669–678. https://doi.org/10.29040/jiei.v7i2.2152
Misna. (2018). Pengaruh kualitas layanan terhadap kepuasan nasbah bertansaksi pada PT. Bank Rakyat Indonesia (Persero), Tbk. Cabang Kabupaten Barru [The influence of service quality on customer satisfaction with transactions at PT. Bank Rakyat Indonesia (Persero), Tbk. Barru Regency Branch] [Undergraduate thesis, Universitas Muhammadiyah Makassar]. https://digilibadmin.unismuh.ac.id/upload/3462-Abstrak.pdf
Nurhadi, N. (2018). Konsep pelayanan perspektif ekonomi syariah [Sharia economic perspective service concept]. EkBis: Jurnal Ekonomi Dan Bisnis, 2(2), 137–150. https://doi.org/10.14421/EkBis.2018.2.2.1100
Nurhajijah, S., Dewi, I. R., & Aisy, R. (2022). The influence of service quality and store atmosphere on customer satisfaction at vocational high school business center in Cirebon. Manajemen Bisnis, 12(01), 52–61. https://doi.org/10.22219/mb.v12i01.15481
Pangarso, P. P. (2018). Analisis pengaruh kualitas pelayanan dan religiusitas terhadap kepuasan dan loyalitas nasabah koperasi simpan pinjam dan pembiayaan syariah (KSPPS) di Yogyakarta [Analysis of the influence of service quality and religiosity on customer satisfaction and loyalty of savings and loan cooperatives and sharia financing in Yogyakarta] [Master thesis, Universitas Islam Indonesia]. https://dspace.uii.ac.id/handle/123456789/13720
Pratiwi, Y. A., Sissah, H., & Noor, F. S. (2023). Pengaruh kualitas pelayanan dan tarif premi terhadap kepuasan nasabah asuransi syari’ah (Studi pada PT Asuransi Jiwa Ayariah Al—Amin) [The influence of service quality and premium rates on sharia insurance customer satisfaction (Study at PT Asuransi Jiwa Ayariah Al—Amin)]. Journal of Student Research, 1(5), 253–270. https://doi.org/10.55606/jsr.v1i5.1719
Rangkuti, F. (2017). Analisis SWOT teknik membedah kasus bisnis [SWOT analysis techniques dissect business cases] (23rd edition). Gramedia Pustaka Utama.
Sarah, S. F., & Artanti, Y. (2020). Pengaruh religiusitas dan kelompok referensi terhadap keputusan pembelian [The influence of religiosity and reference groups on purchasing decisions]. Bisnis : Jurnal Bisnis Dan Manajemen Islam, 8(1), 37–48. https://doi.org/10.21043/bisnis.v8i1.6732
Siahaan, S. D., Sibarani, T. N., & Ginting, N. (2021). Pengaruh promosi, kualitas pelayanan dan harga premi terhadap kepuasan nasabah pada PT. Asuransi Jiwasraya (Persero) ASC Medan Utara [The influence of promotions, service quality and premium prices on customer satisfaction at PT. Jiwasraya Insurance (Persero) ASC North Medan]. Jurnal Manajemen Terapan Dan Keuangan, 10(3), 472–484. https://doi.org/10.22437/jmk.v10i03.13258
Sugiyono. (2018). Metode penelitian kuantitatif [Quantitative research methods]. Alfabeta.
Tuhin, Md. K. W., Miraz, M. H., Habib, Md. M., & Alam, Md. M. (2020). Strengthening consumers’ halal buying behaviour: Role of attitude, religiosity and personal norm. Journal of Islamic Marketing, 13(3), 671–687. https://doi.org/10.1108/JIMA-07-2020-0220
Vristiyana, V. M. (2019). Pengaruh religiusitas dan pengetahuan produk halal terhadap penilaian produk halal dan minat pembelian produk halal (Studi kasus pada industri makanan) [The influence of religiosity and knowledge of halal products on the assessment of halal products and intention to purchase halal products (Case study in the food industry)]. Jurnal Ekonomi dan Bisnis, 20(1), 85–100. https://doi.org/10.30659/ekobis.20.1.85-100