Pengaruh Profesionalisme SDM dan Kualitas Layanan (Service Quality) Bank Syariah terhadap Keputusan Nasabah dalam Memilih Produk Pembiayaan Emas: Nasabah Bank Syariah Kabupaten Bogor Barat

Abstract

This study aims to determine the influence of human resource (HR) professionalism and service quality  on customer decisions in determining the choice of gold financing products at Islamic banking institutions in the West Bogor Regency area. The approach used in this study is a quantitative approach with an explanatory research design. Sampling was carried out on 100 respondents who were active customers of Islamic banks through a simple random sampling technique, covering four sub-districts, namely Leuwiliang, Ciampea, Pamijahan, and Cibungbulang. The primary data collection instrument was in the form of a structured questionnaire with a five-point Likert scale, which was further processed using multiple linear regression analysis using SPSS version 27. This result shows that simultaneously, the two independent variables together have a significant 49.4% effect on customer decisions in choosing Bank Syariah Gold Financing Products (Bank Syariah Customers of West Bogor Regency), The results of this study confirm that improving HR professionalism and optimizing service quality consistently and measurably contributes to strengthening customer decisions in choosing gold financing products in banking sharia in the West Bogor Regency area.