ANALISIS KUALITAS PELAYANAN TELLER TERHADAP KEPUASAN NASABAH PADA PERBANKAN SYARIAH: STUDI KASUS BSI KCP SUBANG OTISTA 2

Abstrak

Penelitian ini bertujuan menganalisis kualitas pelayanan teller terhadap kepuasan nasabah di Bank Syariah Indonesia (BSI) KCP Subang Otista 2. Penelitian menggunakan pendekatan kualitatif deskriptif dengan dua informan, yaitu satu teller dan satu nasabah, yang dipilih melalui teknik purposive sampling. Data primer dikumpulkan melalui wawancara semi-terstruktur dan observasi langsung pada september 2025, sedangkan data sekunder diperoleh dari studi pustaka dan dokumen kantor. Keabsahan data dijaga melalui triangulasi sumber dan triangulasi teknik. Hasil penelitian menunjukkan bahwa teller melayani nasabah dengan ramah, cepat, tepat, dan informatif sesuai prinsip syariah sehingga menumbuhkan kepercayaan nasabah. Namun, pengelolaan antrean dan optimalisasi layanan digital pada jam sibuk masih perlu ditingkatkan. Secara praktis, BSI KCP Subang Otista 2 perlu memperbaiki manajemen antrean, mendorong penggunaan kanal digital, dan menyelenggarakan pelatihan teller secara berkala. Karena jumlah informan terbatas, temuan ini tidak dimaksudkan untuk digeneralisasi.

This study aims to analyze the quality of teller service and its relation to customer satisfaction at Bank Syariah Indonesia (BSI) KCP Subang Otista 2. It employed a descriptive qualitative approach with two informants, namely one teller and one customer, selected through purposive sampling. Primary data were collected through semi-structured interviews and direct observation conducted in september 2025, while secondary data were obtained from the literature and institutional documents. Data validity was maintained through source and technique triangulation. The findings show that the teller serves customers in a friendly, fast, accurate, and informative manner in line with sharia principles, which builds customer trust. However, queue management and digital services during peak hours still need improvement. In practical terms, the bank may strengthen service quality by improving queue management, promoting digital channels, and providing periodic teller training. Because the number of informants is limited, the findings are not intended to be generalized.