PENGARUH KUALITAS PELAYANAN DAN CORPORATE SOCIAL RESPONSIBIITY (CSR) TERHADAP CITRA BMT NU JAWA TIMUR
Keywords:
BMT NU, Service Quality, Corporate Social Responsibility, Institutional Image, Islamic Microfinance
Abstract
This study analyzes the influence of Service Quality and Corporate Social Responsibility (CSR) on the formation of the Image of BMT NU East Java as a sharia microfinance institution. Grounded in SERVQUAL theory (Parasuraman et al., 1988), CARTER model for Islamic banking (Othman & Owen, 2001), and Carroll's CSR framework (1991), the research addresses challenges in building positive institutional image for sustainable growth. This quantitative study uses a field approach with incidental sampling techniques on 100 respondents from among Islamic boarding school students who are customers of BMT NU East Java. Data were analyzed using validity tests, reliability tests, classical assumption tests, multiple linear regressions, and hypothesis tests through SPSS Statistics 26. The findings reveal that both service quality and corporate social responsibility demonstrate statistically significant positive influences on institutional image formation. Service quality emerges as a critical determinant in shaping customer perceptions, while CSR programs contribute substantially to building trust and credibility. The combined effect of these variables explains the vast majority of institutional image variance, indicating their strategic importance for BMT sustainability and growth. Practically, findings suggest BMT managers should prioritize Islamic finance service training and implement community-focused CSR programs to enhance institutional reputation and competitive positioning in the Islamic microfinance sector.
References
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Alhejaili, M. (2025). Harmonising derivatives with Shari’ah: ethical practices and regulatory insights. International Journal of Islamic and Middle Eastern Finance and Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/IMEFM-03-2024-0163/FULL/PDF.
Ali Imron, & Rizka Ariyanti. (2023). The Influence Of Service Quality, Customer Relationship Management (CRM) And Brand Image On Customer Loyalty With Customer Satisfaction As An Intervening Variable. International Conference on Digital Advance Tourism, Management and Technology, 1(1), 103–117. https://doi.org/10.56910/ictmt.v1i1.54.
Aljarah, A., Emeagwali, L., Ibrahim, B., & Ababneh, B. (2020). Does corporate social responsibility really increase customer relationship quality? A meta-analytic review. Soc Responsib J, 16(1), 28–49. https://doi.org/10.1108/srj-08-2018-0205.
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627.
Aramburu, I. A., & Pescador, I. G. (2019). The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country. Journal of Business Ethics, 154(3), 701–719. https://doi.org/10.1007/s10551-017-3438-1.
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Farook, S. (2007). On corporate social responsibility of Islamic financial institutions. Islamic Economic Studies, 15(1), 31–46. http://kantakji.com/fiqh/Files/Economics/436.pdf.
Fatma, M., Rahman, Z., & Khan, I. (2015). Building company reputation and brand equity through CSR: the mediating role of trust. International Journal of Bank Marketing, 33(6), 840–856. https://doi.org/10.1108/IJBM-11-2014-0166.
Gunawan, R. (2023). Pengaruh Kualitas Pelayanan Dan Produk Kur Mikro Terhadap Kepuasan Nasabah di BSI Outlet Kepahiang. Prodi Studi Perbankan Syariah Fakultas Syariah Dan Ekonomi Islam IAIN Curup. http://e-theses.iaincurup.ac.id/2953/.
Hanifan, L. J. (1916). The rural school community center. The Annals of the American Academy of Political and Social Science, 67(1), 130–138.
Hasibuan, zuhria husnia. (2018). Pengaruh Disiplin Kerja , Stres Kerja Dan Motivasi Kerja Terhadap Kinerja Pegawai Dinas Tenaga Kerja Padang Lawas. Skripsi FAKULTAS EKONOMI DAN BISNIS ISLAM UNIVERSITAS ISLAM NEGERI SUMATERA UTARA. http://repository.uinsu.ac.id/id/eprint/5144.
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Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595–604. https://doi.org/10.1108/JIMA-07-2015-0049.
Marhania, S., Arina Pramudita, L., Lestari, S. P., Jasmiko, A., Ardianty, A., Syauqi, W., & Sartika, B. (2024). Perbandingan Perlindungan Harta (Hifdz Al-Mal) Antara Perbankan Syariah Dan Konvensional. Jurnal.Dokicti.Org, 2(1). https://jurnal.dokicti.org/index.php/ECONIS/article/view/468.
Nguyen, N., & Leblanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: An investigation in financial services. International Journal of Bank Marketing, 16(2), 52–65. https://doi.org/10.1108/02652329810206707.
Ningrum, I. C. (2024). Implementasi Corporate Social Responsibility Pada KSPPS BMT NU Jawa Timur Cabang Kadur Pamekasan Dalam Meningkatkan Citra Perusahaan.
Novarianto, F., Hamid, D., & Mawardi, M. (2017). Pengaruh Corporate Social Responbility (CSR) Terhadap Citra Perusahaan PT. Beiersdorf Indonesia (Studi pada Pengunjung Merbabu Family Park Kota Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 42(2), 51–58 https://www.neliti.com/publications/87700/pengaruh-corporate-social-responsibility-csr-terhadap-citra-perusahaan-pt-beiers.
Oktaviana, B., Bisnis, G. P.-J. I. A. D., & 2020, undefined. (2020). PENGARUH PENERAPAN CORPORATE SOCIAL RESPONSIBILITY, SERVICE QUALITY (KUALITAS PELAYANAN), LOYALITAS NASABAHTERHADAP. Journal.Undiknas.Ac.IdB Oktaviana, GD PrenaJurnal Ilmiah Akuntansi Dan Bisnis, 2020•journal.Undiknas.Ac.Id, 5(1), 2528–1216. https://journal.undiknas.ac.id/index.php/akuntansi/article/view/2424.
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Parasuraman, A., Details, P. author, & ; Zeithaml, Valarie A; Berry, L. L. (2017). Servqual: A Multiple-Item Scale For Measuring Consumer Perc - ProQuest. Journal of Retailing, 9(10), 1–13. https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837.
Pérez, A., & del Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, Satisfaction and type of company. Journal of Services Marketing, 29(1), 15–24. https://doi.org/10.1108/JSM-10-2013-0272/FULL/HTML.
Priyatno, Dwi. (2013). Analisis Korelasi, Regresi dan Multivariat dengan SPSS, (Yogyakarta: Gava Media).
Qurratul Aini, Farid Firmansyah, & Fahrurrozi. (2021). Pengaruh Corporate Social Responsibility Terhadap Corporate Image Di Kspps Bmt Nu Jawa Timur Cabang Pakong. Revenue : Jurnal Ekonomi Pembangunan Dan Ekonomi Islam, 4(01), 28–40. https://doi.org/10.56998/jr.v4i01.34.
Ristina Dwi Astuti, & Heni Susilowati. (2022). Pengaruh Csr (Corporate Social Responsibility) Terhadap Citra Perusahaan Yuditex Di Polokarto. Manajemen, 2(2), 177–185. https://doi.org/10.51903/manajemen.v2i2.184.
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017). Quality and image of banking services: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 35(6), 878–902. https://doi.org/10.1108/IJBM-08-2016-0111.
Sen, S., & Bhattacharya, C. B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 38(2), 225–243. https://doi.org/10.1509/jmkr.38.2.225.18838.
Shafie, S., Azmi, W. N. W., & Haron, S. (2004). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Bank Islam Malaysia Berhad. Journal of Muamalat and Islamic Finance Research, 1(1), 1–12. http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:ADOPTING+AND+MEASURING+CUSTOMER+SERVICE+QUALITY+IN+ISLAMIC+BANKS+:+A+Case+Study+of+Bank+Islam+Malaysia+Berhad#0.
Shaikh, I. M., & Amin, H. (2023). Consumers ’ innovativeness and acceptance towards use of fi nancial technology in Pakistan : extension of the UTAUT model. January. https://doi.org/10.1108/IDD-08-2022-0080.
Siregar, Syofian. (2013). Metode Penelitian Kuantitatif, Jakarta: Prenadamedia Group.
Syed Alwi, S. F., Balmer, J. M. T., Stoian, M.-C., & Kitchen, P. J. (2022). Introducing integrated hybrid communication: the nexus linking marketing communication and corporate communication. Qualitative Market Research: An International Journal, 25(4), 405–432.
Thalayan, J. (2024). Role of Integrated Marketing Strategy on Distribution Performance. Journal of Current Research in Business and …, 3(1), 2829–5307. https://www.jcrbe.org/index.php/rbe/article/view/122%0Ahttps://www.jcrbe.org/index.php/rbe/article/download/122/111.
Velte, P. (2022). Meta-analyses on Corporate Social Responsibility (CSR): a literature review. Management Review Quarterly, 72(3), 627–675. https://doi.org/10.1007/s11301-021-00211-2.
Zeithaml, V., Bitner, M., & Gremler, D. (2004). Services Marketing: Integrating Customer Focus Across the Firm. Managing Service Quality: An International Journal, 14(5), 436–437. https://doi.org/10.1108/msq.2004.14.5.436.1
Ahmed, H., Mohieldin, M., Verbeek, J., & Aboulmagd, F. (2015). On the sustainable development goals and the role of Islamic finance. World Bank Policy Research Working Paper, 7266.
Akuntansi, J., Ekonomi, F., Bisnis, D., Mar’atush Sholihah, S., Yoga Aditiya, N., Saphira Evani, E., Maghfiroh, S., & Soedirman, U. J. (2023). Konsep Uji Asumsi Klasik Pada Regresi Linier Berganda. Jurnal Riset Akuntansi Soedirman. https://doi.org/10.32424/1.jras.2023.2.2.10792.
Alhejaili, M. (2025). Harmonising derivatives with Shari’ah: ethical practices and regulatory insights. International Journal of Islamic and Middle Eastern Finance and Management, ahead-of-print(ahead-of-print). https://doi.org/10.1108/IMEFM-03-2024-0163/FULL/PDF.
Ali Imron, & Rizka Ariyanti. (2023). The Influence Of Service Quality, Customer Relationship Management (CRM) And Brand Image On Customer Loyalty With Customer Satisfaction As An Intervening Variable. International Conference on Digital Advance Tourism, Management and Technology, 1(1), 103–117. https://doi.org/10.56910/ictmt.v1i1.54.
Aljarah, A., Emeagwali, L., Ibrahim, B., & Ababneh, B. (2020). Does corporate social responsibility really increase customer relationship quality? A meta-analytic review. Soc Responsib J, 16(1), 28–49. https://doi.org/10.1108/srj-08-2018-0205.
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627.
Aramburu, I. A., & Pescador, I. G. (2019). The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country. Journal of Business Ethics, 154(3), 701–719. https://doi.org/10.1007/s10551-017-3438-1.
Balmer, J. M. T., & Greyser, S. A. (2006). Corporate marketing: Integrating corporate identity, corporate branding, corporate communications, corporate image and corporate reputation. European Journal of Marketing, 40(7–8), 730–741. https://doi.org/10.1108/03090560610669964.
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39–48. https://doi.org/10.1016/0007-6813(91)90005-G.
Chun, R., & Davies, G. (2006). The influence of corporate character on customers and employees: Exploring similarities and differences. Journal of the Academy of Marketing Science, 34(2), 138–146. https://doi.org/10.1177/0092070305284975.
Dusuki, A., Social, N. A.-A. J. of I., & 2007, U. (2007). Maqasid al-Shariah, Maslahah, and corporate social responsibility. Books.Google.Com. https://books.google.com/books?hl=id&lr=&id=qJc3DwAAQBAJ&oi=fnd&pg=PA25&dq=Dusuki,+A.+W.,+%26+Abdullah,+N.+I.+(2007).+Maqasid+al-Shariah,+Maslahah,+and+corporate+social+responsibility.+The+American+Journal+of+Islamic+Social+Sciences,+24(1),+25-45.&ots=5bG.
El-Bassiouny, N., Darrag, M., & Zahran, N. (2018). Corporate Social Responsibility (CSR) communication patterns in an emerging market: An exploratory study. Journal of Organizational Change Management, 31(4), 795–809. https://doi.org/10.1108/JOCM-03-2017-0087/FULL/HTML.
Elkington, J. (1998). Partnerships from cannibals with forks: The triple bottom line of 21st-century business. Environmental Quality Management, 8(1), 37–51. https://doi.org/10.1002/tqem.3310080106.
Farook, S. (2007). On corporate social responsibility of Islamic financial institutions. Islamic Economic Studies, 15(1), 31–46. http://kantakji.com/fiqh/Files/Economics/436.pdf.
Fatma, M., Rahman, Z., & Khan, I. (2015). Building company reputation and brand equity through CSR: the mediating role of trust. International Journal of Bank Marketing, 33(6), 840–856. https://doi.org/10.1108/IJBM-11-2014-0166.
Gunawan, R. (2023). Pengaruh Kualitas Pelayanan Dan Produk Kur Mikro Terhadap Kepuasan Nasabah di BSI Outlet Kepahiang. Prodi Studi Perbankan Syariah Fakultas Syariah Dan Ekonomi Islam IAIN Curup. http://e-theses.iaincurup.ac.id/2953/.
Hanifan, L. J. (1916). The rural school community center. The Annals of the American Academy of Political and Social Science, 67(1), 130–138.
Hasibuan, zuhria husnia. (2018). Pengaruh Disiplin Kerja , Stres Kerja Dan Motivasi Kerja Terhadap Kinerja Pegawai Dinas Tenaga Kerja Padang Lawas. Skripsi FAKULTAS EKONOMI DAN BISNIS ISLAM UNIVERSITAS ISLAM NEGERI SUMATERA UTARA. http://repository.uinsu.ac.id/id/eprint/5144.
Hassan, A., & Syafri Harahap, S. (2010). Exploring corporate social responsibility disclosure: the case of Islamic banks. International Journal of Islamic and Middle Eastern Finance and Management, 3(3), 203–227. https://doi.org/10.1108/17538391011072417.
Janahi, M. A., & Al Mubarak, M. M. S. (2017). The impact of customer service quality on customer satisfaction in Islamic banking. Journal of Islamic Marketing, 8(4), 595–604. https://doi.org/10.1108/JIMA-07-2015-0049.
Marhania, S., Arina Pramudita, L., Lestari, S. P., Jasmiko, A., Ardianty, A., Syauqi, W., & Sartika, B. (2024). Perbandingan Perlindungan Harta (Hifdz Al-Mal) Antara Perbankan Syariah Dan Konvensional. Jurnal.Dokicti.Org, 2(1). https://jurnal.dokicti.org/index.php/ECONIS/article/view/468.
Nguyen, N., & Leblanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: An investigation in financial services. International Journal of Bank Marketing, 16(2), 52–65. https://doi.org/10.1108/02652329810206707.
Ningrum, I. C. (2024). Implementasi Corporate Social Responsibility Pada KSPPS BMT NU Jawa Timur Cabang Kadur Pamekasan Dalam Meningkatkan Citra Perusahaan.
Novarianto, F., Hamid, D., & Mawardi, M. (2017). Pengaruh Corporate Social Responbility (CSR) Terhadap Citra Perusahaan PT. Beiersdorf Indonesia (Studi pada Pengunjung Merbabu Family Park Kota Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 42(2), 51–58 https://www.neliti.com/publications/87700/pengaruh-corporate-social-responsibility-csr-terhadap-citra-perusahaan-pt-beiers.
Oktaviana, B., Bisnis, G. P.-J. I. A. D., & 2020, undefined. (2020). PENGARUH PENERAPAN CORPORATE SOCIAL RESPONSIBILITY, SERVICE QUALITY (KUALITAS PELAYANAN), LOYALITAS NASABAHTERHADAP. Journal.Undiknas.Ac.IdB Oktaviana, GD PrenaJurnal Ilmiah Akuntansi Dan Bisnis, 2020•journal.Undiknas.Ac.Id, 5(1), 2528–1216. https://journal.undiknas.ac.id/index.php/akuntansi/article/view/2424.
Pali, K. A. K. (2000). Metodelogi penelitian. Repository.Radenfatah.Ac.IdVW SujarweniYogyakarta: Pustaka Baru Perss, 2014•repository.Radenfatah.Ac.Id. http://repository.radenfatah.ac.id/18854/3/3.pdf.
Parasuraman, A., Details, P. author, & ; Zeithaml, Valarie A; Berry, L. L. (2017). Servqual: A Multiple-Item Scale For Measuring Consumer Perc - ProQuest. Journal of Retailing, 9(10), 1–13. https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837.
Pérez, A., & del Bosque, I. R. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, Satisfaction and type of company. Journal of Services Marketing, 29(1), 15–24. https://doi.org/10.1108/JSM-10-2013-0272/FULL/HTML.
Priyatno, Dwi. (2013). Analisis Korelasi, Regresi dan Multivariat dengan SPSS, (Yogyakarta: Gava Media).
Qurratul Aini, Farid Firmansyah, & Fahrurrozi. (2021). Pengaruh Corporate Social Responsibility Terhadap Corporate Image Di Kspps Bmt Nu Jawa Timur Cabang Pakong. Revenue : Jurnal Ekonomi Pembangunan Dan Ekonomi Islam, 4(01), 28–40. https://doi.org/10.56998/jr.v4i01.34.
Ristina Dwi Astuti, & Heni Susilowati. (2022). Pengaruh Csr (Corporate Social Responsibility) Terhadap Citra Perusahaan Yuditex Di Polokarto. Manajemen, 2(2), 177–185. https://doi.org/10.51903/manajemen.v2i2.184.
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017). Quality and image of banking services: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 35(6), 878–902. https://doi.org/10.1108/IJBM-08-2016-0111.
Sen, S., & Bhattacharya, C. B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 38(2), 225–243. https://doi.org/10.1509/jmkr.38.2.225.18838.
Shafie, S., Azmi, W. N. W., & Haron, S. (2004). Adopting and Measuring Customer Service Quality (SQ) in Islamic Banks: A Case Study in Bank Islam Malaysia Berhad. Journal of Muamalat and Islamic Finance Research, 1(1), 1–12. http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:ADOPTING+AND+MEASURING+CUSTOMER+SERVICE+QUALITY+IN+ISLAMIC+BANKS+:+A+Case+Study+of+Bank+Islam+Malaysia+Berhad#0.
Shaikh, I. M., & Amin, H. (2023). Consumers ’ innovativeness and acceptance towards use of fi nancial technology in Pakistan : extension of the UTAUT model. January. https://doi.org/10.1108/IDD-08-2022-0080.
Siregar, Syofian. (2013). Metode Penelitian Kuantitatif, Jakarta: Prenadamedia Group.
Syed Alwi, S. F., Balmer, J. M. T., Stoian, M.-C., & Kitchen, P. J. (2022). Introducing integrated hybrid communication: the nexus linking marketing communication and corporate communication. Qualitative Market Research: An International Journal, 25(4), 405–432.
Thalayan, J. (2024). Role of Integrated Marketing Strategy on Distribution Performance. Journal of Current Research in Business and …, 3(1), 2829–5307. https://www.jcrbe.org/index.php/rbe/article/view/122%0Ahttps://www.jcrbe.org/index.php/rbe/article/download/122/111.
Velte, P. (2022). Meta-analyses on Corporate Social Responsibility (CSR): a literature review. Management Review Quarterly, 72(3), 627–675. https://doi.org/10.1007/s11301-021-00211-2.
Zeithaml, V., Bitner, M., & Gremler, D. (2004). Services Marketing: Integrating Customer Focus Across the Firm. Managing Service Quality: An International Journal, 14(5), 436–437. https://doi.org/10.1108/msq.2004.14.5.436.1
Published
2025-07-03
How to Cite
Huda, N., Maksum, M., Helmi, M., & Pratiwi, A. (2025). PENGARUH KUALITAS PELAYANAN DAN CORPORATE SOCIAL RESPONSIBIITY (CSR) TERHADAP CITRA BMT NU JAWA TIMUR. Indonesian Scientific Journal of Islamic Finance, 3(2), 148-173. https://doi.org/10.21093/inasjif.v3i2.11192
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