Analisis Pengaruh Etika, Kepatuhann Syariah, dan Kualitas Layanan Lembaga Keuangan Islam Terhadap Kepercayaan Gen Z Pada Bank Syariah di Indonesia (Studi Kasus Kabupaten Pekalongan)

Putri,, Meisya Andini (2026) Analisis Pengaruh Etika, Kepatuhann Syariah, dan Kualitas Layanan Lembaga Keuangan Islam Terhadap Kepercayaan Gen Z Pada Bank Syariah di Indonesia (Studi Kasus Kabupaten Pekalongan). Undergraduate Thesis thesis, UIN K.H. Abdurrahman Wahid Pekalongan.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh etika, kepatuhan syariah, dan kualitas layanan terhadap kepercayaan Gen Z pada bank syariah di Kabupaten Pekalongan. Penelitian ini dilatarbelakangi oleh perkembangan perbankan syariah yang semakin pesat serta pentingnya membangun kepercayaan Gen Z sebagai salah satu kelompok yang aktif menggunakan layanan perbankan digital. Kepercayaan menjadi faktor penting dalam menentukan keberlangsungan hubungan antara nasabah dan lembaga perbankan, khususnya di tengah persaingan industri perbankan yang semakin kompetitif. Penelitian ini menggunakan pendekatan kuantitatif dengan metode deskriptif. Teknik pengambilan sampel menggunakan purposive sampling dengan jumlah responden sebanyak 97 nasabah Gen Z bank syariah di Kabupaten Pekalongan. Pengumpulan data dilakukan melalui penyebaran kuesioner pada bulan Maret hingga April 2026. Data dianalisis menggunakan aplikasi SPSS versi 27 dengan metode regresi linear berganda. Pengujian data meliputi uji validitas, reliabilitas, uji asumsi klasik, uji t, uji F, dan uji koefisien determinasi. Hasil penelitian menunjukkan bahwa secara parsial variabel etika dan kepatuhan syariah tidak berpengaruh signifikan terhadap kepercayaan Gen Z pada bank syariah di Kabupaten Pekalongan. Sementara itu, variabel kualitas layanan berpengaruh positif dan signifikan terhadap kepercayaan Gen Z pada bank syariah di Kabupaten Pekalongan. Secara simultan, variabel etika, kepatuhan syariah, dan kualitas layanan berpengaruh signifikan terhadap kepercayaan Gen Z pada bank syariah di Kabupaten Pekalongan. Nilai Adjusted R Square sebesar 0,733 menunjukkan bahwa variabel etika, kepatuhan syariah, dan kualitas layanan mampu menjelaskan variasi kepercayaan Gen Z pada bank syariah di Kabupaten Pekalongan sebesar 73,3%, sedangkan sisanya sebesar 26,7% dijelaskan oleh faktor-faktor lain di luar model penelitian. Hasil penelitian ini diharapkan dapat menjadi bahan pertimbangan bagi bank syariah dalam meningkatkan kepercayaan Gen Z, terutama melalui peningkatan kualitas layanan yang sesuai dengan kebutuhan dan karakteristik generasi tersebut. Kata Kunci: Etika, Kepatuhan Syariah, Kualitas Layanan, Kepercayaan, Gen Z. ABSTRACT MEISYA ANDINI PUTRI, An Analysis of the Influence of Ethics, Sharia Compliance, and Service Quality of Islamic Financial Institutions on Gen Z’s Trust in Sharia Banks in Indonesia (A Case Study of Pekalongan Regency) This study aims to analyze the influence of ethics, Sharia compliance, and service quality on Gen Z’s trust in Sharia banks in Pekalongan Regency. This study is motivated by the rapid growth of Sharia banking and the importance of building trust among Gen Z, as one of the groups that actively uses digital banking services. Trust is a critical factor in determining the sustainability of the relationship between customers and banking institutions, particularly amid the banking industry’s increasingly competitive landscape. This study employs a quantitative approach using a descriptive method. The sampling technique utilized purposive sampling, with a sample size of 97 Gen Z customers of Sharia banks in Pekalongan Regency. Data collection was conducted through the distribution of questionnaires from March to April 2026. The data were analyzed using SPSS version 27 with the multiple linear regression method. Data testing included validity and reliability tests, classical assumption tests, t-tests, F-tests, and coefficient of determination tests. The results of the study indicate that, when considered individually, the variables of ethics and Sharia compliance do not have a significant effect on Gen Z’s trust in Sharia banks in Pekalongan Regency. Meanwhile, the service quality variable has a positive and significant effect on Gen Z’s trust in Sharia banks in Pekalongan Regency. Simultaneously, the variables of ethics, Sharia compliance, and service quality have a significant effect on Gen Z’s trust in Sharia banks in Pekalongan Regency. An Adjusted R-Square value of 0.733 indicates that the variables of ethics, Sharia compliance, and service quality account for 73.3% of the variation in Gen Z’s trust in Sharia banks in Pekalongan Regency, while the remaining 26.7% is explained by other factors outside the research model. It is hoped that the results of this study can serve as a basis for Islamic banks to enhance Gen Z’s trust, particularly by improving service quality in line with the needs and characteristics of this generation. Keywords: Ethics, Sharia Compliance, Service Quality, Trust, Gen Z.

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