Determinants of Customer Decisions in Choosing Hajj Savings at Bank Syariah Indonesia

Abstract

This research is motivated by the increasing interest of the Indonesian people in performing the Hajj pilgrimage, accompanied by an increase in the number of Hajj Savings customers at Islamic financial institutions. The limited Hajj quota, which causes a longer waiting period for departure, encourages people to prepare for Hajj costs through the Hajj Savings program. Customer decisions in choosing this product are influenced by various factors, including perceptions of service quality, religiosity, and income levels. This study aims to analyze the influence of these three factors on customer decisions in choosing Hajj Savings products at Bank Syariah Indonesia KCP Nganjuk Yos Sudarso. The study used a quantitative approach by collecting data through questionnaires distributed to Hajj Savings customers, then analyzed to test the influence of variables partially and simultaneously. The results show that perceptions of service quality, religiosity, and income levels influence customers' decisions in choosing Hajj Savings products. Simultaneously, these three variables have a significant influence, so that improving service quality and marketing strategies that pay attention to the religiosity and economic conditions of customers are important factors in increasing people's decisions in choosing Hajj Savings products.