Pengaruh Mutu Penilaian Agunan oleh Penilai Internal Terhadap Pembiayaan Small and Medium Enterprises pada PT Bank Syariah Indonesia Tbk

Abstract

Accurate collateral assessment is a crucial factor in maintaining the quality of financing decisions in Islamic banking, particularly in the Small and Medium Enterprises (SME) segment. Collateral assessment quality is influenced by various factors, including information quality, system quality, and service quality that support the assessment process. This study aims to analyze the influence of information quality, system quality, and customer service quality on collateral assessment quality by internal appraisers in the SME financing segment at PT Bank Syariah Indonesia Tbk. The study used a quantitative approach with a survey design of 53 internal appraisers selected using a census technique. Data were collected through a Likert-scale questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) assisted by SmartPLS 4.0. The results showed that information quality and system quality had a positive and significant effect on collateral assessment quality, while customer service quality had no significant effect. Simultaneously, the three variables were able to explain 59.4% of the variation in collateral assessment quality. These findings indicate that the quality of collateral assessment is more determined by the accuracy of information and system reliability than by the quality of service, so improving the quality of data and assessment systems needs to be a priority in supporting more accurate financing decision-making.