THE ETHICAL PRACTICES OF ISLAMIC BANKING:  An Analysis from Customer Satisfaction Perspective

Azharsyah Ibrahim; Nor 'Azzah Kamri

doi:10.30821/miqot.v41i1.331

THE ETHICAL PRACTICES OF ISLAMIC BANKING: An Analysis from Customer Satisfaction Perspective

Azharsyah Ibrahim, Nor 'Azzah Kamri

Abstract

Abstrak: Implementasi Etika Islam dalam Perbankan Syariah: Suatu Analisis dari Perspektif Kepuasan Nasabah. Tulisan ini bertujuan untuk menguji tingkat kepuasan nasabah pada bank syariah di Aceh sebagai akibat dari pelaksanaan Etika Kerja Islam (EKI). Secara spesifik, tulisan ini bermaksud untuk menelaah perbedaan kepuasan dari nasabah Bank Umum Syariah (BUS), Unit Usaha Syariah (UUS), dan Bank Pembiayaan Rakyat Syariah (BPRS). Kajian ini menggunakan metode kuantitatif yang diimplementasikan melalui kuesioner yang dibagikan kepada 600 orang nasabah dari tujuh bank syariah di Aceh. Data dianalisis melalui statistik deskriptif dan inferensial dalam software SPSS. Hasil kajian ini secara umum menemukan bahwa mayoritas nasabah memiliki tingkat kepuasan yang tinggi terhadap bank syariah sebagai akibat dari implementasi EKI dalam operasional bank syariah. Secara khusus, nasabah BUS mempunyai skor kepuasan tertinggi dibandingkan dua kategori bank lainnya.

Abstract: This study aims to investigate the level of customer satisfaction as a result of the Islamic Work Ethics (IWE) implementation in Islamic banks in Aceh, Indonesia. Specifically, it examines the difference in perceiving satisfaction among customers of Islamic Commercial Banks (ICB), Islamic Business Units (IBU), and Islamic Rural Banks (IRB). The study incorporated a quantitative method which was employed through questionnaire surveys that were distributed to 600 respondents of seven Islamic banks. The data were then analyzed using descriptive and inferential analyses in SPSS. The findings of this research revealed that in general, the customers have shown a high satisfaction on the IWE practiced in Islamic banking institutions. Particularly, the ICB scored the highest satisfaction level compared to the other banking categories.

Keywords: Customer satisfaction, Islamic bank, business ethics, Islamic banking, Aceh

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DOI: http://dx.doi.org/10.30821/miqot.v41i1.331

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