THE IMPACT AND INFLUENCE OF THE IMPLEMENTATION OF EXCELLENT SERVICE ON THE LEVEL OF CUSTOMER SATISFACTION AND LOYALTY IN SERVICES AT ISLAMIC BANKS BASED ON AN ISLAMIC PERSPECTIVE

Alya Natantry, Muhammad Fawaz Elfikri, Muhammad Hafiz, Muhammad Raihan Padly, Siti Juniar

Abstract


This study aims to analyze the influence of the application of service excellence on the level of customer satisfaction and loyalty in Islamic bank services based on an Islamic perspective. The method used in this study is a qualitative method with a descriptive approach. The data was collected through in-depth interviews with Islamic bank customers and bank management, as well as a review of literature relevant to the principles of service in Islam. The results of the study show that the application of service excellence in accordance with Islamic principles, such as honesty (shiddiq), trust, responsibility, and friendly service, contributes significantly to increasing customer satisfaction and loyalty. These principles reflect values that are in accordance with Islamic teachings in providing the best service to customers. In addition, high customer satisfaction tends to encourage strong loyalty, which is reflected in the sustainability of relationships with banks and positive recommendations to other parties. The implications of this study show that Islamic banks need to continue to strengthen the implementation of services based on Islamic values in order to maintain and increase customer trust and loyalty in a sustainable manner.


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DOI: https://doi.org/10.3059/insis.v0i0.23474

DOI (PDF): https://doi.org/10.3059/insis.v0i0.23474.g12898

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