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Customer Service Quality as an Implementation of Sharia Banking Legal Policy: A Study on Customer Satisfaction at Bank Syariah Indonesia Padangsidimpuan Branch Suryadi Syabatullah; Maryam Batubara
Al-Amwal : Journal of Islamic Economic Law Vol. 9 No. 2 (2024): Al-Amwal : Journal of Islamic Economic Law
Publisher : Prodi Hukum Ekonomi Syariah, Fakultas Syariah, IAIN Palopo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24256/alw.v9i2.9321

Abstract

Purpose  – This study analyzes the implementation of Sharia Banking Legal Policy in customer service practices and its implications for customer satisfaction at Bank Syariah Indonesia (BSI) Padangsidimpuan Branch. From the perspective of Islamic economic law, sharia banking institutions are legally bound to comply with statutory regulations, Sharia principles, and consumer protection norms. Customer service quality is examined as a socio-legal indicator reflecting how these legal and ethical obligations are operationalized in daily banking interactions. Method –  This research adopts a qualitative socio-legal approach focusing on empirical legal practices. Data were obtained through in-depth interviews and direct observations involving ten customers who had recently interacted with customer service officers at BSI KC Padangsidimpuan. Respondents were selected purposively based on their service experience. The analysis employed SERVQUAL dimensions tangibles, reliability, responsiveness, assurance, and empathy to interpret customer perceptions as manifestations of sharia banking legal policy implementation. Result –  The findings show that customer service quality at BSI KC Padangsidimpuan is generally perceived positively and contributes to customer satisfaction. Nevertheless, inconsistencies were identified, particularly in responsiveness and interpersonal conduct, indicating partial gaps between normative legal obligations and practical service delivery. These findings suggest that sharia banking legal policy has been implemented, but not yet uniformly realized across all service dimensions. Implication – This study indicates that customer satisfaction functions as a normative outcome of effective sharia banking legal policy implementation rather than a generalized performance measure. Strengthening compliance with Sharia Banking Law, Financial Services Authority (OJK) regulations, and DSN-MUI fatwas especially regarding service ethics, consumer protection, and complaint-handling mechanisms is essential to ensure coherence between Islamic economic law norms and institutional practice. This research contributes to Islamic economic law scholarship by positioning service quality analysis within a qualitative socio-legal framework.
Reconstruction Islamic Banking Fiqh Based on Maqashid al-Shariah: Strengthening Islamic Economic Ecosystem and Authority Religious Courts (PA) in Indonesia Tentiyo Suharto; Budi Kisworo; Mawardi Lubis; Maryam Batubara
Sharia Economic and Management Business Journal (SEMBJ) Vol. 7 No. 3 (2026): Sharia Economic and Management Business
Publisher : Yayasan Darussalam Bengkulu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62159/sembj.v7i3.2960

Abstract

ABSTRACT Background: The rapid evolution of the global Islamic finance industry necessitates a methodological shift from rigid, text-based legal compliance (hilah) toward a purpose-driven framework that prioritizes the substantive objectives of Islamic law (Maqashid al-Shariah). Simultaneously, massive financial digitalization introduces regulatory gaps, while the Religious Courts face capacity challenges in adjudicating complex, tech-driven economic disputes under standard formalistic procedures. Research Gap: A distinct dichotomy persists between the rapid innovation of digital-based Islamic banking products and the slow adaptation of contemporary fiqh methodologies and judicial doctrines, creating a disparity between formal legal certainty and substantive justice for modern economic actors. Novelty: This study introduces a comprehensive, multi-layered integrated framework that unifies fiqh reconstruction, maqashid-based banking governance, economic ecosystem orchestration (commercial finance, ZISWAF, MSMEs, and fintech), and religious judicial oversight into a self-correcting structural feedback loop. Method: Employing a combined juridical-normative and socio-legal approach, this study analyzes conceptual foundations, statutory regulations, court jurisdictions, and contemporary Islamic legal literature, utilizing qualitative descriptive-analytical evaluation of primary and secondary legal materials. Results: The findings demonstrate that reconstructing fiqh through the five objectives of Maqashid al-Shariah transforms Islamic banks from conventional intermediaries into holistic ecosystem orchestrators aligned with ESG standards and the Sharia Maqashid Index (SMI). Furthermore, expanding the absolute jurisdiction of Religious Courts through maqashid-based judicial interpretation enables judges to resolve complex modern financial disputes and enforce substantive distributive justice. Conclusion: Synchronizing jurisprudential reform, ethical market orchestration, and adaptive judicial oversight successfully bridges theoretical legal principles with practical execution, establishing a resilient, equitable, and sustainable Islamic economic ecosystem. Keywords: Islamic Banking Fiqh, Maqashid al-Shariah, Islamic Economic Ecosystem, Religious Courts Authority, Substantive Justice