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All Journal Jurnal Pengabdian Masyarakat: Darma Bakti Teuku Umar REUSAM ; Jurnal Ilmu Hukum Jurnal Ilmiah Mahasiswa Fakultas Hukum Universitas Malikussaleh Nanggroe: Journal Of Scholarly Service Nanggroe: Journal of Scholarly Service Socius: Social Sciences Research Journal Jurnal Malikussaleh Mengabdi Media Hukum Indonesia (MHI) SASI Al-Ahkam: Jurnal Ilmu Syari'ah dan Hukum
Saifullah, T
Universitas Malikussaleh
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Customer Perception of Banking Services in Islamic Banks: A Literature Review and Social Media Analysis of Bank Syariah Indonesia (BSI) Saifullah, T; Alfikri, Albert
Socius: Jurnal Penelitian Ilmu-Ilmu Sosial Vol 3, No 5 (2025): December 2025
Publisher : Penerbit Yayasan Daarul Huda Kruengmane

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.18431004

Abstract

The consolidation of three state-owned Islamic banks in Indonesia into Bank Syariah Indonesia (BSI) in 2021 marked a significant development in the Islamic banking sector. As the largest Islamic bank in Indonesia, BSI is expected to offer superior service quality while maintaining adherence to Sharia principles. This paper presents a comprehensive literature review of international studies on customer perception and service quality in Islamic banking, with a particular focus on digital banking, customer satisfaction, and loyalty. Additionally, this study incorporates a critical social media analysis to understand public opinion on BSI’s service delivery. The findings indicate that while BSI’s digital services have been positively received, challenges persist in customer service responsiveness, transparency, and application reliability. Social media sentiment often amplifies these challenges, highlighting the need for proactive management and strategic communication. The synthesis of literature and social media insights provides actionable recommendations for enhancing service quality and customer satisfaction in Islamic banking.
Co-Authors Albert Alfikri Annisa Yusuf Dedy Syahputra, Dedy Farabi, Al Fauzah Nur Aksa H, Harun H, Husni Hamdani H, Hamdani J, Johari J, Jumadiah Johari M, Munardi novalia, vera Nur, Mukhlish M R, Rahmayanti S, Sutriani Saputra, Ferdy Sofia, Rizka Teuku Yudi Afrizal Tri Afandy Ulfi Ana Khaira Ummi Kalsum Ummi Kalsum Utariningsih, Wheny Zainal Abidin Zainal Abidin