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All Journal Al-Kharaj: Journal of Islamic Economic and Business Jurnal Ilmiah Akuntansi Peradaban Jurnal Pengabdian kepada Masyarakat Jurnal Ar-Ribh Islamic Accounting and Finance Review Cross-border Gudang Jurnal Multidisiplin Ilmu Jurnal Nuansa: Publikasi Ilmu Manajemen dan Ekonomi Syariah Jurnal Humaniora, Ekonomi Syariah dan Muamalah DIRASAH: Jurnal Kajian Islam Harmony Philosophy: International Journal of Islamic Religious Studies and Sharia
Jamaluddin Majid
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Maqasid al-Shariah-Based Corporate Governance, Service Excellence, and Customer Satisfaction in Islamic Hospitality Sector Titin Hardianti; Muslimin Kara; Nasrullah Bin Sapa; Jamaluddin Majid; Umar Sulaiman
Jurnal Ar-Ribh Vol. 9 No. 1 (2026): April 2026
Publisher : Universitas Muhammadiyah Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26618/8ftnp713

Abstract

This study investigates the effect of Maqāṣid al-Sharīʿah–based Good Corporate Governance (GCG) on customer satisfaction, with service excellence as a mediating variable in the Islamic hospitality sector. The research adopts an explanatory quantitative design and is conducted at Sultan Alauddin Hotel & Convention Makassar. Data were collected from 212 customers using structured questionnaires and analyzed employing Partial Least Squares–Structural Equation Modeling (PLS-SEM). GCG is operationalized through three core dimensions: transparency, accountability, and responsibility, grounded in Maqāṣid al-Sharīʿah principles. The findings reveal that transparency does not have a significant direct effect on customer satisfaction but significantly influences it indirectly through service excellence. Accountability demonstrates a strong positive and significant effect on customer satisfaction, both directly and indirectly, indicating its dominant role in shaping customer perceptions. Conversely, responsibility does not significantly affect either service excellence or customer satisfaction. Furthermore, service excellence has a significant positive effect on customer satisfaction and serves as a crucial mediating variable linking governance practices to customer outcomes. These results suggest that the effectiveness of Maqāṣid al-Sharīʿah based governance depends on its practical implementation in service delivery. Integrating ethical governance with high-quality service enhances customer satisfaction and organizational sustainability. This study contributes to the literature by bridging Islamic governance principles with service management and provides practical insights for improving competitiveness in the Islamic hospitality industry.
Co-Authors Abd. Hafid Andi Wawan Mulyawan Apriliani, Rina Awaliah Agustuliani Della Fadhilatunisa Desy Arum Sunarta Haikal Hafizuddin bin Mohamad Dzafir Hamid Habbe Harryanto Harryanto Haslinda - Jimmy Malintang Kartini Kahar Kartini Kartini Lince Bulutoding Mediaty Miswinda Mohammad Hafis Zaenal Muh Wahyudi Muhamatsakree Manyunu Muhammad Kahfi Muhammad Sapril Sardi Juardi Muslimin Kara Mustakim Muchlis Muttaqien, Alim Azhari Muzarrafah Muzarrafah Naslia, Naslia Nasrullah Bin Sapa Nelia Sfayriawati Nur Indah Sari Nur Rahma Sari Nurhidayah Sakri Pratama, Reski Puspita Hardianti Anwar Rahmaniar Rahmawati Rezky Nur Aisyah Rika Dwi Ayu Parmitasari Sahria Sahria Sonny Santosa Suhartono Suhartono Sumarlin Suriadi Suriadi Syariati, Namla Elfa Syaripuddin Teguh Prakoso Titin Hardianti Umar Sulaiman