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All Journal el hisbah: Journal of Islamic Economic Law Business and Applied Management Journal
Abdul Hamid
Universitas Islam Negeri K.H. Abdurrahman Wahid Pekalongan
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Implementasi Fatwa Dewan Syariah Nasional Nomor 27/DSN-MUI/Iii/2002 Tentang Al-Ijarah Al Muntahiya Bi Al Tamlik Di BTM Kajen Abdul Hamid; Daffi Sabil
el hisbah: Journal of Islamic Economic Law Vol. 3 No. 1 (2023)
Publisher : Fakultas Syariah Universitas Islam Negeri (UIN) K.H. Abdurrahman Wahid Pekalongan

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (124.996 KB) | DOI: 10.28918/el_hisbah.v3i1.7360

Abstract

Ijarah muntahiya bittamlik adalah akad sewa menyewa yang terdapat pemindahan kepemilikan diakhir masa sewa. Ijarah muntahiya bittamlik bertujuan guna memperoleh peluang untuk mendapatkan hak penguasaan barang dalam hal menggunakan akad ijarah muntahiya bittamlik. Tetapi dalam praktiknya akad ijarah muntahiya bittamlik di BTM Kajen ada satu yang kurang sesuai dengan fatwa Dewan Syariah Nasional Nomor 27/DSN-MUI/III/2002 yaitu pihak BTM Kajen melakukan akad jual beli terlebih dahulu kemudian melakukan akad ijarah dan ijarah muntahiya bittamlik. Tujuan penelitian ini adalah untuk mengetahui apakah praktik akad ijarah muntahiya bittamlik di BTM Kajen sudah sesuai dengan fatwa Dewan Syariah Nasional Nomor 27/DSN-MUI/III/2002 tentang ijarah muntahiya bittamlik. Berdasarkan penelitian dapat disimpulkan bahwa praktik akad ijarah muntahiya bittamlik di BTM Kajen sudah sesuai dengan fatwa Dewan Syariah Nasional Nomor 27/DSN-MUI/III/2002 tentang iajarah muntahiya bittamlik. Ada satu yang kurang tepat yaitu pihak BTM Kajen melakukan akad jual beli terlebih dahulu kemudian melakukan akad ijarah dan ijarah muntahiya bittamlik. Dalam fatwa Dewan Syariah Nasional disebutkan pihak yang melakukan akad ijarah muntahiya bittamlik harus melaksanakan akad ijarah terlebih dahulu. Berdasarkan praktik di lapangan pihak BTM Kajen melakukan akad jual beli terlebih dahulu untuk dijadikan objek akad ijarah muntahiya bittamlik, kemudian melakukan akad ijarah dan ijarah muntahiya bittamlik.
The Mediating Role of Customer Satisfaction in The Relationship Between Service Quality and Complaint Handling Toward Customer Loyalty at Bank After Digital Disruption Mansur Chadi Mursid; Elysia Anindya Indriani; Pratomo Cahyo Kurniawan; Catherine Conales Salvo; Aenurofik Aenurofik; Abdul Hamid
Business and Applied Management Journal Vol. 4 No. 1 (2026)
Publisher : Al-Qalam Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/bamj.v4i1.2089

Abstract

The development of digital transformation in the banking industry has encouraged Bank Syariah Indonesia (BSI) to digitally transform its mobile banking services by releasing the BYOND by BSI SuperApp as the latest version of BSI Mobile. However, in early 2025, a digital service disruption occurred, leading to an increase in customer complaints, including at Bank BSI. This disruption caused inconvenience in transactions and potentially affected customer satisfaction and loyalty. The purpose of this study was to evaluate the extent to which service quality and complaint handling influenced customer loyalty through customer satisfaction. This study used a quantitative approach with a survey method. Data were collected by distributing questionnaires to BSI KCP Pemalang customers using a purposive sampling technique. The sample of this study were BYOND users who were affected by the disruption, had previously reported problems related to BYOND, were at least 18 years old, and lived in the Pemalang area. The measurement scale used a five-point Likert scale. Data analysis was performed using the Structural Equation Modeling (SEM) method based on Partial Least Square (PLS) with the SmartPLS 4 application. The results showed that service quality and complaint handling influenced customer satisfaction. However, service quality and complaint handling did not influence customer loyalty. Customer satisfaction was shown to influence loyalty and mediate the relationship between service quality and complaint handling on customer loyalty with p values 0,001 and 0,003. The practical implication of this research is the importance of prioritizing consumer satisfaction in handling their complaints.
Co-Authors Aenurofik Catherine Conales Salvo Daffi Sabil Elysia Anindya Indriani Mansur Chadi Mursid Pratomo Cahyo Kurniawan