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All Journal Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Elida Elfi Barus
Institut Syekh Abdul Halim Hasan Binjai
Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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Pengaruh E-Service Quality dan E-Trust Terhadap Loyalitas Nasabah PT Bank Syariah Indonesia KCP Binjai dalam Perspektif Ekonomi Islam Rio Herda Warda Sitepu; Elida Elfi Barus
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 5 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i5.11809

Abstract

This study analyzes the influence of e-service quality and e-trust on customer loyalty at PT Bank Syariah Indonesia (BSI) KCP Binjai through the lens of Islamic Economics. The research background is triggered by the dynamics of Islamic banking digitalization and the cyber system disruption in May 2023 that tested the resilience of customer trust. The research method used is quantitative with an associative approach. Data were collected via questionnaires from 100 active BSI KCP Binjai customers selected using purposive sampling. Data analysis was performed with multiple linear regression and classical assumption tests. The results indicate that e-service quality and e-trust have a positive and significant effect on customer loyalty, both partially and simultaneously. In an Islamic Economics perspective, digital service quality is an embodiment of ihsan and itqan, while trust is the implementation of amanah values. The study concludes that technological infrastructure stability and moral integrity are vital for maintaining customer loyalty in the digital era.
Mengukur Kepuasan Nasabah: Etika Bisnis, Inovasi Produk dan Layanan Digital di BSI KCP Binjai Kita Delvia Br Ginting; Elida Elfi Barus
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 5 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i5.12010

Abstract

The banking industry is undergoing a massive transformation towards a digital ecosystem, requiring a strategic balance between technological advancement and ethical compliance. This research aims to analyze the influence of Islamic business ethics, product innovation, and digital services on customer satisfaction at Bank Syariah Indonesia (BSI) KCP Binjai. Using a quantitative approach, data were collected from 100 respondents through purposive sampling and analyzed using multiple linear regression. The results indicate that Islamic business ethics, product innovation, and digital services simultaneously and partially have a significant positive effect on customer satisfaction. Business ethics serves as the primary foundation for building emotional trust, while product innovation prevents customer saturation. Digital services, particularly through the Byond by BSI application, represent the most dominant factor in enhancing transactional efficiency. However, challenges remain regarding digital literacy and system stability during peak hours. This study suggests that BSI KCP Binjai should prioritize human resource development in ethical standards and strengthen its technological infrastructure to maintain long-term competitive advantages.
Kualitas Kinerja Pelayanan Publik Dukcapil Kota Binjai: Dampak Sasaran Program dan Kualitas SDM Wahyu Firmansyah; Elida Elfi Barus
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 8 No. 4 (2026): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v8i4.12056

Abstract

This study aims to analyze the influence of program target accuracy and human resources (HR) quality on the quality of public service performance at the Department of Population and Civil Registration (Dukcapil) of Binjai City. Amidst the digital transformation through the E-Disdukcapil application, administrative challenges such as low participation in death certificate processing and limited personnel quantity have become central issues. This research employs a quantitative approach with a causal-associative design. The research population includes the entire community of Binjai City utilizing Adminduk services, with a sample of 100 respondents determined through accidental sampling techniques. Data were collected using structured questionnaires and analyzed via multiple linear regression using SPSS software. The results indicate that program target and HR quality variables simultaneously have a significant positive impact on the quality of public service performance. Partially, HR quality was found to have a more dominant contribution compared to program targets. The findings identify operational barriers in the form of limited staff numbers and low effectiveness in socializing door-to-door programs. The study concludes by suggesting the strengthening of personnel capacity through digital training and optimizing public communication strategies to support the sustainability of service innovation in Binjai City.
Co-Authors Kita Delvia Br Ginting Rio Herda Warda Sitepu Wahyu Firmansyah