<![CDATA[Purpose – This study examines how legal literacy shapes customer perceptions and sustainable engagement with Sharia-compliant financing at Bank Syariah Indonesia (BSI) Sungai Penuh. This research explores the factors that influence this literacy–perception gap. Method – Using a qualitative field approach, data were collected through semi-structured interviews with six BSI customers representing diverse financing experiences. The Miles–Huberman framework was used for iterative coding, reduction, and thematic interpretation. The analysis focused on identifying customers’ understanding of Sharia contracts, perceived challenges, and their implications for sustainable Islamic banking. Findings – The results demonstrate that customers possess general awareness of Sharia principles but have limited understanding of the technical components of financing contracts. Respondents frequently reported confusion regarding contract terminology, profit-sharing formulas, and administrative procedures. Trust in DSN-MUI fatwas and Sharia Supervisory Boards compensated for this lack of literacy, producing a trust-driven rather than knowledge-driven decision-making pattern. Additionally, customers highlighted issues such as complex documentation, slow approval processes, and ineffective communication, which negatively affect service experience and long-term engagement. Practical implications – Enhancing legal literacy through structured education, plain-language disclosures, digital communication, and streamlined administrative procedures can significantly strengthen customer participation and sustainability in Sharia financing. Originality/value – This study offers a socio-legal perspective rarely emphasized in Islamic finance literature by demonstrating how legal literacy directly influences perception, transparency, and sustainability. The literacy–perception–sustainability model proposed here provides a new analytical lens for evaluating customer behavior in Islamic banking]]>
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