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Submitted
July 5, 2025
Accepted
August 20, 2025
Published
August 22, 2025
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Abstract

Purpose – This study evaluated customer perceptions and experiences of Shariah-based service quality in Islamic financial institutions, emphasizing its role in fostering sustainable banking management. It explored how the alignment between service delivery and Islamic principles influences customer satisfaction, loyalty, and long-term institutional resilience.


Method – A qualitative descriptive approach was adopted, utilizing in-depth interviews with selected customers who actively engage in banking transactions. Purposive sampling ensured the inclusion of participants capable of providing nuanced insights into service delivery and its Shariah compliance.


Findings – Results revealed that adherence to Shariah principles, combined with professionalism, transparency, and customer-centered interactions, strengthens customer trust and satisfaction. Positive experiences often translate into loyalty and advocacy, while customer knowledge, cultural values, and needs further shape perceptions. The integration of Islamic ethical values into service quality emerged as a strategic driver for sustaining competitive advantage.


Practical implications – Islamic banks should integrate Shariah compliance with a sustainability-oriented service culture by providing continuous staff training, customer education, and implementing quality assurance mechanisms. This dual focus enhances not only regulatory adherence but also the long-term viability of Islamic financial institutions.


Originality/value – This research extends the literature on Islamic service quality by linking Shariah compliance to sustainable banking management, offering actionable insights for policymakers, managers, and practitioners seeking to optimize both customer experience and institutional sustainability.

Keywords

ServicePerceptionSustainable Banking ManagementSharia Compliance

Article Details

How to Cite
Aprianti, V., & Mu’arrif, Z. I. (2025). Assessing Sharia-Based Service Quality for Sustainable Banking Management in Islamic Financial Institutions. BANCO: Jurnal Manajemen Dan Perbankan Syariah, 7(2), 149–159. https://doi.org/10.35905/banco.v7i2.14704
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