Mengurai Pemahaman Nasabah terhadap Akad Pembiayaan Syariah: Studi Kasus MBS Cabang Sawah Ndeso
Abstract
This research aims to unravel customers' understanding of sharia financing agreements, with a case study at MBS Sawah Ndeso Branch. The problem at hand is the extent to which customers' understanding of the principles of Islamic banking influences their decision to choose an Islamic financial institution. This research used a qualitative case study approach, with semi-structured interviews with 8 customers and thematic analysis to identify recurring patterns and themes in the interviews. Several theories were used, such as expectation-confirmation theory, institutional theory, Islamic banking objectives, and internal factors affecting customer satisfaction. The results showed that customers' reasons for choosing MBS Islamic financing at Sawah Ndeso Branch were influenced more by factors such as perceived benefits, convenience, company image, and internal factors, rather than a deep understanding of the contract or Islamic banking principles. These findings highlight the importance of educating customers about the unique aspects of Islamic finance as well as continuing to provide high-quality services to ensure customer satisfaction and loyalty.
Keywords: Customer Satisfaction & Loyalty, Sharia Financing Agreements, Islamic Banking principles
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