EKSPLORASI PENGALAMAN NASABAH TERHADAP LAYANAN PEMBIAYAAN SYARIAH DI BSI KCP ABC

Abstract

This study aims to explore customer experiences with sharia financing services at Bank Syariah Indonesia (BSI) KCP ABC. A qualitative approach was employed to gain an in-depth understanding of customers' perceptions, expectations, and satisfaction when interacting with sharia financing services. Data were collected through in-depth interviews with six informants selected using purposive sampling. The results showed that most customers were satisfied with the implementation of sharia principles, friendly service, and a relatively simple process. However, some complaints were noted regarding the lack of initial information about financing rights and obligations as well as the lengthy approval process. These findings offer valuable insights for developing service strategies based on the needs and expectations of customers in the context of Islamic banking.