ANALISIS KEPUASAN PELAYANAN NASABAH DI BMT MASLAHAH PAKISAJI

Abstract

Customer service is a key pillar of the success of Islamic microfinance institutions such as Baitul Maal wat Tamwil (BMT). This study analyzes customer perceptions and experiences of satisfaction with service at BMT Maslahah Pakisaji, Malang, using a qualitative phenomenological approach. Key informants were active customers selected purposively, using in-depth semi-structured interviews and participant observation as data collection techniques. Data analysis employed the Miles and Huberman model, encompassing data reduction, data display, and conclusion drawing to identify dominant themes.Findings indicate customer satisfaction is influenced by the reliability of Islamic services, employee friendliness, and ease of transaction access, although challenges arise in responsiveness to complaints and limited digital facilities. Assurance and empathy are key strengths, while responsiveness requires improvement. Customer experiences reflect service that aligns with Islamic principles, but needs to adapt to the dynamics of the digital economy. Recommendations include enhancing Islamic-based training and integrating technology for rapid response. Implications for other BMTs include the importance of a humanistic approach to service to build long-term loyalty in the inclusive financial sector. This research enhances the understanding of the phenomenon of Islamic customer satisfaction from a contextual perspective.