The Role of Service Digitalization and Sharia Product Suitability in Bank Customer Satisfaction

Abstract

This study aims to determine the extent of the influence of service digitization and the suitability of sharia products on the satisfaction of sharia bank customers. In today's era, many customers want banking services that are fast, easy, and accessible at any time without having to visit the office. Islamic banks address this need by offering technology-based services such as mobile apps and internet banking, while maintaining Islamic principles in all their products. The research method used in this study is a literature review, involving the reading and analysis of books, journals, articles, and reports from several Islamic banks. The results of the study indicate that digital services greatly assist customers in performing daily transactions, such as money transfers, bill payments, and balance checks. Meanwhile, products such as mudharabah savings, murabahah financing, and Islamic pawnbroking provide a sense of security because they do not violate religious principles. If digitalization and the suitability of Islamic products can be implemented simultaneously, customers will feel more satisfied, comfortable, and trusting of the Islamic bank. Banks such as BSI, BCA Syariah, and Bank Muamalat have begun to take concrete steps in combining these two aspects, and the results have had a positive impact on customer trust and loyalty. This study concludes that the combination of good digital services and Shariacompliant products is a key factor in enhancing customer satisfaction with Sharia banks.