EVALUASI LAYANAN CUSTOMER SERVICE BMT AGAM MADANI TIKU V JORONG DALAM PERSPEKTIF PRINSIP SYARIAH

Abstrak

Penelitian ini bertujuan untuk menilai pelayanan customer service BMT Agam Madani Tiku V Jprong dari sudut pandang prinsip syariah. Customer service memiliki peranan penting sebagai lini depan dalam memberikan pelayanan dan membangun kepercayaan nasabah. Dalam institusi keuangan syariah, pelayanan seharusnya mencerminkan nilai shiddiq, amanah, tabligh, dan fathanah, yang juga dikenal dengan akronim SATF. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Pengumpulan data dilakukan melalui wawancara, observasi, dan dokumentasi dengan customer service serta nasabah BMT Agam Madani Tiku V Jorong. Hasil penelitian menunjukkan bahwa secara umum, pelayanan customer service telah mengintegrasikan prinsip-prinsip syariah dalam memberikan pelayanan kepada nasabah. Namun, masih ada beberapa tantangan, seperti keterbatasan sumber daya manusia, tidak optimalnya penyampaian informasi terkait produk dan akad, ketidak konsistenan dalam kecepatan pelayanan, serta keterbatasan sarana dan prasarana yang tersedia.

This study aims to evaluate the customer service of BMT Agam Madani Tiku V Jorong from the perspective of sharia principles. Customer service plays an important role as the front line in providing service and building customer trust. In sharia financial institutions, services must reflect the values of shiddiq, Amanah, tabligh, fathanah, also known as SATF. This study uses a qualitative method with a descriptive opporoach. Data colletion was conducted through interviews, observtation , and documentation with customer service and customers of BMT Agam Madani Tiku V Jorong. The results show that customer service has generally applied sharia principles in serving customers. Howaver, there are still several obstacles, such as limited human resources, suboptimal delivery of product and contract information, inconsistent service speed, and limited facilities and infrastructure. Therefore, it is necessary to improve the quality of human resource and service systems so that the implementation of sharia-based services can run ever better.