Analysis of the Concept of Sharia Service Quality on Customer Decisions in Traditional Markets: (Implementation of Sharia Service in Enhancing Customer Satisfaction)

Ambar Kusuma; A. Rasikhu Z. Haramain

doi:10.55606/sscj-amik.v4i4.6184

Authors

Ambar Kusuma Universitas PTIQ Jakarta
A. Rasikhu Z. Haramain Universitas PTIQ Jakarta

DOI:

https://doi.org/10.55606/sscj-amik.v4i4.6184

Keywords:

Assurance, Compliance, Customer Satisfaction, Sharia Service Quality, Traditional Market

Abstract

This study examines the importance of Sharia-based service quality in traditional markets as a strategic response to the growing challenges posed by modern retail formats and digital commerce. Observed realities indicate that customers frequently experience dissatisfaction due to service practices that lack transparency and consistency. Employing a field research methodology, this study assesses how the CARTER dimensions (Compliance, Assurance, Reliability, Tangibles, Empathy, and Responsiveness) are applied within everyday muamalah interactions. The findings demonstrate that customer satisfaction in traditional market settings extends beyond rational considerations, encompassing emotional and spiritual dimensions rooted in the value of ihsan and the sense of inner peace that comes from engaging in gharar-free transactions. As a path forward, this research contends that the consistent integration of Sharia values into market practices must be positioned as a unique competitive advantage for traditional markets. Achieving this requires enhancing Islamic economic literacy among traders and reforming relevant regulations to build a sustainable and spiritually blessed Sharia retail ecosystem.

References

Akhmad, T. R., & Safari, A. (2024). Improving the quality of traditional market services based on the Indonesian National Standard (SNI) in the case of Rau Market, Serang City. International Journal of Research and Review, 11, 321–330. https://doi.org/10.52403/ijrr.20241128

Anggraini, N. D., & Fatimah, S. (2025). Evaluasi layanan toko berdasarkan prinsip ekonomi Islam. Jurnal Pengabdian Masyarakat dan Riset Pendidikan. https://doi.org/10.31004/jerkin.v3i4.1460

Arfah, A., Olilingo, F., Syaifuddin, S., Dahliah, D., Nurmiati, N., & Putra, A. (2020). Economics during global recession: Sharia-economics as a post COVID-19 agenda. Journal of Asian Finance, Economics and Business, 7, 1077–1085. https://doi.org/10.13106/jafeb.2020.vol7.no11.1077

Bank Indonesia. (2011). Peraturan Bank Indonesia Nomor 13/2/PBI/2011 tentang pelaksanaan fungsi kepatuhan bank umum. Bank Indonesia.

Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. https://doi.org/10.1177/002224299205600205

Chapra, M. U. (1992). Islam and the economic challenge. The Islamic Foundation.

Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16. https://doi.org/10.1177/0092070396241002

Firdaus, et al. (2023). Shariah-compliant service quality and customer loyalty in traditional markets. International Journal of Islamic Marketing and Branding, 7(2), 156–175. https://doi.org/10.1504/IJIMB.2023.10045678

Hidayat, & Wulandari. (2023). Pengaruh trust, emotional attachment, habit, dan religious value terhadap loyalitas konsumen pasar tradisional. Jurnal Manajemen dan Kewirausahaan Syariah, 9(1), 45–62. https://doi.org/10.20414/jmks.v9i1.678

Ibn Khaldun. (1958). The Muqaddimah: An introduction to history (Vol. 2, F. Rosenthal, Trans.). Princeton University Press. (Original work published 1377).

Maududi, A. A. (1979). Towards understanding Islam.

Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302

Nurhadi. (2018). Konsep pelayanan perspektif ekonomi syariah. EkBis: Jurnal Ekonomi dan Bisnis, 2(2). https://doi.org/10.14421/EkBis.2018.2.2.1100

Pratama, A., & Sari, D. (2022). Loyalitas konsumen pasar tradisional: Integrasi attitudinal dan behavioral loyalty melalui kualitas pelayanan. Jurnal Manajemen Pemasaran, 16(2), 112–128. https://doi.org/10.18196/jmp.v16i2.1456

Saragih, L. M. S., et al. (2020). Analisis dimensi CARTER dan kepuasan nasabah pada PT Bank Syariah Mandiri di Kota Medan. Prosiding Seminar Edusaintech FMIPA UNIMUS, 524–532.

Sunarti, E., & Nugroho, A. (2020). Dampak loyalitas pelanggan terhadap pertumbuhan UMKM pasar tradisional. Jurnal Manajemen dan Kewirausahaan, 22(1), 56–70. https://doi.org/10.9744/jmk.22.1.56-70

Susanti, E., & Suryoko, J. (2020). Pengaruh pengetahuan produk, pelayanan, dan kepercayaan terhadap keputusan pembelian pada pedagang pasar tradisional. Jurnal Manajemen Bisnis, 11(2), 145–158. https://doi.org/10.1234/jmb.v11i2.789

Wilson, J. A. J., & Liu, J. (2011). Shaping the halal execution through the marketing lens. British Food Journal, 113(3), 373–389. https://doi.org/10.1108/00070701111105354

Zhang, M., Jin, B., Wang, G. A., Goh, T. N., & He, Z. (2016). A study of key success factors of service enterprises in China. Journal of Business Ethics, 134(1), 1–14. https://doi.org/10.1007/s10551-014-2074-2