Customer Satisfaction Analysis of Price Suitability at Toserba Karang Langit Based on the Principles of Islamic Price Justice

Abstract

This study examines the effect of price suitability on customer satisfaction in the retail sector, with Islamic price justice as a mediating variable. Grounded in expectation–disconfirmation theory and Islamic economic principles, this research employs a quantitative explanatory approach using survey data collected from 60 customers of Toserba Karang Langit. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM). The results indicate that price suitability has a positive and significant effect on customer satisfaction and significantly influences perceptions of Islamic price justice. Furthermore, Islamic price justice, reflected through fairness (al-‘adl), transparency (bayān), and the avoidance of deception (tadlīs) and uncertainty (gharar), has a significant positive effect on customer satisfaction and partially mediates the relationship between price suitability and satisfaction. These findings demonstrate that customer satisfaction in Muslim consumer markets is shaped not only by economic considerations but also by ethical and religious evaluations. This study contributes to the empirical development of Islamic business and marketing literature by operationalizing Islamic price justice as a measurable construct and highlighting its strategic role in ethical pricing practices within the retail sector.