Customer Satisfaction Level Towards Baureno Department Store’s Service From The Perspective Of Islamic Business Ethics

Abstract

This study aims to analyze customer satisfaction with Baureno Department Store services and assess its compliance with the principles of Islamic business ethics. The approach used is mixed method. Quantitative data were collected through a Likert-scale-based questionnaire from 50 customer respondents. The results of the analysis show that service quality has a significant and strong influence on customer satisfaction, with a path coefficient of 0.793 and an R-square value of 0.630, which means that 63% of customer satisfaction is influenced by the quality of service provided. From the perspective of Islamic business ethics, Baureno Department Store's services reflect the principles of justice ('adl), honesty (shidiq), and trustworthiness. However, the principle of ihsan still needs improvement, particularly in the areas of price listing/transparency, the completeness of facilities, the efficiency of technology-based services, and the convenience of supporting facilities. Therefore, this study concludes that Baureno Department Store's services are essentially consistent with Islamic business ethics and can achieve high customer satisfaction, although further improvement is still needed in several strategic service areas.