Pelayanan terhadap Nasabah pada Bank Syariah Indonesia TBK Kantor Cabang Citarum Bandung Ditinjau dari Perspektif Islamic Service Quality

Abstract. As one of the largest Islamic banks in Indonesia, BSI implements a Service Quality system to attract sympathy from customers and potential customers. This Service Quality system, which is based on Islamic teachings, is known as Islamic Service Quality and covers a wider dimension than conventional service systems. However, in practice, there are still some complaints from customers regarding product service information provided by frontline officers. Therefore, this study aims to analyze the implementation of policies and service implementation through the Islamic Service Quality system at BSI KC Citarum, Bandung City, and to assess how the concept of Islamic Service Quality is applied in customer service there. The research method used is descriptive with data collection techniques through interviews, documentation, and observation, and data analysis is carried out qualitatively. The results of the study indicate that the implementation of policies and services through the Service Quality system at BSI KC Citarum, Bandung City is based on a corporate culture that reflects the characteristics of the Prophet SAW, namely Shiddiq, Istiqamah, Fathonah, Amanah, and Tabligh. In addition, customer service at BSI KC Citarum, Bandung City has been running well and in accordance with the concept of Islamic Service Quality.‎ Abstrak. Sebagai salah satu bank syariah terbesar di Indonesia, BSI menerapkan sistem Service Quality untuk menarik simpati dari nasabah dan calon nasabah. Sistem Service Quality ini, yang didasarkan pada ajaran Islam, dikenal sebagai Islamic Service Quality dan mencakup dimensi yang lebih luas dibandingkan sistem pelayanan konvensional. Namun, dalam praktiknya, masih ada beberapa keluhan dari nasabah mengenai informasi layanan produk yang diberikan oleh petugas frontliner. Oleh karena itu, penelitian ini bertujuan untuk menganalisis penerapan kebijakan dan pelaksanaan pelayanan melalui sistem Islamic Service Quality di BSI KC Citarum Kota Bandung, serta menilai bagaimana konsep Islamic Service Quality diterapkan dalam pelayanan nasabah di sana. Metode penelitian yang digunakan adalah deskriptif dengan teknik pengumpulan data melalui wawancara, dokumentasi, dan observasi, serta analisis data dilakukan secara kualitatif. Hasil penelitian menunjukkan bahwa penerapan kebijakan dan pelayanan melalui sistem Service Quality di BSI KC Citarum Kota Bandung didasarkan pada budaya perusahaan yang mencerminkan karakteristik Nabi SAW, yaitu Shiddiq, Istiqamah, Fathonah, Amanah, dan Tabligh. Selain itu, pelayanan nasabah di BSI KC Citarum Kota Bandung telah berjalan dengan baik dan sesuai dengan konsep Islamic Service Quality.‎