Service Standards for Physical Conditions of Islamic Banking Offices to Increase Customer Satisfaction and Trust

Abstract

Islamic banking has experienced rapid growth in recent years, both in Muslim-majority and non-Muslim countries. As financial institutions operating based on Sharia principles, Islamic banks are required to provide services that not only meet customer needs but also align with Islamic values. One important aspect of these service standards is the physical condition of the office, which includes interior design, cleanliness, comfort of the service area, security, and accessibility. Good physical office conditions play a role in creating a sense of security and comfort, as well as increasing customer trust and satisfaction. Furthermore, an office environment that reflects the values of simplicity, professionalism, and cleanliness demonstrates the Islamic bank's commitment to implementing Sharia principles comprehensively. In the increasingly competitive Islamic banking industry, high service standards, including the quality of the physical condition of the office, are a crucial differentiating factor. Therefore, the development and implementation of service standards and physical office conditions that comply with Sharia principles are essential to support service quality, strengthen the bank's positive image, and increase customer satisfaction and loyalty.