The Ethical Practices of Islamic Banking: an Analysis From Customer Satisfaction Perspective

Abstract

This study aims to investigate the level of customer satisfaction as a result of the Islamic Work Ethics (IWE) implementation in Islamic banks in Aceh, Indonesia. Specifically, it examines the difference in perceiving satisfaction among customers of Islamic Commercial Banks (ICB), Islamic Business Units (IBU), and Islamic Rural Banks (IRB). The study incorporated a quantitative method which was employed through questionnaire surveys that were distributed to 600 respondents of seven Islamic banks. The data were then analyzed using descriptive and inferential analyses in SPSS. The findings of this research revealed that in general, the customers have shown a high satisfaction on the IWE practiced in Islamic banking institutions. Particularly, the ICB scored the highest satisfaction level compared to the other banking categories