The Phenomenon of Problem Customers at Syariah Pawnshop: A Qualitative Study of Gold Installment and Rahn Products

Authors

  • Muhammad Rizky Antonio Toefany Universitas Islam Negeri Sunan Ampel Surabaya
  • Farida Ulfa Universitas Islam Negeri Sunan Ampel Surabaya
  • Rizka Nabilah Al-Wakhidah Universitas Islam Negeri Sunan Ampel Surabaya
  • Muhammad Fadhil Aziz Ramadhan Universitas Islam Negeri Sunan Ampel Surabaya
  • Muhammad Sholahuddin Majid Universitas Islam Negeri Sunan Ampel Surabaya
  • Muhammad Iqbal Surya Pratikto Universitas Islam Negeri Sunan Ampel Surabaya

DOI:

https://doi.org/10.30651/jms.v11i2.31216

Abstract

This study aims to analyze the phenomenon of problematic customers in rahn and gold installment products at Pegadaian Syariah, specifically related to the causal factors, customer behavior, and the institution's handling strategies. The study used a qualitative approach with a phenomenological design to understand the subjective experiences of informants. Data were collected through in-depth interviews, observation, and documentation with informants consisting of internal Pegadaian Syariah employees and supported by field data. The results indicate that problematic customers are influenced by decreased repayment capacity, geographical constraints, low utilization of digital applications (TRING), and a lack of response to reminder systems. From a behavioral perspective, indications of moral hazard and limited information were found, causing a mismatch between initial conditions and payment reality. The handling strategy was implemented in stages through reminders, in-person visits, extension or top-up options, and auctions as a final step. This study contributes to enriching the literature on behavior-based Islamic finance and offers practical implications for strengthening risk management and communication strategies at Pegadaian Syariah. Future research is recommended to develop a mixed methods approach for more comprehensive results.

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Published

2026-05-09

How to Cite

Muhammad Rizky Antonio Toefany, Farida Ulfa, Rizka Nabilah Al-Wakhidah, Muhammad Fadhil Aziz Ramadhan, Muhammad Sholahuddin Majid, & Muhammad Iqbal Surya Pratikto. (2026). The Phenomenon of Problem Customers at Syariah Pawnshop: A Qualitative Study of Gold Installment and Rahn Products. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 11(1). https://doi.org/10.30651/jms.v11i2.31216

Issue

Vol. 11 No. 1 (2026)

Section

Artikel

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