Pelayanan Berbasis Akhlak: Implementasi Prinsip Etika Islam dalam Manajemen Layanan Bank Syariah

Abstract

This study originates from the main problem of the weak internalization of moral values in the service practices of Islamic banking, which creates a gap between Islamic ethical principles and the actual behavior of bank employees in providing services to customers. Although Islamic banks operate based on sharia principles, in practice, there are still issues such as lack of transparency, weak moral responsibility, and the suboptimal application of core values such as amanah (trustworthiness), adl (justice), ihsan (excellence), and siddiq (truthfulness) within the service culture. This research employs a library research method by analyzing various scholarly sources, including Scopus-indexed journals, books on Islamic ethics, and literature related to Islamic banking service management. The approach aims to identify relevant Islamic ethical concepts and examine how moral values can be integrated into service management systems. The results indicate that implementing moral principles in Islamic banking services significantly enhances customer trust, loyalty, and satisfaction. The value of amanah fosters trust, adl ensures fairness in interactions, ihsan improves service quality through empathy and professionalism, and siddiq strengthens integrity and transparency. Thus, morality-based service not only reinforces the ethical image of Islamic banks but also establishes a foundation for the sustainability of financial institutions that are spiritually grounded and socially responsible.