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THE MEANING OF IHSAN IN ISLAMIC BANKING DIGITAL SERVICES: A CASE STUDY OF MOBILE BANKING SERVICE QUALITY IN INDONESIA DISUSUN OLEH : Nama : Vy Najmun NIM : 250801033 Mata Kuliah : Sevice Excellence DOSEN PENGAMPU PUTRI JAMILAH,SE.Sy.,MEK PROGRAM STUDI PERBANKAN SYARIAH FAKULTAS STUDI ISLAM UNIVERSITAS MUHAMMADIYAH RIAU PEKANBARU 2025
A. INTRODUCTION The development of digital technology has brought significant changes to the banking industry, including Islamic banking. Today, customers can perform various transactions through mobile banking without visiting a bank branch. These services provide convenience for transferring money, checking account balances, paying bills, and managing other financial activities. However, the use of digital technology also requires banks to pay attention to security, system reliability, and customer convenience. Islamic banking is not only responsible for providing convenient financial services but also for applying Islamic values in its operations. One important value is ihsan. Ihsan teaches Muslims to do their work in the best possible way and to carry out their responsibilities with the awareness that Allah SWT observes their actions. In banking services, ihsan can be practiced through honesty, care, responsibility, and sincere efforts to provide good service to customers. The application of ihsan is increasingly important in digital banking because customers do not always interact directly with bank employees. Customers need applications that are easy to use, reliable transactions, and protection for their personal and financial information. Therefore, digital service quality must be considered so that technological convenience remains consistent with Islamic ethical values. This essay discusses the meaning of ihsan in Islamic banking digital services by examining research on mobile banking service quality in Indonesia. The discussion focuses on security, system reliability, application efficiency, and the bank's responsibility to provide useful services to its customers. B. DISCUSSION 1. The Concept of Ihsan in Islamic Banking Services Ihsan is an important value in Islam that emphasizes goodness and sincere efforts in performing actions. In Surah An-Nahl, verse 90, Allah SWT commands people to act justly and do good. This verse shows that ihsan can be applied not only in worship but also in daily activities, including economic activities and services to society. In Islamic banking, ihsan means making a serious effort to provide the best possible service while maintaining honesty, fairness, trustworthiness, and concern for customers. Good service should not only fulfill administrative procedures but also provide benefits and a sense of security to customers. For example, a bank that applies ihsan should provide clear product information, protect customer data, and assist customers who experience difficulties using digital services. Bank employees should also explain transaction procedures in simple language so that customers can make informed decisions. Therefore, ihsan in Islamic banking services is not limited to friendly behavior by employees. It also includes service quality, institutional responsibility, and a commitment to protecting customers' interests.
2. The Importance of Mobile Banking Service Quality Mobile banking is a service that allows customers to conduct banking transactions through mobile devices. This service improves efficiency because customers do not always need to visit a bank branch. However, digital service quality remains important for building customer trust. Rahma and Sofyani (2024) examined the influence of Islamic banking digital service quality on customers' intention to continue using these services in Indonesia. Their research examined several dimensions of digital service quality, including application structure, application efficiency, responsiveness, ease of use, security, reliability, and personalization. The study found that application efficiency, security, and reliability had significant effects on customers' intention to continue using Islamic banking services. Meanwhile, application structure and responsiveness did not show significant effects in the study. These findings suggest that digital service quality is not determined only by the appearance of an application. It also depends on whether the system provides safe, efficient, and reliable services. From the perspective of ihsan, banks need to pay attention to these aspects because customers trust banks with their financial transactions and personal information. 3. Case Study: Mobile Banking Service Quality in Indonesian Islamic Banking This essay uses the research conducted by Rahma and Sofyani (2024), entitled The Influence of Islamic Banking Digital Service Quality on Intention to Continue Using Islamic Banking: A Case of Indonesia. The study discusses digital service quality in Indonesian Islamic banking, particularly mobile banking services. The researchers used questionnaires developed from previous studies and analyzed the relationship between digital service quality and customers' intention to continue using Islamic banking services. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS- SEM). One of the main findings was that application efficiency, security, and reliability significantly influenced customers' intention to continue using Islamic banking services. These findings highlight the importance of trustworthy digital systems in encouraging customers to continue using banking services. The findings can be analyzed through the concept of ihsan. First, service security is related to amanah, or trustworthiness. Banks have a responsibility to protect customers' personal and financial information. They should take appropriate measures to protect data and reduce the risk of information misuse. Second, application efficiency is related to concern for customers' needs. Applications that are easy to use and allow transactions to be completed efficiently can save customers time and effort. This shows that good service should consider the convenience experienced by users.
Third, system reliability is related to responsibility. Customers need services that function properly and support accurate transactions. Therefore, banks should maintain their systems, improve security, and provide assistance when customers experience transaction problems. It is important to note that the study did not directly measure ihsan. The connection between the research findings and ihsan in this essay is an ethical analysis based on Islamic principles. The study provides evidence about digital service quality, while ihsan provides a framework for discussing the moral responsibilities of Islamic banking institutions. 4. Analysis of Ihsan in Mobile Banking Services The application of ihsan in mobile banking can be analyzed through several important aspects. First, security and amanah. Banks should protect customer information and provide appropriate safeguards against digital crimes. They should also communicate security procedures clearly so that customers understand how to use banking services safely. Second, convenience and care. Digital services should be designed for customers with different levels of technological ability. Clear instructions and simple language can help customers who are unfamiliar with digital applications. This reflects concern for the needs of different users. Third, reliability and responsibility. Banks should make serious efforts to ensure that their systems process transactions accurately. When technical problems occur, customers should receive clear information about what they can do. Banks should also provide accessible support when problems cannot be solved through the application. Fourth, honesty and transparency. Information about fees, transaction conditions, and service risks should be communicated openly. Banks should not provide misleading information or hide important terms from customers. Fifth, continuous improvement. Banks should evaluate digital service quality based on customer difficulties and service needs. Improving systems is part of the effort to provide better services and prevent similar problems from happening again. Through these aspects, ihsan can be understood not only as a principle guiding individual behavior but also as a value that encourages banking institutions to develop services that are safe, fair, and beneficial. 5. Challenges in Applying Ihsan to Digital Services Although mobile banking provides many benefits, applying ihsan to digital services also presents several challenges. One challenge is security risk, including information theft, digital fraud, and account misuse. These risks require banks to improve system protection continuously and educate customers about digital security. Another challenge is the difference in customers' technological abilities. Some customers may have difficulty understanding application features or following transaction procedures. If banks focus only on technology without providing sufficient assistance, some customers may struggle to access banking services.
In addition, system disruptions can affect customer convenience and trust. Banks should provide clear information when services experience problems and offer accessible support. These responses should be professional, honest, and considerate of customers' interests. To address these challenges, Islamic banks should strengthen system security, improve application usability, provide responsive customer support, and educate customers about digital banking. These efforts represent forms of responsibility that are consistent with the value of ihsan. C. CONCLUSION 1. Conclusion Ihsan has an important meaning in Islamic banking digital services because it encourages banking institutions to provide the best possible service while maintaining trustworthiness, honesty, care, and responsibility. In mobile banking, these values can be applied through customer data protection, system reliability, application convenience, and transparent information. The study by Rahma and Sofyani (2024) found that application efficiency, security, and reliability significantly influenced customers' intention to continue using Islamic banking services. These findings provide a basis for understanding the importance of digital service quality in building customer trust. Although the study did not directly measure ihsan, its findings can be analyzed using Islamic principles. By applying ihsan, Islamic banks are expected not only to develop convenient technology but also to ensure that their services are safe, fair, transparent, and beneficial to society. 2. Suggestions Islamic banks should continue improving mobile banking quality by strengthening security, maintaining reliable systems, and providing accessible customer support. In addition, education about digital transaction security should be improved. In this way, technological development can progress together with the application of Islamic values in banking services. REFERENCES Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam. Kementerian Agama Republik Indonesia. (n.d.). Al-Qur'an dan terjemahannya: Surah An-Nahl, verse 90. Rahma, N., & Sofyani, H. (2024). The influence of Islamic banking digital service quality on intention to continue using Islamic banking: A case of Indonesia. Journal of Accounting and Investment.