Penerapan Layanan Prima untuk Meningkatkan Kepuasan Pelanggan dalam Perspektif Pemasaran Syariah
(Studi Kasus Di Toserba Sunan Drajat Cabang Lasem)
DOI:
https://doi.org/10.58518/al-musthofa.v1i9.5001Keywords:
Excellent Service, Customer Satisfaction, Islamic MarketingAbstract
This study aims to determine the implementation of excellent service to increase customer satisfaction based on a sharia marketing perspective at Sunan Drajat Department Store, Lasem Branch. The research focuses on the implementation of excellent service, the implementation of sharia marketing values, and their impact on customer satisfaction. This study uses a qualitative approach with field research methods to obtain in-depth data. Data were obtained through interviews, observations, and documentation of managers, employees, and customers. The results show that excellent service is implemented through fast, accurate, friendly service, and a comfortable environment. Sharia marketing values are also implemented through honesty, trustworthiness, fairness, good communication, and the provision of halal products. These implementations have a positive impact on customer satisfaction because customers feel comfortable, trustworthy, and satisfied when shopping.
References
Dahmayanti, A. (2025). Manajemen Pemasaran Syariah (Pertama). CV Bravo Press Indonesia.
Admadji, A. (2018). Layanan Prima Dalam Praktik Saat Ini. Deepublish.
Febrianzah, F. (2026) Manajer Toserba Sunan Drajat Cabang Lasem, wawancara.
Hafizd, J. Z. (2025). Prinsip syariah dalam komunikasi pemasaran. Jurnal Ilmu Manajemen dan Bisnis, 1(2), 9299. https://doi.org/10.65369/xywjr098
Nurul, (2026) Pelanggan Toserba Sunan Drajat Cabang Lasem, wawancara.
Yuli, (2026) Pelanggan Toserba Sunan Drajat Cabang Lasem, wawancara.
Kusdibyo, L., & Leo, G. (2020). Kualitas Layanan untuk Meningkatkan Kepuasan dan Loyalitas Pelanggan pada Bisnis Ritel. Prosiding 1st Industrial Research Workshop and National Seminar, 1.
Maupa, H. (2023). Pendekatan Konsep dan Teori dalam Pemasaran Berbasis Islam (Pertama). CV. Kanaka Media.
Mardi, N.I. (2024). Implementasi Pelayanan Prima (Service Excellence) pada Bank Muamalat KCP Pasuruan untuk Memaksimalkan Kepuasan Nasabah (Studi pada Bank Muamalat KCP Pasuruan). Ihsanika : Jurnal Pendidikan Agama Islam, 3(1), 227–238. https://doi.org/10.59841/ihsanika.v3i1.2179
Nurrachmi, I., & Setiawan, S. (2020). Pengaruh Religiusitas, Kepercayaan, dan Kepuasan terhadap Keputusan Pembelian Ulang Produk Halal. Iqtishadia Jurnal Ekonomi & Perbankan Syariah, 7(2), 126137. https://doi.org/10.19105/iqtishadia.v7i2.3521
Perekonomian PPSD. Perekonomian Pondok Pesantren Sunan Drajat, CV Toserba Sunan Drajat [Https://perekonomian.ppsd.id/cv-toserba-sunan-drajat/].
Ramadhan, M. N. S., & Asnawi, N. (2020). Studi Mediasi Kepuasan Pelanggan Pada Industri Retail: Peran Kualitas Layanan dan Implikasinya terhadap Loyalitas Pelanggan. Iqtishoduna, 16(2), 115130. https://doi.org/10.18860/iq.v16i2.9929
Rohim, A., & Rahman, T. Implementasi pemasaran syariah berbasis digital dalam meningkatkan daya saing umkm di pasar lokal (studi pelaku umkm di kabupaten pamekasan). Jurnal media akademik (jma), vol.2, no.10 oktober 2024.
Salma, A., Santi, M., & Timur, J. (2025). Implementasi Pelayanan Prima Berbasis Etika Bisnis Islam di Toko. 12(2).
Shony Azar, M. A., & Efendi, A. (2020). Pengaruh kecepatan layanan dan keramahan layanan terhadap kepuasan pelanggan dirumah kopi lamongan. Humanis: Jurnal Ilmu-Ilmu Sosial dan Humaniora, 12(2), 136148. https://doi.org/10.52166/humanis.v12i2.1969
Sulistiyowati, W. (2018). Buku Ajar Kualitas Layanan: Teori Dan Aplikasinya. Umsida Press. https://doi.org/10.21070/2018/978-602-591-436-2
Tjiptono, F. (2022). Service Management: Mewujudkan Layanan Prima Edisi 4. Penerbit Andi. https://books.google.co.id/books?id=6n6reaaaqbaj
Ritonga, W. (2020). Pelayanan Prima. PT. Muara Karya (Anggota IKAPI).
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Elvidatul Mubariroh, Syamsir Alamsyah Harahap, Kurnia Cahya Lestari (Author)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
2.png)
