Konsep Layanan Humanistik Dalam Bank Syariah (Tinjauan Nilai-Nilai ESQ Ary Ginanjar Agustian)

Hamidahyati Hamidahyati; Liliany Purnama Ratu; Novita Sari

doi:10.37092/el-ghiroh.v23i2.1328

Authors

Hamidahyati Hamidahyati Universitas Islam Nusantara Al-Azhaar Lubuk Linggau
Liliany Purnama Ratu Universitas Islam Nusantara Al-Azhaar Lubuk Linggau
Novita Sari Universitas Islam Nusantara Al-Azhaar Lubuk Linggau

DOI:

https://doi.org/10.37092/el-ghiroh.v23i2.1328

Keywords:

ESQ, humanistic service, Islamic banking, emotional intelligence, spiritual intelligence, Ary Ginanjar Agustian

Abstract

Service in Islamic banking is not only oriented toward compliance with the principles of fiqh muamalah, but also needs to prioritize humanistic values rooted in spirituality. This article aims to examine the concept of humanistic service in Islamic banks using the Emotional Spiritual Quotient (ESQ) approach developed by Ary Ginanjar Agustian. The ESQ approach emphasizes the integration of intellectual (IQ), emotional (EQ), and spiritual (SQ) intelligence as a foundation for building services that are not only efficient, but also meaningful, ethical and spiritual. Through literature study and a descriptive-qualitative approach, this study finds that ESQ values such as honesty, responsibility, compassion, and tawhid-based awareness can strengthen a service ethos oriented toward customer satisfaction and spiritual benefit. Implementing these values in Islamic banking services can enhance customer trust, strengthen loyalty, and shape the institution’s image as one of integrity and Islamic character. This study recommends strengthening ESQ-based training as part of systematic and sustainable human resource development in islamic banking.

Downloads

Download data is not yet available.

References

Aini, N., Purwanto, B., & Raharjo, K. (2020). Pengaruh kualitas layanan Islami terhadap kepuasan dan loyalitas nasabah bank syariah. Jurnal Ekonomi dan Perbankan Syariah, 8(2), 105–117. https://doi.org/10.52433/jebs.v8i2.113

Akbar, F.?R., & Nurlina. (2023). Pengaruh kecerdasan spiritual terhadap komitmen organisasional melalui kepuasan kerja sebagai variabel mediasi pada karyawan perbankan syariah di Kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen. jim.usk.ac.id+1journal.arimbi.or.id+1

Akhyar, Z., Amri, & Nurdin, R. (2022). The effect of emotional intelligence and work environment on motivation and their impact on employee performance of PT. Bank Syariah Indonesia (Ex BSM) Consolidated Aceh area. International Journal of Scientific and Management Research. ijsmr.in

Alim, M. N., & Wahyuni, R. (2021). Maqasid sharia-based service quality model in Islamic banking. Journal of Islamic Economics and Business, 6(2), 117–132. https://doi.org/10.21580/jieb.2021.6.2.8513

Anjelisa, A., Fatmawati, I., & Nuryakin, N. (2023). The Effect of Islamic Service Quality on Customer Satisfaction and Loyalty in Islamic Banks in Indonesia. International Journal of Management Science and Information Technology, 3(1), 70–74. journal.lembagakita.org+1jurnal.stiq-amuntai.ac.id+1

Braun, V., & Clarke, V. (2021). Thematic analysis: A practical guide. SAGE Publications.

Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). SAGE.

Denzin, N. K. (2017). The research act: A theoretical introduction to sociological methods. Routledge.

Dewi, R. A., Purwoko, B., & Zulkifli, A. (2023). Analisis kualitas layanan berbasis nilai Islam terhadap loyalitas nasabah bank syariah. Jurnal Ekonomi Syariah, 15(1), 88–97.

Dimyati, M., Afandi, F., & Destari, M. (2020). The impact of service quality and religious commitment on customer loyalty in Islamic banks. International Journal of Islamic Business Ethics, 5(1), 27–38.

Dusuki, A. W., & Abdullah, N. I. (2020). Maqasid al-Shari’ah, maslahah, and corporate social responsibility: An Islamic perspective. Shariah Journal, 28(1), 1–24.

Fadillah, R. M., & Wahyuni, S. (2023). Islamic service excellence: A humanistic approach in Sharia banking. International Journal of Islamic Business Ethics, 8(1), 45–59. https://doi.org/10.30659/ijibe.8.1.45-59

Fatmawati, I., Irianda, A.?G., & Abilawa, A. (2024). The influence of Islamic service quality, emotional attachment, and religiosity on satisfaction for loyalty in the context of Sharia banking. E3S Web of Conferences. ejournal.unesa.ac.id+2e3s-conferences.org+2researchgate.net+2

Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2024). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. JEKI, 7(1).

Ginanjar, A. (2019). ESQ: Rahasia sukses membangun kecerdasan emosional dan spiritual. Arga.

Hafasnuddina, & Abd. Majid, M.?S. (2022). What drives Islamic banking customers’ satisfaction and loyalty: Financial or spiritual benefits? Journal of Sustainable Finance & Investment. tandfonline.com

Hafidh, M., & Lestari, S. R. (2022). Spiritualitas dalam pelayanan keuangan syariah: Studi empiris pada bank syariah nasional. Jurnal Etika dan Keuangan Islam, 4(1), 44–59.

Haryadi, M. (2021). Islamic service quality in the context of maqashid sharia: A conceptual study. Journal of Islamic Economic Studies, 2(2), 123–134.

Haryanto, R., Al Jufri, E. A. N., & Ahmad, A. A. (2023). The Service quality, corporate image, satisfaction, and loyalty: A study of Sharia banks in rural areas during COVID-19. al Uqud: Journal of Islamic Economics, 7(2), 278–295. journal.uii.ac.id+4journal.unesa.ac.id+4ejournal.insuriponorogo.ac.id+4

Kholid, A., & Nuryakin, C. (2023). Humanizing Islamic banking service: The role of spirituality and ethics. Journal of Islamic Marketing, 14(2), 317–335. https://doi.org/10.1108/JIMA-08-2021-0268

Miles, M. B., Huberman, A. M., & Saldaña, J. (2018). Qualitative data analysis: A methods sourcebook (4th ed.). SAGE Publications.

Rahma, N., & Sofyani, H. (2022). The influence of Islamic banking digital service quality on intention to continue using Islamic banking: a case of Indonesia. Journal of Accounting and Investment. journal.umy.ac.id

Rahmatika, D. N., & Wulandari, S. (2022). Humanistic service and its implications on customer trust: A study on Islamic banking frontliners. Jurnal Manajemen dan Bisnis Islam, 10(1), 21–30.

Saefudin, A., Hasan, M., & Nawawi, H. (2024). The influence of spiritual leadership on employee performance with quality of work life and job satisfaction as mediating variables: A study of Islamic banks in Indonesia. International Journal of Organizational Leadership, 13(1), 75–88. https://doi.org/10.33844/ijol.2024.60312

Sekawati, R., Marlita, L., & Syaifudin, A. (2023). Pengaruh nilai religius dan kualitas layanan terhadap kepuasan pelanggan bank syariah. Jurnal Manajemen dan Bisnis Islam, 10(2), 143–155.

Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339. https://doi.org/10.1016/j.jbusres.2019.07.039

Sudarsih, S., Jubaedah, E., & Rizal, M. (2018). The influence of emotional and spiritual intelligence on employee performance with motivation as an intervening variable (Study at Bank Syariah Mandiri and Bank Sinarmas Syariah in Jember City). International Journal of Social Science and Business, 2(3), 160–168. https://doi.org/10.23887/ijssb.v2i3.15974

Zulfikar, A. (2021). Humanistic management dalam pelayanan Islami: Relevansi untuk pengembangan mutu layanan keuangan syariah. Jurnal Ilmu Administrasi: Media Pengembangan Ilmu dan Praktek Administrasi, 18(2), 185–197. https://doi.org/10.31113/jia.v18i2.845 .