PERSEPSI PEGAWAI FRONTLINER DALAM MENERAPKAN ETIKA KERJA ISLAMI DI BANK SYARIAH INDONESIA

Abstract

This study aims to determine frontliner employees’ perceptions of implementing Islamic work ethics, their implementation in providing services to customers, and the factors influencing frontliner employees’ perceptions at Bank Syariah Indonesia KCP Pangkalan Brandan. This study used a descriptive qualitative method, with data collected through interviews, observation, and documentation. The research informants consisted of frontliner employees and the management of Bank Syariah Indonesia KCP Pangkalan Brandan. The results of the study show three main findings: (1) frontliner employees have a good perception of Islamic work ethics, as reflected in their understanding of honesty, trustworthiness, responsibility, discipline, patience, friendliness, politeness, accuracy, and fairness; (2) Islamic work ethics have been implemented in customer service through friendly and polite attitudes, providing honest information, serving customers patiently, ensuring accuracy in transactions, protecting customer data, and cooperating with other employees; and (3) employees’ perceptions are influenced by their understanding of Islamic values, work rules and culture, leadership example, work environment, work experience, personal awareness, and interaction with customers.