Analisis Kepuasan Customer atas Implementasi Prinsip Syariah dalam Akad Istishna’ pada PT. Mari Beri Faedah

Fajar Wijaya, Aan. 2025. Analysis of Customer Satisfaction on the Implementation of Sharia Principles in Istishna' Contracts at PT. Mari Beri Faedah. Bachelor Thesis. Sharia Economics Study Program, Faculty of Islamic Religion, Universitas Muhammadiyah Ponorogo. Supervisors: (I) Dr. Sri Hartono, S.E., M.M., (II) Arif Hartono S.E., M.S.A.

This research investigates the implementation of Sharia principles in istishna’ contracts at PT. Mari Beri Faedah (Marifa) and analyzes customer satisfaction with their products and services. Amidst the growing demand for Sharia-compliant housing, Marifa strives to meet this need by integrating four Islamic principles Rabbaniyyah, Akhlaqiyyah, Waqi’iyyah, and Insaniyyah into their project planning and execution.

This study employs a descriptive qualitative method with an ethnographic approach, involving direct researcher engagement in Madiun. Data were collected through observations, in-depth interviews with directors, employees, and randomly selected customers, as well as documentation. Data analysis included collection, reduction, presentation, and conclusion drawing, supported by source triangulation for validation.

Results of the study show that Marifa has a strong commitment to sharia principles. However, consistency and coordination in practical implementation remain areas that need continuous improvement. The transparent application of sharia principles has led to high customer satisfaction. Marifa has successfully created sharia-based satisfaction, but it needs to improve operational efficiency and service responsiveness to maintain customer satisfaction.

Keywords: Customer Satisfaction, Sharia Principles, Istishna' Contract.