Integrating Shariah-Compliant Practices in Customer Service Management for Customer Satisfaction and Loyalty
Keywords:
Islamic Values;, Customer Satisfaction;, Customer Service;, loyalty;Abstract
Customer service is widely recognised as a strategic driver of profitability and sustainability. However, in Muslim-majority societies, expectations extend beyond efficiency, courtesy, and convenience to include Islamic values such as fairness, honesty, benevolence, and social responsibility. The progression of Islamic finance, halal tourism, and Shariah-compliant services highlights gaps that exist in conventional service quality frameworks, such as SERVQUAL, CSAT, and NPS, which overlook the Maqasid al-Sharīah principles of justice, compassion, and harm prevention. This paper reviews these limitations and proposes a Shariah-compliant model that integrates Islamic values with traditional constructs, offering practical guidance for organisations and opportunities for future empirical validation.
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