Redefining Customer Satisfaction in Islamic Financial Institutions: A Dual-Dimensional Theoretical Framework

Abstract

Customer satisfaction in Islamic financial institutions (IFIs) transcends conventional service quality paradigms by incorporating spiritual, ethical, and legal expectations derived from sharīʿah. This study proposes a dual-dimensional framework for conceptualizing customer satisfaction that integrates conventional models—such as SERVQUAL and expectancy-disconfirmation theory—with Islamic ethical principles including ʿadl, iḥsān, and amanah. Employing a conceptual methodology grounded in literature from both Western service marketing and Islamic finance, this article synthesizes normative and empirical insights to address three core questions: how satisfaction is defined in IFIs, which theoretical models apply, and what factors influence satisfaction in this context. The findings emphasize the necessity of expanding existing satisfaction theories to account for religious legitimacy, moral trust, and psychological peace. The proposed framework not only identifies service performance indicators but also ethical variables like transparency, sharīʿah compliance, and social responsibility. This theoretical synthesis contributes to Islamic economic thought and offers practical guidance for IFIs seeking to enhance customer loyalty while maintaining religious fidelity. Future empirical validation of this model is recommended to operationalize satisfaction metrics within Islamic finance environments.