ISLAMIC E-SERVICE QUALITY (IESQ): SEBUAH MODEL KONSEPTUAL

MUHAMMAD FAUZI, AIDIL NOVIA, PAISAL RAHMAT, ALEK WISSALAM BUSTAMI, REZKI AGRISA DITAMA

Abstract


Model konseptual kualitas layanan elektronik (selanjutnya disingkat ESQ) sudah banyak dikembangkan oleh ahli maupun akademisi. Namun, dalam literatur kajian ekonomi Islam belum ditemukan dari ahli maupun akademisi yang mengembangkannya, ada yang berusaha mengembangkan model konseptual Islamic E-Service Quality (selanjutnya disingkat IESQ) tampak belum tampak terlihat sebagai suatu set yang jelas, dan model konseptual yang ramai dibicarakan masih dalam seputaran Islamic Traditional Service Quality (selanjutnya disingkat ITSQ). Mengingat kebutuhan ini, perlu ditelusuri lebih mendalam di balik model konseptual yang relevan untuk IESQ. Penelitian ini diadakan bertujuan untuk mengidentifikasi landasan teori ESQ secara umum dan mengembangkanya sebuah model konseptual untuk IESQ. Penelitian ini dilakukan dengan menggunakan pendekatan Literatur Review. Peneletian ini menunjukan bahwa konsep IESQ berkaitan dengan sebuah pelayanan yang diberikan kepada pelanggan untuk memperoleh atau memenuhi kebutuhan terhadap produk dan jasa yang difasilitasi oleh jejaring internet/situs Web, dengan pelaksaanaanya tetap tunduk kepada nilai dan prisnip syariat Islam. Beberapa model konseptual IESQ, diberikan dengan istilah singkat T-D-3K-2P, yaitu “T: Tampilan situs web (Website Display)”, “D: Daya tanggap (Responsiveness)”, “3K: Keamanan (Securitty), Keandalan (Reability), Kemudahan penggunan (Ease of Use), “2P: Pemenuhan (Fulfilment) dan Personalisasi (Personalisation)”. Akhirnya model konseptual tersebut, dapat menjadi pengungkit praktis dan wawasan bagi para manejer yang sudah bergelut dalam dunia bisnis Islam, sekaligus juga terbuka bagi penelitian masa depan.

Keywords


Islamic E-Service Quality, Islamic E-Service Quality Model, Isalmic Business, Islamic Economic

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DOI: http://dx.doi.org/10.15548/maqdis.v6i1.508

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