Implementasi Nilai Etika Bisnis Islam dalam Pelayanan Konsumen pada Outlet Mitra Indogrosir Mojosari Mart

Abstract

Modern retail has expanded into rural areas, yet its service practices do not always reflect Islamic business ethics, including in partnership-based outlets operating within pesantren (Islamic boarding school) environments. This study aims to identify the Islamic business ethics values applied at Outlet Mitra Indogrosir (OMI) Mojosari Mart in Ngepeh Village, Loceret District, Nganjuk Regency, and to analyze how these values are implemented in consumer service. A descriptive qualitative approach was used. Data were collected through participant observation, in-depth interviews with six informants (the store coordinator, employees, and regular customers), and documentation, then analyzed with the interactive model of Miles, Huberman, and Saldaña; validity was tested through source and technique triangulation. The findings show that the outlet applies six values, namely honesty (ṣidq), trustworthiness (amanah), justice (ʻadl), responsibility, ihsan, and transparency. These values are not formalized in written rules but grow from the employees' character as santri. In consumer service, they operate across the five SERVQUAL dimensions in a pattern of “system duality”: Indogrosir's operational system serves as the procedural framework, while pesantren values act as the moral spirit of service. The study proposes that the pesantren community functions as a moral incubator that transmits Islamic values into modern business practice. Minor gaps remain in price-label updates and in the consistency of employee friendliness.