ANALISIS PERSEPSI ANGGOTA KOPERASI TERHADAP LAYANAN DAN DIGITALISASI KEUANGAN SYARIAH PADA KSPPS BMT AL-BAHJAH CIREBON
Nurhudaya. Student ID: 2023.8.3.1.0029. “Analysis of Cooperative Members’ Perceptions of Services and Islamic Financial Digitalization at KSPPS BMT Al-Bahjah Cirebon.” This research is motivated by the rapid development of Islamic financial digitalization in Indonesia and the increasing need for Islamic cooperatives to provide quality and relevant services in the era of the industrial revolution 4.0. The purpose of this study is to analyze members’ perceptions of service quality and the implementation of Islamic financial digitalization, as well as how these perceptions influence member engagement and loyalty. This study employs a qualitative approach with a case study design. Data were collected through in-depth interviews, participatory observation, and documentation studies involving members, cooperative administrators, and pesantren management. Data analysis was conducted using the Miles & Huberman interactive model, consisting of data reduction, data display, and conclusion drawing. Data validity was ensured through source, technique, and time triangulation. The findings indicate that members perceive the services of BMT Al-Bahjah as fairly good in terms of reliability and security, but improvements are still needed in responsiveness and digital service education. Digitalization through the BMT Al-Bahjah Online application, virtual accounts, and e-payment services is considered beneficial, yet not fully accessible to all members, especially parents of students and alumni. Positive perceptions of service quality and technological convenience were found to increase member satisfaction and foster loyalty, while the lack of socialization and digital literacy remains the main inhibiting factor. This study concludes that services and Islamic financial digitalization at BMT Al-Bahjah have strong potential to enhance member loyalty and participation, provided that improvements in education, service quality, and consistent integration of sharia values are implemented.