Customer’s Responses to Changes in Islamic Banking Service Post Covid-19 Pandemic in Indonesia

Abstract

This research focuses on identifying customers' responses to the changes that limit direct service and implementing online-based Islamic banking services. This study uses a mix-method approach and results of interviews with Islamic bank staff and questionnaires to 260 respondents, showed that the changes that accommodate Covid-19 protocol in CARTER were received positively by customers as a form of empathy and response to their complaints. It also emphasizes that the pandemic is not an entirely negative phenomenon. Instead, it gives momentum for business development through a transformation toward the digital banking services that trend in financial business.