Analisis Kualitas Pelayanan Peserta Pensiunan Berdasarkan Prinsip Amanah, Keadilan, dan Maslahah dalam Perspektif Ekonomi Syariah di PT TASPEN (PERSERO) KC Jember

Abstract

Pension participant services are an important part of fulfilling the rights and needs of retired participants. Service quality at PT TASPEN (Persero) Jember needs to be understood not only from administrative effectiveness but also from Islamic economic values, particularly amanah (trustworthiness), justice ('adl), and maslahah (public benefit). This study aims to analyze the quality of pension participant services at PT TASPEN Jember based on these three principles. The study employed a descriptive qualitative approach with a case-study design. Data were obtained through interviews with service officers and pension participants, direct observation, documentation, and relevant literature. Data were analyzed through data reduction, data display, and conclusion drawing, while source triangulation was used to strengthen credibility. The findings indicate that service implementation is generally good. Amanah is reflected in officers' responsibility, accurate information, explanation of incomplete documents, and assistance during the service process. Justice is reflected in services according to participants' rights and needs, including additional assistance for participants who have difficulty understanding procedures. Maslahah is reflected in efforts to provide convenience, explain procedures, and reduce administrative difficulties. Nevertheless, the service still requires improvement, particularly in delivering information in simpler language and providing more intensive assistance to elderly participants. The study implies that integrating service-quality standards with Islamic values can strengthen participant-oriented service, trust, fairness, and practical benefit.