Efektivitas Penggunaan Layanan Fitur Syariah Aplikasi Pospay Pada Pengguna Di Surabaya

Abstract

This study aims to analyze the effectiveness of the use of sharia feature services in the Pospay
application by users in Surabaya. The sharia feature on Pospay is an innovation of PT Pos Indonesia
(Persero) in providing sharia services. The research method used is qualitative based with a
phenomenological approach. Data collection techniques were conducted through interviews and
observations of active users of sharia features in Surabaya, application informatics technicians, and
representatives of the Surabaya Post Office. Data analysis used the Miles and Huberman model with
the stages of open coding, axial coding, and selective coding. The results showed that the sharia
features in Pospay are considered effective in supporting users' sharia needs activities. Users feel
helped because services can be accessed easily, safely, and in accordance with sharia principles.
However, there are some weaknesses such as the lack of socialization, limited sharia institution
partners, technical constraints when the network is unstable. These findings provide a real picture of
the dynamics of the use of application-based sharia services, especially in the context of digital
platforms owned by non-bank SOEs which are still rarely studied. Solutions that can be done are
increased promotion, expansion of cooperation with Islamic financial institutions, strengthening the
technical side of the application. This research is expected to contribute to the development of Islamic
fintech in Indonesia.