Literatur Review : Hubungan Antara Etika Bisnis dan Kepuasan Pelanggan

Abstrak

This study aims to examine the relationship between business ethics and customer satisfaction using a Systematic Literature Review (SLR) approach. Business ethics, which include principles such as honesty, fairness, integrity, and social responsibility, are believed to play a crucial role in shaping customer perception and loyalty. By reviewing ten studies from various industry sectors including restaurants, retail, digital services, and Islamic valuebased businesses this research evaluates how the application of ethical principles influences customer satisfaction. The synthesis results indicate that business ethics consistently enhance customer trust, strengthen corporate image, and foster sustainable loyalty and satisfaction. However, several findings also highlight the importance of other contributing factors, such as product quality, pricing, and service, in creating overall customer satisfaction. Therefore, while the relationship between business ethics and customer satisfaction is significant, it does not stand alone but is influenced by complex contextual factors. This study offers both theoretical and practical contributions by promoting the implementation of business ethics as a strategic approach to improving customer experience and loyalty.