DETERMINAN LOYALITAS NASABAH BANK SYARIAH INDONESIA DI JAKARTA PASCA SERANGAN SIBER

Achmad Kurnia, . (2025) DETERMINAN LOYALITAS NASABAH BANK SYARIAH INDONESIA DI JAKARTA PASCA SERANGAN SIBER. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The phenomenon of rapid growth in Islamic banking in Indonesia, particularly Bank Syariah Indonesia (BSI), is noteworthy because customer loyalty remains high despite a crisis of confidence caused by cyber attacks in 2023. This situation necessitates a study of the factors that influence customer loyalty. This study aims to analyse the influence of Islamic Financial Literacy, Brand Trust, and Service Quality on BSI Customer Loyalty in Jakarta. The study uses a quantitative approach with non-probability sampling techniques and involves 100 BSI customer respondents. Data were collected through an online questionnaire with a 1–4 Likert scale and processed using Partial Least Squares-Structural Equation Modelling (PLS-SEM) through SmartPLS to test the validity, reliability, and structural relationships between variables. The results showed that Sharia Financial Literacy, Brand Trust, and Service Quality each had a positive and significant effect on Customer Loyalty. These findings emphasise the importance of strengthening Islamic literacy, brand trust, and service quality in efforts to maintain and increase BSI customer loyalty.

Item Type:	Thesis (Skripsi)
Additional Information:	[No. Panggil: 2210116070] [Pembimbing: Fitri Yetty] [Penguji 1: Fadhli Suko Wiryanto] [Ketua Penguji: Ade Nur Rohim]
Uncontrolled Keywords:	Sharia Financial Literacy, Brand Trust, Service Quality, Customer Loyalty
Subjects:	B Philosophy. Psychology. Religion > BP Islam. Bahaism. Theosophy, etc H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Program Studi Ekonomi Syariah (S1)
Depositing User:	ACHMAD KURNIA
Date Deposited:	09 Apr 2026 03:18
Last Modified:	09 Apr 2026 03:18
URI:	http://repository.upnvj.ac.id/id/eprint/41191

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