ThesisOpen AccessPDF tersedia
2025•Skripsi, Thesis, Disertasi, dan Tugas Akhir
The banking industry is increasingly exposed to cybercrime threats, including the ransomware attack that struck Bank Syariah Indonesia (BSI) in May 2023, causing service disruptions and suspected data breaches. Such incidents theoretically have the potential to weaken customer loyalty. However, an observed phenomenon indicates that loyalty did not entirely decline, suggesting that BSI’s strong brand image may play an essential role in maintaining customer relationships during such crises. This study aims to examine the influence of ransomware and brand image on customer loyalty of Bank Syariah Indonesia, focusing on students of the Islamic Banking Department at UIN Mahmud Yunus Batusangkar, class of 2022. The research employs a descriptive quantitative method through field research. The population consists of 109 active students, and the sample was determined using the Slovin formula with a Stratified Random Sampling technique, resulting in 52 respondents. Data were collected through a Likert-scale questionnaire and analyzed using multiple linear regression with SPSS version 26. The findings indicate that ransomware has a significant negative effect on customer loyalty, while brand image has a significant positive effect. Simultaneously, both variables significantly influence loyalty. These results highlight that although cybersecurity incidents can decrease trust and loyalty, a strong brand image is able to function as a stabilizing factor that helps maintain customer relationships with the bank. Keywords: Ransomware, Brand Image, Customer Loyalty, Bank Syariah Indonesia.
ThesisOpen AccessPDF tersedia
2025•Skripsi, Thesis, Disertasi, dan Tugas Akhir
ABSTRAK Tamara Suria Nengsi, NIM. 2130404168. Judul SKRIPSI “Pengaruh Service Quality, Switching Barriers, dan Customer Relationship Management (CRM) yang diinterverning Repurchase Intention Terhadap Customer Loyalty (Studi Kasus Penghuni Kost-Kostan di Nagari Cubadak)”. Program Studi Manajemen Bisnis Syariah, Fakultas Ekonomi dan Bisnis Islam, Universitas Islam Negeri (UIN) Mahmud Yunus Batusangkar. Permasalahan dalam penelitian ini yakni banyaknya penghuni kost-kostan berpindah-pindah dari kost satu ke kost yang lainnya tanpa mempertimbangkan faktor seperti kualitas pelayanan, hambatan berpindah dan hubungan dengan pemilik kost. Tujuan penelitian ini adalah untuk mengetahui Pengaruh Service Quality, Switching Barriers, dan Customer Relationship Management (CRM) yang diinterverning Repurchase Intention Terhadap Customer Loyalty (Studi Kasus Penghuni Kost-Kostan di Nagari Cubadak). Penelitian ini dilakukan dengan pendekatan kuantitatif. Teknik pengumpulan data menggunakan kuisioner. Populasi dalam penelitian ini yakni penghuni kost-kostan yang berjumlah 990 orang. Sampel yang digunakan sebanyak 90 penghuni kost di Nagari Cubadak. Teknik analisis data menggunakan analisis Statistical Program For Social Science (SPSS). Berdasarkan hasil penelitian menunjukkan bahwa Service Quality tidak berpengaruh terhadap Customer Loyalty. Switching Barriers berpengaruh terhadap Customer Loyalty. CRM berpengaruh terhadap Customer Loyalty. Service Quality berpengaruh terhadap Repuchase Intention. Switching Barriers berpengaruh terhadap Repuchase Intention. CRM tidak berpengaruh terhadap Repuchase Intention. Repuchase Intention berpengaruh terhadap Customer Loyalty. Service Quality berpengaruh terhadap Customer Loyalty melalui Repuchase Intention. Switching Barriers tidak berpengaruh terhadap Customer Loyalty melalui Repuchase Intention. CRM tidak berpengaruh terhadap Customer Loyalty melalui Repuchase Intention.
