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Abstract

Penelitian ini bertujuan menganalisis dampak insiden BSI Error dan Dugaan Hacking terhadap kepercayaan dan loyalitas nasabah Bank Syariah Indonesia (BSI) di Kabupaten Subang. Temuan signifikan dari hasil uji determinan menunjukkan bahwa insiden tersebut memiliki pengaruh yang kuat terhadap tingkat kepercayaan (47,6%) dan loyalitas nasabah (35,6%). Kepercayaan nasabah terpengaruh secara serius oleh insiden, mengindikasikan keprihatinan terhadap keamanan layanan perbankan. Hilangnya kepercayaan dapat berdampak pada persepsi terhadap kredibilitas BSI sebagai lembaga keuangan syariah. Selain itu, insiden juga berperan penting dalam menjaga loyalitas pelanggan. Penurunan kepercayaan dapat menyebabkan penurunan loyalitas, yang berdampak jangka panjang pada hubungan antara nasabah dan lembaga keuangan. Penelitian ini memberikan wawasan mendalam tentang dampak insiden keamanan, menyoroti pentingnya respons proaktif dan strategi pemulihan untuk memulihkan kepercayaan nasabah. Lembaga keuangan perlu mengambil langkah nyata untuk memulihkan kepercayaan nasabah dan menjaga keamanan serta integritas layanan perbankan.


This research aims to analyze the impact of BSI error incidents and alleged hacking on the trust and loyalty of Bank Syariah Indonesia (BSI) customers in Subang Regency. Significant findings from the determinant test results show that this incident has a strong influence on the level of trust (47.6%) and customer loyalty (35.6%). Customer confidence was seriously affected by the incident, indicating concerns about the security of banking services. Loss of trust can impact perceptions of BSI's credibility as a sharia financial institution. Apart from that, incidents also play an important role in maintaining customer loyalty. A decline in trust can lead to a decline in loyalty, which has long-term impacts on the relationship between customers and financial institutions. This research provides in-depth insight into the impact of security incidents, highlighting the importance of proactive response and recovery strategies to restore customer trust. Institution.

Keywords

Insiden BSI Kepercayaan Nasabah Loyalitas Nasabah BSI Incident Customer Loyalty Customer Trust

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