Customers' trust in Islamic banking post-cyberattack leads to digital service breakdowns in Indonesia

Muniaty Aisyah · Yunia Silvia Sesunan · Ahmad Tibrizi Soni Wicaksono

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Islamic Finance and Banking Studies

Abstract

This study investigates how ransomware cyberattacks on Indonesia's largest Islamic bank, Bank Syariah Indonesia (BSI), affect Muslim customers' trust and their intention to continue using BSI Mobile after the cyberattacks, leading to digital service breakdowns. This study integrates the Technology Acceptance Model (TAM) with trust and customers' low-risk perception as an extended mediator, along with perceived ease of use and perceived usefulness. To deepen understanding of the digital service failure post-cyberattack context in Islamic banking, the model also includes religious concerns about avoiding riba and Islamic mobile banking features as moderators, proposing a TAM-trust mediation-moderation model. A total of 388 primary data sets were collected using convenience sampling and analyzed using PLS-SEM and MGA. The findings revealed that trust is a major driver of BSI Mobile’s continued use after service breakdowns post-cyberattack. Trust positively affected perceived ease of use, perceived usefulness, low-risk perception, and intention to use. Perceived usefulness and low-risk perception did not have a direct or indirect effect. Only perceived ease of use has direct and indirect effects that mediate trust and intention to use. The religious concern to avoid riba is a crucial moderator that strengthens the relationship between trust and low-risk perception. The Islamic features did not moderate any relationships, implying that they are not significantly distinguished from the conventional ones. This study extends the existing literature on Islamic mobile banking adoption and digital trust in the context of service failures and cyberattacks. The religious concern to avoid riba as a faith-based commitment partially alters conventional adoption pathways. Practically, this study suggests strategies to develop trust-building mechanisms by managing cybersecurity risks and promoting the adoption of Islamic mobile banking in Indonesia.

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References

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