Cyber crime vs cyber security: implications for customer trust in e-banking at Indonesian Islamic banks
DOI:
https://doi.org/10.24239/jipsya.v7i1.320.35-54Keywords:
Cyber Crime, Cyber Security, Consumer Trust, E-Banking, Islamic BankingAbstract
This study explores the impact of cybercrime and cybersecurity on customer trust in e-banking services at Bank Syariah Indonesia (BSI), Palu Gajah Mada Branch, addressing a research gap related to the limited studies in the Islamic banking sector. The study offers a novel approach by integrating sharia principles into the analysis of digital security. The aim of this research is to identify how cyber threats and cybersecurity measures influence customers’ perceptions of e-banking security. Using a quantitative approach with a correlational design, the study involved 100 respondents selected through an accidental sampling method. The results of linear regression analysis indicate that cybercrime significantly reduces customer trust, while cybersecurity has a strong positive influence. The implications of these findings highlight the need for increased investment in digital security to maintain customer trust, ultimately supporting the stability and growth of Islamic banking
References
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Amer, T. B., & Al-Omar, M. I. A. (2023). The impact of cyber security on preventing and mitigating electronic crimes in the Jordanian banking sector. International Journal of Advanced Computer Science and Applications?: IJACSA, 14(8). https://doi.org/10.14569/ijacsa.2023.0140841
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Bajwa, I. A., Ahmad, S., Mahmud, M., & Bajwa, F. A. (2023). The impact of cyberattacks awareness on customers’ trust and commitment: an empirical evidence from the Pakistani banking sector. Information and Computer Security, 31(5), 635–654. https://doi.org/10.1108/ics-11-2022-0179
Daniel, W. K., William, K. F., Ling, M., Lai, S. M., & Tevanotai, A. (2014). Awareness in E-Banking Security and Usage. https://doi.org/10.1109/infoseee.2014.6947856
Ernest Chang, S., & Lin, C. (2007). Exploring organizational culture for information security management. Industrial Management & Data Systems, 107(3), 438–458. https://doi.org/10.1108/02635570710734316
Gani, T. A. (2023). Kedaulatan data digital untuk integritas bangsa. Syiah Kuala University Press.
Gill, A. A., Ansari, R. H., Akram, K., & Tufail, M. W. (2021). Application of cognitive motivational relational theory to examine the influence of E-banking quality factors on customer loyalty. Journal of Accounting and Finance in Emerging Economies, 7(1), 241–249. https://doi.org/10.26710/jafee.v7i1.1608
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The impact of E-banking service quality on customer satisfaction: Evidence from the Lebanese banking sector. SAGE Open, 8(3), 215824401879063. https://doi.org/10.1177/2158244018790633
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Kala Kamdjoug, J. R., Ndassi Teutio, A. O., Tchakounte Tchouanga, U., & Gueyie, J.-P. (2022). Use of E-banking and customer E-engagement in developing countries: Case of NFC bank Cameroon. Theor. Econ. Lett., 12(05), 1378–1406. https://doi.org/10.4236/tel.2022.125076
Khalil, K., Manzoor, S. R., Tahir, M., Khan, N., & Jamal, K. (2021). Impact of cyber security cost on the financial performance of e-banking: Mediating influence of product innovation performance. Humanities & Social Sciences Reviews, 9(2), 691–703. https://doi.org/10.18510/hssr.2021.9266
Khoirunnisa, M., & Trishananto, Y. (2023). Trust in mediating the relationship between security and feature availability on customer statisfaction using mobile banking. IQTISHADUNA, 14(1), 11–22. https://doi.org/10.20414/iqtishaduna.v14i1.6208
Lagazio, M., Sherif, N., & Cushman, M. (2014). A Multi-Level Approach to Understanding the Impact of Cyber Crime on the Financial Sector. Computers & Security, 45, 58–74. https://doi.org/10.1016/j.cose.2014.05.006
Lestari, H. B., & Saibil, D. I. (2022). Implication of relationship marketing on loyalty with brand image as A moderation variable. Al-Amwal J. Ekon. Dan Perbank. Syari Ah, 14(2), 183. https://doi.org/10.24235/amwal.v14i2.11183
Lubis, A., Effendi, I., & Rosalina, D. (2022). Pengaruh Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah Bank Syariah Indonesia di Kota Medan. In Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS) (Vol. 3, Issue 4). https://doi.org/10.47065/ekuitas.v3i4.1600
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Medyawati, H. (2011). The influence of computer self efficacy, computer experience and interface design to acceptance of electronic banking: Empirical study of bank customers in bekasi city. International Journal of E-Education e-Business e-Management and e-Learning. https://doi.org/10.7763/ijeeee.2011.v1.50
Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. J. Islam. Mark., 12(6), 1097–1123. https://doi.org/10.1108/jima-09-2019-0190
Muna, N. A., Ramadhan, F. I., & Citradewi, A. (2023). Analisis Perkembangan Profitabilitas Bank Syariah di Indonesia Pasca Merger Menjadi Bank Syariah Indonesia. EL MUDHORIB: Jurnal Kajian Ekonomi Dan Perbankan Syariah, 4(1), 12–25.
Peong, K. K., Peong, K. P., & Tan, K. Y. (2021). Behavioural Intention of Commercial Banks’ Customers Towards Financial Technology Services. Gatr Journal of Finance and Banking Review, 5(4), 10–27. https://doi.org/10.35609/jfbr.2021.5.4(2)
Putri, T. M., & Briliana, V. (2023). Pengaruh Trust, Commitment, Brand Image, Service Quality, dan Customer Value terhadap Customer Satisfaction: Studi Kasus pada Nasabah BSI di Jakarta. Mb, 15(2), 279–296. https://doi.org/10.34208/mb.v15i2.2195
Rezk, A., Barakat, S., & Saleh, H. (2017). The Impact of Cyber Crime on E-Commerce. International Journal of Intelligent Computing and Information Sciences, 17(3), 85–96. https://doi.org/10.21608/ijicis.2017.30055
Riek, M., Bohme, R., & Moore, T. (2016). Measuring the Influence of Perceived Cybercrime Risk on Online Service Avoidance. IEEE Transactions on Dependable and Secure Computing, 13(2), 261–273. https://doi.org/10.1109/TDSC.2015.2410795
Saputra, M. A., & Rahmawaty, A. (2023). The role of Islamic Service Quality on Intention to Use Indonesian Islamic Bank: Trust as an Intervening Variable. MALIA: Journal of Islamic Banking and Finance, 7(1), 13. https://doi.org/10.21043/malia.v7i1.20547
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. Int. J. Bank Mark., 37(5), 1119–1142. https://doi.org/10.1108/ijbm-03-2018-0063
Tiwari, P. (2021). Electronic banking adoption in Ethiopia: an empirical investigation. SN Bus. Econ., 1(9). https://doi.org/10.1007/s43546-021-00114-0
van Esterik-Plasmeijer, P. W. J., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. International Journal of Bank Marketing, 35(1), 97–111. https://doi.org/10.1108/IJBM-12-2015-0195
Widjajanta, B., Anon, L., & Tanuatmodjo, H. (2021). Islamic ethical behavior to bear out customer trust: Perspective Islamic bank in Indonesia. Theijbm, 9(11). https://doi.org/10.24940/theijbm/2021/v9/i11/bm2111-026
Abdul Sathar, M. B., Rajagopalan, M., Naina, S. M., & Parayitam, S. (2022). A moderated-mediation model of perceived enjoyment, security and trust on customer satisfaction: evidence from banking industry in India. J. Asia Bus. Stud. https://doi.org/10.1108/jabs-03-2022-0089
Alfi, M., Yundari, N. P., & Tsaqif, A. (2023). Analisis Risiko Keamanan Siber dalam Transformasi Digital Pelayanan Publik di Indonesia. Jurnal Kajian Stratejik Ketahanan Nasional, 6(2), 5.
Almaiah, M. A., Al-Otaibi, S., Shishakly, R., Hassan, L., Lutfi, A., Alrawad, M., Qatawneh, M., & Alghanam, O. A. (2023). Investigating the role of perceived risk, perceived security and perceived trust on smart m-banking application using SEM. Sustainability, 15(13), 9908. https://doi.org/10.3390/su15139908
Alsheyyab, M. M. A., & Singh, D. (2013). Effect of trust on E-banking user’s satisfaction: A review. Research Journal of Applied Sciences Engineering and Technology, 5(4), 1397–1406. https://doi.org/10.19026/rjaset.5.4879
Amer, T. B., & Al-Omar, M. I. A. (2023). The impact of cyber security on preventing and mitigating electronic crimes in the Jordanian banking sector. International Journal of Advanced Computer Science and Applications?: IJACSA, 14(8). https://doi.org/10.14569/ijacsa.2023.0140841
Anouze, A. L. M., & Alamro, A. S. (2019). Factors affecting intention to use e-banking in Jordan. International Journal of Bank Marketing, 38(1), 86–112. https://doi.org/10.1108/ijbm-10-2018-0271
Bajwa, I. A., Ahmad, S., Mahmud, M., & Bajwa, F. A. (2023). The impact of cyberattacks awareness on customers’ trust and commitment: an empirical evidence from the Pakistani banking sector. Information and Computer Security, 31(5), 635–654. https://doi.org/10.1108/ics-11-2022-0179
Daniel, W. K., William, K. F., Ling, M., Lai, S. M., & Tevanotai, A. (2014). Awareness in E-Banking Security and Usage. https://doi.org/10.1109/infoseee.2014.6947856
Ernest Chang, S., & Lin, C. (2007). Exploring organizational culture for information security management. Industrial Management & Data Systems, 107(3), 438–458. https://doi.org/10.1108/02635570710734316
Gani, T. A. (2023). Kedaulatan data digital untuk integritas bangsa. Syiah Kuala University Press.
Gill, A. A., Ansari, R. H., Akram, K., & Tufail, M. W. (2021). Application of cognitive motivational relational theory to examine the influence of E-banking quality factors on customer loyalty. Journal of Accounting and Finance in Emerging Economies, 7(1), 241–249. https://doi.org/10.26710/jafee.v7i1.1608
Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The impact of E-banking service quality on customer satisfaction: Evidence from the Lebanese banking sector. SAGE Open, 8(3), 215824401879063. https://doi.org/10.1177/2158244018790633
Isa, M., Fadlilah, H., Hamid, A., & Lestari, E. (2022). The effect of trust and risk on Interest Using mobile banking. Journal of Islamic Financial Technology, 1(1). https://doi.org/10.24952/jiftech.v1i1.5022
Juliana, J., Nurhaliza, F., Hermawan, R., & Marlina, R. (2023). Bank Syariah Indonesia Customer Loyalty After Merger: Analysis of Trust, Service Quality, and Religiosity. In Jurnal Ekonomi Syariah Teori dan Terapan (Vol. 10, Issue 1). https://doi.org/10.20473/vol10iss20231pp96-108
Kala Kamdjoug, J. R., Ndassi Teutio, A. O., Tchakounte Tchouanga, U., & Gueyie, J.-P. (2022). Use of E-banking and customer E-engagement in developing countries: Case of NFC bank Cameroon. Theor. Econ. Lett., 12(05), 1378–1406. https://doi.org/10.4236/tel.2022.125076
Khalil, K., Manzoor, S. R., Tahir, M., Khan, N., & Jamal, K. (2021). Impact of cyber security cost on the financial performance of e-banking: Mediating influence of product innovation performance. Humanities & Social Sciences Reviews, 9(2), 691–703. https://doi.org/10.18510/hssr.2021.9266
Khoirunnisa, M., & Trishananto, Y. (2023). Trust in mediating the relationship between security and feature availability on customer statisfaction using mobile banking. IQTISHADUNA, 14(1), 11–22. https://doi.org/10.20414/iqtishaduna.v14i1.6208
Lagazio, M., Sherif, N., & Cushman, M. (2014). A Multi-Level Approach to Understanding the Impact of Cyber Crime on the Financial Sector. Computers & Security, 45, 58–74. https://doi.org/10.1016/j.cose.2014.05.006
Lestari, H. B., & Saibil, D. I. (2022). Implication of relationship marketing on loyalty with brand image as A moderation variable. Al-Amwal J. Ekon. Dan Perbank. Syari Ah, 14(2), 183. https://doi.org/10.24235/amwal.v14i2.11183
Lubis, A., Effendi, I., & Rosalina, D. (2022). Pengaruh Kepercayaan dan Komitmen Terhadap Loyalitas Nasabah Bank Syariah Indonesia di Kota Medan. In Ekonomi, Keuangan, Investasi dan Syariah (EKUITAS) (Vol. 3, Issue 4). https://doi.org/10.47065/ekuitas.v3i4.1600
Mawarni, R., Iqbal Fasa’, M., & Suharto. (2021). Penerapan Digital Banking Bank Syariah Sebagai Upaya Customer Retantion Pada Masa Covid-19. Al Iqtishod: Jurnal Pemikiran Dan Penelitian Ekonomi Islam, 9(2), 39–54.
Medyawati, H. (2011). The influence of computer self efficacy, computer experience and interface design to acceptance of electronic banking: Empirical study of bank customers in bekasi city. International Journal of E-Education e-Business e-Management and e-Learning. https://doi.org/10.7763/ijeeee.2011.v1.50
Mulia, D., Usman, H., & Parwanto, N. B. (2021). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. J. Islam. Mark., 12(6), 1097–1123. https://doi.org/10.1108/jima-09-2019-0190
Muna, N. A., Ramadhan, F. I., & Citradewi, A. (2023). Analisis Perkembangan Profitabilitas Bank Syariah di Indonesia Pasca Merger Menjadi Bank Syariah Indonesia. EL MUDHORIB: Jurnal Kajian Ekonomi Dan Perbankan Syariah, 4(1), 12–25.
Peong, K. K., Peong, K. P., & Tan, K. Y. (2021). Behavioural Intention of Commercial Banks’ Customers Towards Financial Technology Services. Gatr Journal of Finance and Banking Review, 5(4), 10–27. https://doi.org/10.35609/jfbr.2021.5.4(2)
Putri, T. M., & Briliana, V. (2023). Pengaruh Trust, Commitment, Brand Image, Service Quality, dan Customer Value terhadap Customer Satisfaction: Studi Kasus pada Nasabah BSI di Jakarta. Mb, 15(2), 279–296. https://doi.org/10.34208/mb.v15i2.2195
Rezk, A., Barakat, S., & Saleh, H. (2017). The Impact of Cyber Crime on E-Commerce. International Journal of Intelligent Computing and Information Sciences, 17(3), 85–96. https://doi.org/10.21608/ijicis.2017.30055
Riek, M., Bohme, R., & Moore, T. (2016). Measuring the Influence of Perceived Cybercrime Risk on Online Service Avoidance. IEEE Transactions on Dependable and Secure Computing, 13(2), 261–273. https://doi.org/10.1109/TDSC.2015.2410795
Saputra, M. A., & Rahmawaty, A. (2023). The role of Islamic Service Quality on Intention to Use Indonesian Islamic Bank: Trust as an Intervening Variable. MALIA: Journal of Islamic Banking and Finance, 7(1), 13. https://doi.org/10.21043/malia.v7i1.20547
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. Int. J. Bank Mark., 37(5), 1119–1142. https://doi.org/10.1108/ijbm-03-2018-0063
Tiwari, P. (2021). Electronic banking adoption in Ethiopia: an empirical investigation. SN Bus. Econ., 1(9). https://doi.org/10.1007/s43546-021-00114-0
van Esterik-Plasmeijer, P. W. J., & van Raaij, W. F. (2017). Banking system trust, bank trust, and bank loyalty. International Journal of Bank Marketing, 35(1), 97–111. https://doi.org/10.1108/IJBM-12-2015-0195
Widjajanta, B., Anon, L., & Tanuatmodjo, H. (2021). Islamic ethical behavior to bear out customer trust: Perspective Islamic bank in Indonesia. Theijbm, 9(11). https://doi.org/10.24940/theijbm/2021/v9/i11/bm2111-026
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Published
2025-06-11
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Ubay Harun, Muthmainnah, & Rizki Amalia. (2025). Cyber crime vs cyber security: implications for customer trust in e-banking at Indonesian Islamic banks. Jurnal Ilmu Perbankan Dan Keuangan Syariah, 7(1), 35–54. https://doi.org/10.24239/jipsya.v7i1.320.35-54
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