The Influence of Digital Resilience and Service Quality on Switching Intention of Bank Syariah Indonesia (BSI) Customers in Aceh with Subjective Norm as a Mediating Variable
DOI:
https://doi.org/10.35891/ml.v16i2.6284Keywords:
Digital Resilience, Islamic Banking, Service Quality, Subjective Norm, Switching BehaviourAbstract
Introduction: This study examines the influence of digital resilience and service quality on the switching intention of customers at Bank Syariah Indonesia (BSI) in Aceh, with subjective norm as a mediating variable. The purpose is to understand both the direct and indirect effects of these variables in shaping customer loyalty within the context of Islamic banking.
Methods: This quantitative research employs Structural Equation Modeling (SEM) using SmartPLS 4.0 to analyze data collected from 100 respondents.
Results: Based on the hypothesis test results obtained through the bootstrapping procedure, all paths between constructs in this research model show statistical significance at the 5% significance level. This is indicated by T-statistic values ≥ 1.65 and p-values ≤ 0.05.
Conclusion and suggestion: These findings suggest that technological performance and service delivery alone are not sufficient; social perceptions and community norms also play a vital role in customer retention. Therefore, to reduce the intention for switching, BSI must integrate digital excellence with strategies that build and sustain positive public perception and social support. This study emphasizes the need for a balanced approach between technical capability and socio-cultural engagement in Islamic banking services.
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