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All Journal Journal of Islamic Economic Scholar Jurnal Ekonomi dan Bisnis Islam
Indah Dewi Maharany
UIN Sunan Kudus
Religion Economics, Econometrics & Finance Social Sciences

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Trust Memediasi Service Quality dan Financial Literacy terhadap Customer Loyality (Studi Kasus pada Nasabah Bank Syariah Indonesia di Kabupaten Kudus) Afiq Faliqun Nawa; Muhammad Afiq Izzan Syafani; Indah Dewi Maharany
Journal of Islamic Economic Scholar Vol. 7 No. 1 (2026)
Publisher : FEBI UIN Sunan Kalijaga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14421/jies.2026.7.1.1-12

Abstract

This study aims to examine the effect of service quality and Islamic financial literacy on customer loyalty with trust as a mediating variable in Bank Syariah Indonesia digital banking services in Kudus Regency. The research employs a quantitative causal-associative approach using primary data collected through an online questionnaire from 115 BSI Mobile users selected by purposive sampling. The data were analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM) using SmartPLS 4. The measurement model evaluation shows that most indicators meet the validity and reliability criteria, although Islamic financial literacy has a marginal AVE value and several discriminant validity values require attention. The structural model indicates that service quality has a positive and significant effect on customer loyalty and trust. Trust also has a positive and significant effect on customer loyalty. However, Islamic financial literacy does not have a significant direct effect on customer loyalty or trust. Trust significantly mediates the relationship between service quality and customer loyalty, but it does not mediate the relationship between Islamic financial literacy and customer loyalty. The findings highlight the importance of improving digital service quality and strengthening customer trust to enhance loyalty in Islamic banking.  
Pengaruh Perceived Usefulness, Perceived Ease Of Use, dan Perceived Security Terhadap Intention Use Aplikasi BYOND Tanti - Fitriani; Indah Dewi Maharany
Jurnal Ekonomi dan Bisnis Islam Vol 4, No 3 (2026)
Publisher : Institut Agama Islam Negeri Kudus

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21043/jebisku.v4i3.6419

Abstract

AbstractThis study aims to analyze the influence of Perceived Usefulness, Perceived Ease of Use, and Perceived Security on the Intention to Use the BYOND application by Bank Syariah Indonesia, as well as to examine the mediating role of Trust among Generation Z in Jepara Regency. This study employed a quantitative approach using primary data collected through questionnaires distributed to 100 respondents selected through purposive sampling. Data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method with SmartPLS version 3.2.9. The results indicate that Perceived Usefulness, Perceived Ease of Use, and Perceived Security have no effect on Intention to Use. Trust has a positive effect on Intention to Use. Perceived Usefulness and Perceived Ease of Use have positive effects on Trust, whereas Perceived Security has a negative effect on Trust. Furthermore, Trust mediates the effects of Perceived Usefulness, Perceived Ease of Use, and Perceived Security on Intention to Use. Therefore, Bank Syariah Indonesia should prioritize strategies aimed at building and maintaining user trust, as Trust has been shown to directly influence Intention to Use while also mediating the effects of Perceived Usefulness, Perceived Ease of Use, and Perceived Security on Intention to Use.Keywords: Perceived Usefulness; Perceived Ease of Use; Perceived Security; Trust; Intention to Use.AbstrakPenelitian ini bertujuan untuk menganalisis pengaruh Persepsi Kegunaan, Persepsi Kemudahan Penggunaan, dan Persepsi Keamanan terhadap Niat Menggunakan aplikasi BYOND dari Bank Syariah Indonesia, serta untuk menguji peran Kepercayaan sebagai variabel mediasi di kalangan Generasi Z di Kabupaten Jepara. Penelitian ini menggunakan pendekatan kuantitatif dengan data primer yang diperoleh melalui penyebaran kuesioner kepada 100 responden yang dipilih menggunakan teknik purposive sampling. Analisis data dilakukan menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS 3.2.9. Hasil penelitian menunjukkan bahwa Persepsi Kegunaan, Persepsi Kemudahan Penggunaan, dan Persepsi Keamanan tidak berpengaruh terhadap Niat Penggunaan. Kepercayaan memiliki pengaruh positif terhadap Niat Penggunaan. Kegunaan yang Dirasakan dan Kemudahan Penggunaan yang Dirasakan memiliki efek positif terhadap Kepercayaan, sedangkan Keamanan yang Dirasakan memiliki efek negatif terhadap Kepercayaan. Selain itu, Kepercayaan berperan sebagai mediator terhadap efek Kegunaan yang Dirasakan, Kemudahan Penggunaan yang Dirasakan, dan Keamanan yang Dirasakan terhadap Niat Penggunaan. Oleh karena itu, Bank Syariah Indonesia perlu memfokuskan pengembangan layanan pada upaya membangun dan mempertahankan kepercayaan pengguna, karena kepercayaan terbukti menjadi faktor yang secara langsung mendorong niat penggunaan sekaligus memediasi pengaruh persepsi kegunaan, kemudahan penggunaan, dan keamanan terhadap Intention to Use.Kata Kunci: Persepsi Kemanfaatan; Persepsi kemudahan; Persepsi Keamanan; Kepercayaan; Niat Penggunaan.
Co-Authors Afiq Faliqun Nawa Muhammad Afiq Izzan Syafani Tanti - Fitriani