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All Journal Sosiohumaniora JAKPI IBDA` : Jurnal Kajian Islam dan Budaya Trikonomika: Jurnal Ekonomi EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Ilmiah Ekonomi Islam al-Uqud : Journal of Islamic Economics Madania: Jurnal Ilmu-Ilmu Keislaman Ganaya: Jurnal Ilmu Sosial dan Humaniora Edukasi Islami: Jurnal Pendidikan Islam Owner : Riset dan Jurnal Akuntansi Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Jurnal Pendidikan Ekonomi (JURKAMI) MALIA JOURNAL OF SCIENCE AND SOCIAL RESEARCH Journal of Humanities and Social Studies Almana : Jurnal Manajemen dan Bisnis JURNAL MANAJEMEN BISNIS Iqtishoduna: Jurnal Ekonomi Islam MABIS: Manajemen dan Bisnis At-tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam Pena Justisia: Media Komunikasi dan Kajian Hukum SERAMBI: Jurnal Ekonomi Manajemen dan Bisnis Islam Jurnal Ilmiah Edunomika (JIE) Ilomata International Journal of Management Bisman (Bisnis dan Manajemen): The Journal of Business and Management Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Ilomata International Journal of Management JURNAL MANAJEMEN AKUNTANSI (JUMSI) Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) JIKEM: Jurnal Ilmu Komputer, Ekonomi dan Manajemen Oikonomika: Jurnal Kajian Ekonomi dan Keuangan Syariah International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) INTERNATIONAL JOURNAL OF CULTURAL AND SOCIAL SCIENCE Golden Ratio of Marketing and Applied Psychology of Business Proceeding International Seminar of Islamic Studies Share: Jurnal Ekonomi dan Keuangan Islam Islamiconomic: Jurnal Ekonomi Islam el-Buhuth: Borneo Journal of Islamic Studies Media Ekonomi Journal of Islamic Economics Lariba Jurnal Indonesia Sosial Sains Moneter : Jurnal Keuangan dan Perbankan Regress: Journal of Economics & Management Electronic Journal of Education, Social Economics and Technology Innovative: Journal Of Social Science Research Jurnal Manajemen Dan Akuntansi Medan Amkop Management Accounting Review (AMAR) e-Jurnal Apresiasi Ekonomi Journal of Business Management and Economic Development Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi JSE: Jurnal Sharia Economica IIJSE Jurnal Akuntansi dan Keuangan Islam (JAKIs) El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam Jurnal Penelitian Pendidikan Indonesia Journal of Accounting Law Communication and Technology Islamic Banking & Economic Law Studies Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah Journal of Ekonomics, Finance, and Management Studies Jurnal Ad'ministrare: Jurnal Pemikirian Ilmiah dan Pendidikan Administrasi Perkantoran As-Syirkah: Islamic Economic & Financial Journal Journal of Business Inflation Management and Accounting Studia Islamika
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Journal : MALIA

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 Nadia, Nadia; Susanty, Widya; Muda, Iskandar; Soemitra, Andri; Yusrizal, Yusrizal
MALIA: Jurnal Ekonomi Islam Vol 16 No 2 (2025)
Publisher : Department of Islamic Economics, Faculty of Islamic Religion, Yudharta University Pasuruan, East Java, Indonesia.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35891/ml.v16i2.6284

Abstract

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.
Co-Authors Abd Majid, M Shabri Ahmad Amin Dalimunthe Al-Mahdi Albahi, Muhammad Amini, Salisa Anfa, Sugianto Annisa, Sufiati Arbanur Rasyid Arfan Harahap, Muhammad Arif, Edwin Arifin Fauzi Lubis Asmuni Asmuni Ayu Andini Azhari Akmal Tarigan Azhari Azhari Batubara, Maryam Batubara, Zulfa Khairina Bi Rahmani, Nur Ahmadi Budi Harianto, Budi Cahyadi, Rahmad Chaniago, Alia Chuzaimah Batubara, Chuzaimah Citra Pratiwi Daulay, Suci Desi Ika Dewi, Nurul Aulia Dharma, Budi Dhian Rosalina, Dhian Elida Elfi Barus, Elida Elfi Firdaus, Rayyan Fitrah, Al Tasya Fitri Gultom, Mitra Sami Hakim Siregar, Lukmanul Hamdani Hamdani Hanif, Hilman Hanum, Fadillah Harahap, Minta Ade Doliana Harahap, Muhammad Ikhsan Harahap, Rahmat Daim Harahap, Raja Sakti Putra Harroni, Jum Harsono, Muhammad Hasibuan, Faisal Umardani Hasibuan, Fauzan Fahmi Hasibuan, Maisyah Khairani Hendra Hendra Hutagalung, Muhammad Wandisyah R Imsar Imsar, Imsar Indah Pratiwi Iskandar Muda Ismail Ismail Ismail Ismal, Rifky Isnaini Harahap Iwandi, Iwandi IZZAH, NURUL Juliana Nasution Julita Julita Kamal, Jaidil Kamaruddin Kamaruddin Kausar, Al Khairani br Tambunan, Adila Latip, Abd Lestari, Putri Indah Lubis, Fitri Yani Lubis, Muhammad Ershad M. Shabri Abd. Majid Mahyudin Mahyudin Marliyah Marliyah, Marliyah Meutia Dewi, Meutia Muhammad Arif Muhammad Ramadhan MUHAMMAD RIZAL muhammad Syahbudi, muhammad Muhammad Syukri Albani Nasution Muhammad Umar Maya, Putra Muhammad Yafiz Murizal, Irvan Mutthaqin, M. Satrya Nadia Nadia Nadia Nafil, Herwan Nasution, Eldzan Izzahara Nasution, Faisal Nasution, Hasbi Andika Nasution, Najlah Kholilah Nawir Yuslem Nawir Yuslem, Nawir Noor, Mohd Novi Purnama Sari Nur, Dara Lutfiah Nura, Ismail Nurbaiti Nurbaiti Nurhayati Nurhayati Nurhayati, Sucinta Tri Nurjianti, Widya Nurlaila Nurlaila Nurlaila Nurul Jannah Puspita Sari, Dira Putri, Dinda Clarita Wirani Rahma, Tri Inda Fadhila Rahma, Tri Indah Fadhila Rahmani, Nur Ahmadi Bi Ramadhani, Devi Ramadhani, Sri Ramdansyah Fitrah Reza Nurul Ichsan Rifani, Devi Riska, Zunaida Ritonga, Nurul Amelia Pratiwi Rizky Aditya Ryan Hidayat, Ryan Sagala, Putri Wulandini Sakti Putra Harahap, Raja Saragih, Hari Setiawan SEGATI, AHDA Shifa, Mutiara Simamora, Siti Anisa Simbolon, Linda Rosalina Siregar, Dhetia Putri Siregar, Tetty Handayani Siti Aisyah Soehardi, Dwi Vita Lestari Soemitra, Yusrizal Sugianto Sugianto Sugiyanto - Sukiman Sukiman Sukma, Novita Riyati Susanti, Widya Susanty, Widya Syahputra, Angga Syawal Harianto, Syawal Tanjung, Intan Sari Tuti Anggraini Wahyu Syarvina Wahyudi, Rizky Widjiantoro, Surya Tegar YENNI SAMRI JULIATI NASUTION, YENNI SAMRI JULIATI Yuda Bakti, I Gede Mahatma Yusrizal Yusrizal Yusrizal Zainal Arifin Zuhrinal M. Nawawi Zulkarnaen Zulkarnaen