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All Journal Jurnal Manajemen Terapan dan Keuangan Sosiohumaniora JAKPI Trikonomika: Jurnal Ekonomi Jurnal Ekonomi dan Bisnis Islam Jurnal Ilmiah Ekonomi Islam al-Uqud : Journal of Islamic Economics Madania: Jurnal Ilmu-Ilmu Keislaman Ganaya: Jurnal Ilmu Sosial dan Humaniora JOURNAL OF APPLIED ACCOUNTING AND TAXATION Edukasi Islami: Jurnal Pendidikan Islam Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Jurnal Pendidikan Ekonomi (JURKAMI) MALIA JOURNAL OF SCIENCE AND SOCIAL RESEARCH Almana : Jurnal Manajemen dan Bisnis JURNAL MANAJEMEN BISNIS Jambura Economic Education Journal Jurnal Tabarru': Islamic Banking and Finance Iqtishoduna: Jurnal Ekonomi Islam MABIS: Manajemen dan Bisnis At-tijaroh: Jurnal Ilmu Manajemen dan Bisnis Islam Jurnal Ilmiah Edunomika (JIE) Bisman (Bisnis dan Manajemen): The Journal of Business and Management Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Iqtishadia: Jurnal Kajian Ekonomi dan Bisnis Islam Lentera:Indonesian Journal of Multidisciplinary Islamic Studies 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 Fikrah: Jurnal Ilmu Aqidah dan Studi Keagamaan el-Buhuth: Borneo Journal of Islamic Studies Akademika : Jurnal Pemikiran Islam Media Ekonomi Journal of Islamic Economics Lariba Jurnal Indonesia Sosial Sains Moneter : Jurnal Keuangan dan Perbankan Regress: Journal of Economics & Management Innovative: Journal Of Social Science Research Jurnal Manajemen Dan Akuntansi Medan Amkop Management Accounting Review (AMAR) 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 Islamic Economics and finance in Focus (IEFF) Journal of Accounting Law Communication and Technology Islamic Banking & Economic Law Studies Al-Intaj : Jurnal Ekonomi dan Perbankan Syariah 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
Andri Soemitra
The Writer is lecturer in IAIN Sumatera Utara, Ph.D in Islamic Economics, Current position as Vice Dean I The Faculty of Shariah, IAIN Sumatera Utara
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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 Adnan Ahmed Usmani, Sheikh Ahmad Amin Dalimunthe Albahi, Muhammad Amin Al Jawi Amini, Salisa Anfa, Sugianto Anggini, Rizki Annisa, Sufiati Arafah, Yenni Arbanur Rasyid Arfan Harahap, Muhammad Arif, Edwin Arifin Fauzi Lubis Asmuni Asmuni Atika Atika Ayu Andini Azhari Akmal Tarigan Azhari Azhari Baehaqi Batubara, Maryam Batubara, Zulfa Khairina Bi Rahmani, Nur Ahmadi Budi Harianto Cahyadi, Rahmad Chaniago, Alia Chuzaimah Batubara, Chuzaimah Citra Pratiwi Daulay, Suci Dalimunthe, Mahfuzah Dewi, Nurul Aulia Dharma, Budi Elida Elfi Barus, Elida Elfi Firdaus, Rayyan Fitrah, Al Tasya Fitri Fitri Kurniawati 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 Hidayat, Ryan Hutagalung, Muhammad Wandisyah R Imahda Khoiri Furqon Imsar Imsar, Imsar Indradewa, Rhian Iskandar Muda Ismail Ismal, Rifky Isnaini Harahap Iwandi, Iwandi IZZAH, NURUL Juliana Nasution Julita Julita Kamal, Jaidil Kamaruddin Kamaruddin Kausar, Al Khaidir, Widya Khairani br Tambunan, Adila Latip, Abd Lubis, Fitri Yani Lubis, Muhammad Ershad M. Shabri Abd. Majid Mahyudin Mahyudin Manik, Alfia Rahman Marliyah Marliyah, Marliyah Muhammad Arif Muhammad Ramadhan MUHAMMAD RIZAL muhammad Syahbudi, muhammad Muhammad Syukri Albani Nasution Muhammad Umar Maya, Putra Muhammad Yafiz Mutthaqin, M. Satrya Nadia Nadia Nadia Nafil, Herwan Nainggolan, Laila Mardiyah Nanda Ardi Tama Nasution, Eldzan Izzahara Nasution, Hasbi Andika Nasution, Najlah Kholilah Nawir Yuslem Nawir Yuslem, Nawir Noor, Mohd Nura, Ismail Nurhayati Nurhayati Nurhayati, Nurhayati Nurhayati, Sucinta Tri Nurjianti, Widya Nurlaila Nurlaila Nurul Jannah Nurul Muyasaroh Pane, Nia Safira Ramadhanty Puspita Sari, Dira Putri, Dinda Clarita Wirani Qarni, Waizul Rahma, Tri Inda Fadhila Rahmani, Nur Ahmadi Bi Ramadhani, Devi Ramdansyah Fitrah Reza Nurul Ichsan Rifani, Devi Ritonga, Nurul Amelia Pratiwi Rizky Aditya 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 Yuda Bakti, I Gede Mahatma Yusrizal Yusrizal Zainal Arifin Zuhrinal M. Nawawi Zulkarnaen Zulkarnaen