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Journal : Journal Transformation of Mandalika

 1 
Transformasi Brand Loyalty Pasca Merger (Studi kasus Bank Syariah Indonesia) Miftahul Khairah; Ahmad Abdul Mutalib; Hasni
Journal Transformation of Mandalika, e-ISSN: 2745-5882, p-ISSN: 2962-2956 Vol. 6 No. 2 (2025): Februari
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/jtm.v6i2.4338

Abstract

Transformasi brand loyalty merupakan salah satu tantangan yang dihadapi perusahaan setelah proses merger, termasuk pada Bank Syariah Indonesia (BSI). Penelitian ini bertujuan untuk menganalisis perubahan loyalitas merek (brand loyalty) pada nasabah Bank Syariah Indonesia pasca merger yang menggabungkan tiga bank syariah nasional, yaitu Bank Syariah Mandiri, BNI Syariah, dan BRI Syariah. Metode penelitian ini menggunakan pendekatan kualitatif dengan studi kasus di Bank Syariah Indonesia. Data dikumpulkan melalui wawancara mendalam dengan nasabah, observasi, serta analisis dokumen terkait strategi pemasaran BSI. Hasil penelitian menunjukkan bahwa merger mempengaruhi persepsi nasabah terhadap identitas merek, kualitas layanan, dan kepuasan yang secara langsung berdampak pada tingkat loyalitas nasabah. Temuan utama penelitian ini adalah 1) Adanya pergeseran loyalitas merek yang dipengaruhi oleh adaptasi nasabah terhadap perubahan sistem layanan, komunikasi merek, dan implementasi nilai-nilai syariah yang konsisten. 2) Strategi pemasaran yang berbasis edukasi nilai syariah, integrasi layanan digital, dan komunikasi personal terbukti efektif dalam mempertahankan dan meningkatkan loyalitas nasabah pasca merger. Penelitian ini memberikan rekomendasi kepada Bank Syariah Indonesia untuk terus meningkatkan pendekatan customer-centric serta memperkuat citra merek syariah guna membangun hubungan jangka panjang dengan nasabah
Analisis Serangan Ransomware Pada Sistem Keamanan Siber Bank Syariah Indoneisa (BSI) Terhadap Customer Turst Syam Muhaimin; Haslindah; Hasni
Journal Transformation of Mandalika, e-ISSN: 2745-5882, p-ISSN: 2962-2956 Vol. 6 No. 2 (2025): Februari
Publisher : Institut Penelitian dan Pengembangan Mandalika Indonesia (IP2MI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36312/jtm.v6i2.4467

Abstract

The development of digital technology has brought significant benefits to the banking industry but has also increased cybersecurity risks, including the threat of ransomware attacks. Bank Syariah Indonesia (BSI) experienced a ransomware attack that affected its operational services and customer trust. This study aims to analyze the impact of the ransomware attack on customer trust at BSI Branch Bone. The research employs a descriptive qualitative approach, with data collected through interviews with customers. The findings indicate that the ransomware attack caused concern among customers, primarily due to delayed information and a lack of transparency from the bank in providing clarification regarding the incident. Most customers felt that BSI did not provide sufficiently detailed information about the impact of the attack on their data security, leading to a decline in trust in the bank. Therefore, this study recommends that BSI enhance its cybersecurity system, improve crisis communication strategies, and increase transparency in handling security incidents to maintain and restore customer trust.
Co-Authors Abdul Rasyid R Ahmad Abdul Mutalib Ahmadin Akhmad Harum, Akhmad Akmal Al-Ghifari, Andi W. Fajriansyah Alzarliani, Waode Andi Rafiah Anna Pertiwi Arni Arsad Bahri Aulya triana Ayu Ramadhani Baka, Charlie Bambang Supriatno Br. Ginting, Chris Dayanti Daholu, Ahmad Darista, Nanda Devi Lupitasari Dwi Agustyawati Edi Susilo Elly Lilianty Sjattar Epin, Maria Natalia Wainip Ervianti Evi Sarfianti Firmansyah, Rezky Adi H. Arman S Hanna Putri Avrillia Tinambunan Haslindah Hendriatik Herlina, Besse Katjina, Husnah Keri, Ismail Khairil Anwar Khalik, Subehan Khotimah, Rahadeva Khuznul Kursia Latief, Andi Hasnandar Fadli Latif, Suciani Lisa Maharani Maharani, Maharani Makkalo, Lisda Mallombasi, Ali Miftahul Jannah Miftahul Khairah Mrs Yanti Hamdiyati Muh Putra Pratama Muh. Rasyid Ridha Muhammad Adriansyah Musa, Ratna Nadya Rahma Putri Nirwana Nur Fadillah, Nur Nur Zarliani Uli Nur Zazlin Nurafni Oktaviyah Nurfadilla Nurrahmawati Alitasi, Wa Ode Padli, Feri Paramitha, Dyan Pardana, Deki Patongai, Dian Dwi Putri Ulan Sari Rahayu, Rika Ramly, Zakia Asrifah Ramopoly, Irene Hendrika Raoda Usman Raudatul Janna, Ghina Reski Gaka Rifal Rifda Faida Rusdi Rusdin Saldy Yusuf Salsabiyla, Fannisa Samsinar Sri Wahyuni Suherman, La Ode Achmad Syahdatul Awalia Syam Muhaimin Syaputra, Muh. Fadly Syawalia Fitriani, Andi Syawaluddin, Ahmad Tasbih Tumba, Mey Umar, Muh. Haris Wahyu, I Kadek Wulandasari yogyo, Dwi Yohanis, Aprin aga