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All Journal El Dinar JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen
Nurrizkiana, Dinda Dwi
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Economics, Econometrics & Finance Other

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Rebuilding customer trust after cyberattacks: Examining the role of trust recovery in Indonesian Islamic digital banking Nurrizkiana, Dinda Dwi; Afifudin, Afifudin; Alrasyid, Harun
JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen Vol. 22 No. 1 (2025): JEMA: Jurnal Ilmiah Bidang Akuntansi dan Manajemen
Publisher : University of Islam Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31106/jema.v22i1.24389

Abstract

The increasing reliance on digital platforms in Islamic banking has heightened customers’ vulnerability to cyberattacks, making post-crisis trust management a strategic priority. However, limited research has examined how trust can be effectively restored after such incidents. This study investigates the direct and indirect effects of system security, communication, and reputation on customer trust, with trust recovery as a mediating variable. A quantitative explanatory design was employed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze data from 252 users of an Islamic digital banking institution in Indonesia affected by a major cyberattack in 2023. The results reveal that system security, communication, and reputation do not directly influence customer trust but become significant when mediated by trust recovery. These findings indicate that customers place greater value on tangible recovery efforts than on pre-crisis institutional claims.  This suggests that trust is not restored through declarative assurances alone but rather through demonstrable recovery actions that signal institutional competence and commitment. By integrating Islamic based ethical principles such as amanah (responsibility), itqan (professionalism), and transparency into recovery strategies, this study extends trust recovery theory in the context of Islamic digital services.
FROM CYBER DISRUPTION TO DIGITAL TRUST: THE MEDIATING ROLE OF RELIGIOSITY IN ISLAMIC BANKING Alrasyid, Harun; Nurrizkiana, Dinda Dwi
EL DINAR: Jurnal Keuangan dan Perbankan Syariah Vol 14, No 1 (2026): El Dinar
Publisher : Faculty of Economics Universitas Islam Negeri Maulana Malik Ibrahim Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.18860/ed.v14i1.36821

Abstract

The present study investigates the interplay among trust, perceived security, risk management, and reputation in the context of a cyber-incident in Islamic banking services with religiosity as a mediator. The respondents consisted of 247 Indonesian customers of Islamic banks. PLS-SEM was used to analyze the collected data. The results revealed that religiosity strongly increases the level of trust and mediates the impact of perceived security and reputation. Meanwhile, risk management impacts trust directly. Reputation did not affect the target construct directly, yet had a highly mediated impact on trust through religiosity, suggesting that in a crisis situation, institutional credibility is mainly evaluated through the religious perspective. The present results indicates that the restoration of digital trust in post cyber-incident should be based not only on technical aspects (effective security and risk management) but also on value-based aspects according to the Shariah law. Islamic banks should focus their efforts on communicating cybersecurity measures and practices as part of their ethical responsibility, emphasize accountability and the protection of stakeholders' rights, and work together with religious institutions to build up their credibility. This study contributes to Commitment–Trust Theory, as it reveals that religiosity can be considered an evaluation process in translating institutional practices into trust.
Co-Authors Harun Alrasyid