Customers' trust in Islamic banking post-cyberattack leads to digital service breakdowns in Indonesia

Aisyah, Muniaty, Sesunan, Yunia Silvia and Wicaksono, Ahmad Tibrizi Soni ORCID: https://orcid.org/0000-0001-8643-1351 (2025) Customers' trust in Islamic banking post-cyberattack leads to digital service breakdowns in Indonesia. Sustainable Futures, 10. ISSN 26661888

Text 24826.pdf - Published Version Available under License Creative Commons Attribution. Download (1MB)

Abstract

This study investigates how ransomware cyberattacks on Indonesia's largest Islamic bank, Bank Syariah Indonesia (BSI), affect Muslim customers' trust and their intention to continue using BSI Mobile after the cyberattacks, leading to digital service breakdowns. This study integrates the Technology Acceptance Model (TAM) with trust and customers' low-risk perception as an extended mediator, along with perceived ease of use and perceived usefulness. To deepen understanding of the digital service failure post-cyberattack context in Islamic banking, the model also includes religious concerns about avoiding riba and Islamic mobile banking features as moderators, proposing a TAM-trust mediation-moderation model. A total of 388 primary data sets were collected using convenience sampling and analyzed using PLS-SEM and MGA. The findings revealed that trust is a major driver of BSI Mobile’s continued use after service breakdowns post-cyberattack. Trust positively affected perceived ease of use, perceived usefulness, low-risk perception, and intention to use. Perceived usefulness and low-risk perception did not have a direct or indirect effect. Only perceived ease of use has direct and indirect effects that mediate trust and intention to use. The religious concern to avoid riba is a crucial moderator that strengthens the relationship between trust and low-risk perception. The Islamic features did not moderate any relationships, implying that they are not significantly distinguished from the conventional ones. This study extends the existing literature on Islamic mobile banking adoption and digital trust in the context of service failures and cyberattacks. The religious concern to avoid riba as a faith-based commitment partially alters conventional adoption pathways. Practically, this study suggests strategies to develop trust-building mechanisms by managing cybersecurity risks and promoting the adoption of Islamic mobile banking in Indonesia.

Item Type:	Journal Article
Keywords:	Islamic banking; Mobile banking; Technology acceptance model; Service failure; Cyberattack; Trust; Perceived risk; Religiosity; SEM-PLS; MGA
Subjects:	15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1502 Banking, Finance and Investment > 150203 Financial Institutions (incl. Banking) 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150307 Innovation and Technology Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management > 150313 Quality Management 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150503 Marketing Management (incl. Strategy and Customer Relations)
Divisions:	Faculty of Economics > Department of Islamic Banking
Depositing User:	Ahmad Tibrizi Soni Wicaksono
Date Deposited:	18 Nov 2025 15:46

Downloads

Origin of downloads

Actions (login required)

View Item