PENGARUH CYBER CRIME TERHADAP LOYALITAS NASABAH PENGGUNA PRODUK E-BANKING (Studi Kasus Nasabah Bank Syariah di Wilayah Yogyakarta)

Faturrahman Haditya, NIM: 13820085 (2020) PENGARUH CYBER CRIME TERHADAP LOYALITAS NASABAH PENGGUNA PRODUK E-BANKING (Studi Kasus Nasabah Bank Syariah di Wilayah Yogyakarta). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Banking is an industry that relies on trust between the customers and the bank itself. Trust can build progress which will benefit for both parties. Furthermore, the trust will form loyalty, where it becomes something important for banks in terms of benefits. One of the things that could threaten customers’ loyalty is cybercrime, for example ATM burglary or credit card theft. These crimes could lose customers’ trust even for loyalty to the bank. Therefore, it is important for banks to secure online banking systems to ensure their financial loyalty. This research is an empirical study to determine the loyalty of Islamic banks’ customer in Yogyakarta that use e-banking. The purpose of this study is to find out whether cybercrime can affect customers’ loyalty to the bank that they use. The analytical method that being used is multiple linear regression analysis to verify the relationship between cybercrime and customers’ loyalty. The data used are primary data in the form of questionnaires distributed to 100 respondents through internet. The results of this study indicate that the experience variable has a negative and significant effect on loyalty with tcount > ttable (-1.844 > 1,661). The concern variable also has a negative and significant effect on the loyalty variable with tcount > ttable (-2,817 > 1,661). Meanwhile, the proficiency variable has a positive and significant effect on the loyalty variable with tcount < ttable with (4,282 < 1,661).

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