PENGARUH TRUST DAN RISIKO TERHADAP PERILAKU PENGGUNAAN PRODUK BANK SYARIAH: PENGEMBANGAN THEORY OF PLANNED BEHAVIOR

Setiawan bin Lahuri, NIM.: 0732595 (2018) PENGARUH TRUST DAN RISIKO TERHADAP PERILAKU PENGGUNAAN PRODUK BANK SYARIAH: PENGEMBANGAN THEORY OF PLANNED BEHAVIOR. Doctoral thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Indonesia as a country with the largest Muslim population in the world started to have sharia bank since 1992. However, the growth of market share of these sharia banks until 2017 has not been able to reach 5 percent; in fact, the number of Muslim population in Indonesia reaches 87.18 percent or 207.176.162 of the total population of Indonesia (237.641.326). This indicates that public trust in sharia banks is still low. This study uses the Theory of Planned Behavior (TPB) model with attitude, subjective norm, and behavioral control, plus trust and risk as the variables to measure the intent of behavior and the behavior of customers in using sharia bank products and services. The problems formulated are with regard to whether the factor of trust in Islamic banks, the risks that may be accepted by customers, and attitudes, subjective norms and behavioral controls affect the behavior of the use of Islamic banks. Thus, this study aims to measure the influence of trust and risk on the behavior of the use of syariah bank, in addition to attitude, subjective norms, and behavioral controls and their effects on customer behavior in using products and services of sharia banks. This research is a research with quantitative positivistic paradigm, conducted by survey in five districts/cities in East Java, i.e., Surabaya, Malang, Kediri, Madiun, and Ponorogo. Respondents are chosen by using purposive sampling technique with a sample size of 275 respondents. Questionnaire used is continuous rating scale, followed by validity and reliability test so that good data measurement can be obtained. Partial Least Squares (PLS) is used as an analytical tool with the help of SmartPLS 2.0M3. This study finds that trust does not affect the intention and behavior of customers to use products and services of sharia banks. Solidity and reputation of sharia banks are still low so customers do not have high trust in sharia banks that negatively affect their intentions and behavior in using the products and services. The risk received by the customer has a negative effect on the intention to use the sharia bank, which means that the higher the risk received by the customers results in the customer's lower trust in the sharia bank and vice versa. Attitudes and subjective norms have a positive and significant effect on the intention to use the products and services of sharia banks, whereas behavioral controls positively and significantl influence the intention to behave. The relationship between intention to behave and behavior is very strong and the intention to behave has a positive and significant influence on the behavior of using sharia bank products and services. Finally, this study also finds that between Muslim and non-Muslim customers there is no general difference in attitudes, behavioral controls, risks, and trusts on the intention of behaving to use the products and services of sharia banks.

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