Digital Service Quality, Sharia Compliance, Security, and Financial Literacy on BSI Customer Loyalty
DOI:
https://doi.org/10.32832/jm-uika.v17i3.24381Keywords:
shariah bank, spiritual values, Consumer Behavior, cybersecurityAbstract
The rapid evolution of financial technology requires Islamic banks to synchronize operational excellence with religious integrity to maintain a competitive advantage. Despite significant sector growth, fostering sustainable loyalty among the younger generation of digital natives remains a primary challenge due to the existing gap between Sharia identity and functional digital utility. This quantitative research study surveyed 211 active digital banking users of Bank Syariah Indonesia residing in the Java region predominantly within the Jakarta Metropolitan Area (Jabodetabek) and its surroundings. Data collected via purposive sampling were analyzed using Partial Least Squares Structural Equation Modeling to evaluate the framework of system functionality, cybersecurity, and religious adherence. Findings reveal that digital service quality and robust security frameworks significantly and directly enhance customer retention. Surprisingly, strict adherence to religious principles does not exert a direct influence on loyalty, revealing a pronounced attitude-behavior gap among consumers. However, this relationship is fully transformed through the mediation of Sharia-based financial literacy, which emerges as the most powerful determinant of long-term commitment and spiritual attachment. It is concluded that functionality and values must coexist; technical reliability acts as a prerequisite, while financial literacy serves as the critical bridge to achieving spiritual loyalty. Strategic recommendations emphasize prioritizing advanced threat detection and interactive digital education tools to secure trust and mitigate risks among the sensitive younger demographics
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