Rahman, Baskoro Saputra (2024) Analysis of the Effect of Perceived Risk, Service Quality and Customer Trust Toward Customer Loyalty After a Cyberattack (STUDY BANK SHARIA INDONESIA). Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

	Text COVER.pdf - Submitted Version Restricted to Repository staff only Download (570kB)
	Text BAB 1.pdf - Submitted Version Download (951kB)
	Text BAB 2.pdf - Submitted Version Download (2MB)
	Text BAB 3.pdf - Submitted Version Restricted to Repository staff only Download (751kB)
	Text BAB 4.pdf - Submitted Version Download (83kB)
	Text DAFTAR PUSTAKA.pdf - Submitted Version Download (96kB)
	Text LAMPIRAN.pdf - Submitted Version Restricted to Repository staff only Download (373kB)

Abstract

This research aims to analyze the influence of perceived risk, service quality, and customer
trust on customer loyalty after a cyberattack on Bank Syariah Indonesia (BSI). The research
method used is quantitative, conducted at Bank Syariah Indonesia. The study attempts to
address four research questions: how perceived risk, service quality, and customer trust
affect customer loyalty after a cyberattack on BSI; to what extent perceived risk affects
customer loyalty; how service quality plays a role in influencing customer loyalty; and
whether customer trust affects customer loyalty after a cyberattack on BSI. The variables
examined include perceived risk, service quality, customer trust, and customer loyalty. The
findings of this research are expected to provide a better understanding of the impact of these
factors on customer loyalty after a cyberattack on BSI. The benefits of this research include
theoretical contribution, business strategy guidelines, customer protection, and improved
banking security. The results of this study are expected to benefit practitioners in the banking
industry, especially BSI, as well as academics and researchers in the fields of management,
finance, and cyber security.
Keywords: Perceived Risk, Service Quality, Customer Trust, Customer Loyalty,
Cyberattack, Bank Syariah Indonesia.

Actions (login required)

View Item