The Influence of Technology Perception, Risk, and Complaint Handling on Customer Decisions in Using Internet Banking: A Study of Indonesian Islamic Banks in the Digital Transformation Era
DOI:
https://doi.org/10.55606/ijemr.v5i2.774Keywords:
Complaint Handling, Customer Interest, Islamic Banking, Risk, Technology PerceptionAbstract
This study analyzes the influence of technology perception, risk perception, and complaint handling on customer interest in using internet banking services at Bank Syariah Indonesia, KCP Cemara Asri. The research employed a quantitative approach using multiple linear regression analysis, supported by t-test and F-test procedures to examine both partial and simultaneous effects among variables. The results of the t-test indicate that technology perception, risk perception, and complaint handling each have a significant effect on customer interest, as shown by t-values greater than the t-table and significance values below 0.05. Furthermore, the F-test results demonstrate that the three independent variables simultaneously have a significant effect on customer interest, with a significance value of 0.000. These findings suggest that improving technological quality, strengthening risk management, and ensuring responsive complaint handling are essential factors in increasing customer interest in using internet banking services. Theoretically, this study contributes to the development of literature on customer behavior in Islamic digital banking. Practically, the findings provide useful insights for Islamic banking institutions in designing service strategies that are more responsive to customer needs, expectations, and trust in digital banking platforms.
References
Afrizal, A., Marliyah, M., & Fuadi, F. (2021). Analysis of cryptocurrency (Perspectives on currency, law, economics, and sharia). E-Mabis: Journal of Economics, Management, and Business, 22(2), 13–41.
Ahdiat, A. (2023, May 10). BSI discovers thousands of cyber threats in 2022, customer data claimed to be secure. Databoks. https://databoks.katadata.co.id/datapublish/2023/04/10/bsi-temukan-ribuan-ancaman-siber-pada-2022
Akmal Nasir, Galih Mahardika Munandar, Muhammad Nur Wahyu Hidayah, & Alifta Dicasani. (2025). Perancangan Ulang Tata Letak Fasilitas Produksi Beton menggunakan Metode Activity Relationship Chart (ARC) di PT. XYZ. Venus: Jurnal Publikasi Rumpun Ilmu Teknik , 3(3), 193–203. https://doi.org/10.61132/venus.v3i3.949
Assaad Essa Omran Murad. (2025). A Lightweight and Secure Protocol for Wireless Medical Sensor Networks in IoT Systems. Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro Dan Informatika, 3(4), 283–294. https://doi.org/10.61132/jupiter.v3i4.1024
Bank Syariah Indonesia. (2024, October). BSI Mobile at the forefront of increasing digital penetration & integrated financial services. https://www.bankbsi.co.id/news-update/berita/bsi-mobile-ujung-tombak-untuk-tingkatkan-penetrasi-digital-layanan-keuangan-terintegrasi
Budiarti, A. (2017). The effect of service quality and complaint handling on customer satisfaction and loyalty at sharia commercial banks in Surabaya. Journal of Economics and Finance, 15(2), 210. https://doi.org/10.24034/j25485024.y2011.v15.i2.2289
Deria, I. M., & Ryzki, W. (2022). The effect of information technology utilization and complaint handling on customer interest in using internet banking at Bank BRI Syariah Majalaya Branch Office. Journal of Applied Islamic Economics and Finance, 2(2), 238–251. https://doi.org/10.35313/jaief.v2i2.3680
Firman Parama Yudha, & Ahmad Saifudin Mutaqi. (2025). Literature Review: Pemanfaatan Building Information Modeling (BIM) dalam Konstruksi sebagai Alat Komunikasi dan Kolaborasi dalam Integrated Project Delivery (IPD). Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang Dan Teknik Sipil, 3(4), 11–30. https://doi.org/10.61132/konstruksi.v3i4.1018
Iksan, M. N., Hakim, S., & Asianingrum, A. H. (2024). The influence of information technology, risk, and complaint handling on customer interest in BSI Palangka Raya City. Scientific Journal of Information Systems and Computer Science, 4(1), 26–42. https://doi.org/10.55606/juisik.v4i1.731
Imsar, I., et al. (2024). The impact of the halal industry and Islamic financial assets on Indonesia's economic growth using the vector autoregression (VAR) approach. Ekuitas: Journal of Economics and Finance, 8(2), 274–287.
Jeryco Etwan Resha Putra, Erna Indriastiningsih, & Agung Widiyanto. (2025). Analisa Risiko Pekerjaan Overhaul Undercarriage PC210-10M0 dengan Metode Hazard Identification Risk Assessment Determining Control di PT Saptaindra Sejati Jobsite Sera. Manufaktur: Publikasi Sub Rumpun Ilmu Keteknikan Industri, 3(3), 55–65. https://doi.org/10.61132/manufaktur.v3i3.1044
Matnin, K. A., & Ach, U. (2021). The influence of information technology perceptions, risk, and handling of complaints on customer interest in using internet banking (Case study of BPRS Bakti Sumekar Pragaan Branch). Journal of Sharia Economics and Pelita Bangsa, 6(2), 176–190. https://doi.org/10.37366/jespb.v6i02.246
Muhammad Djody Satriani. (2026). Effectiveness of Mineral Downstreaming Policy in Encouraging Regional Economic Transformation : A Case Study of RKEF And HPAL Integration In Obi Island, South Halmahera. Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro Dan Informatika, 4(2), 72–83. https://doi.org/10.61132/jupiter.v4i2.1351
Muhlisah, N., Jusmawandi, & Niswati Tarman, R. (2025). Potential for Developing Cloudfisher Technology (Fog Catcher) as a Source of Consumption Water in Fakfak Regency: Potensi Pengembangan Teknologi Cloudfisher (Penangkap Kabut) Sebagai Sumber Air Konsumsi Di Kabupaten Fakfak. Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang Dan Teknik Sipil, 3(2), 178–192. https://doi.org/10.61132/konstruksi.v3i2.959
Nurbaiti, N., et al. (2023). Behavior analysis of MSMEs in Indonesia using fintech lending: Comparative study between sharia fintech lending and conventional fintech lending. JPPI (Indonesian Journal of Educational Research, 9(4), 92–99.
Pida, Y., & Imsar, I. (2022). The influence of financial literacy and financial inclusion on the scale up of MSMEs in Medan within the framework of maqashid syariah. Jurnal Sains Sosio Humaniora, 6(2), 2580–2305.
Putu A.A. Aptiyasa, Cosmas P.Y. Pao Effi, & Stefanus Rada. (2025). Pengembangan Model Estimasi Konseptual Biaya Pembangunan Gedung Rumah Sakit Menggunakan Cost Significant Model. Konstruksi: Publikasi Ilmu Teknik, Perencanaan Tata Ruang Dan Teknik Sipil, 3(2), 76–88. https://doi.org/10.61132/konstruksi.v3i2.777
Rearizth Muhammad Daffaa, Deris Santika, & Fathoni Mahardika. (2025). Perbandingan Xgboost dan Logistic Regression dalam Memprediksi Credit Card Customer Churn. Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro Dan Informatika, 3(3), 07–21. https://doi.org/10.61132/jupiter.v3i3.807
Shifa, M., Amalia, A., Majid, M. S. A., & Marliyah, M. (2022). The use of dinar and dirham currencies as a solution for predicting monetary crises in Indonesia. Fair Value: Scientific Journal of Accounting and Finance, 4(6), 2321–2338.
Soelistya, D., & Agustina, H. (2018). Analysis of mobile banking information technology and transaction risk perception on customer satisfaction. Accounting and Management Journal, 1(2), 89–100. https://doi.org/10.33086/amj.v1i2.77
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 International Journal of Economics and Management Research
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
