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The influence of technology perception, risk, and complaint handling on customer interest in using Internet banking at Bank Syariah Indonesia KCP Sungai Penuh
Submitted
July 8, 2024
Accepted
September 20, 2024
Published
November 23, 2024
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Abstract

Introduction
Bank Syariah Indonesia actively uses information technology through digital services. However, not all digital services have a large user base, such as Internet banking, which has fewer users than m-banking.
Objectives
This study analyzed the impact of perceptions of technology, risk, and complaint handling on customer interest in using Internet banking services at Bank Syariah Indonesia KCP Sungai Penuh.
Method
This study used a quantitative descriptive research design. The study population comprised Bank Syariah Indonesia KCP Sungai Penuh customers. A sample of 100 customers was used to collect data through questionnaires and documentation. The data were analyzed using a Structural Equation Model (SEM) with Smart PLS 3.2.9.
Results
The results show that perceptions of technology do not significantly influence customer interest in using Internet banking services at Bank Syariah Indonesia KCP Sungai Penuh. Meanwhile, risk significantly influences customer interest, and complaint-handling does not affect customer interest in the service.
Implications
The findings suggest that Bank Syariah Indonesia KCP Sungai Penuh should increase outreach and promotional efforts to introduce Internet banking to potential customers, increasing their interest and participation in utilizing this service.
Originality/Novelty
This study contributes to the body of knowledge on risk perception among customers who adopt Internet banking in the Islamic banking sector.

Keywords

Bank Syariah Indonesia complaint handling customer interest Internet banking perceived risk technology perception

Article Details

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Copyright (c) 2024 Yeni Rafina, Elex Sarmigi, Dafiar Syarif, Yoga Travilo

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How to Cite
Rafina, Y. ., Sarmigi, E. . ., Syarif, D., & Travilo, Y. . . (2024). The influence of technology perception, perceived risk, and complaint handling on customer interest in using Internet banking at Bank Syariah Indonesia KCP Sungai Penuh. Journal of Islamic Economics Lariba, 10(2), 707–726. https://doi.org/10.20885/jielariba.vol10.iss2.art5
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