The Human Pillar in the Digital Era: Customer Trust in Sharia Mobile Banking for Financial Inclusion and Sustainable Growth (A Study of BSI KCP Pekanbaru Panam)

Shella Monica; Rika Septianingsih; Wahyi Busyro

Authors

Shella Monica Universitas Muhammadiyah Riau, Indonesia
Rika Septianingsih Universitas Muhammadiyah Riau, Indonesia
Wahyi Busyro Universitas Muhammadiyah Riau, Indonesia

Keywords:

Security Perception, Risk Perception, Customer Trust, Sharia Mobile Banking, Digital Inclusion, Financial Sustainability

Abstract

The background of this research is driven by the accelerated adoption of Bank Syariah Indonesia's (BSI) mobile banking services, a tangible manifestation of Technology integration within the Islamic financial ecosystem. However, this surge in usage is overshadowed by critical issues concerning cybersecurity and transaction risks, which can erode Customer Trust (Humanity). The stability of this trust is fundamental to ensuring the Sustainability of digital financial literacy and inclusion growth, not only in Indonesia but also across the Southeast Asian region. This study aims to analyze the partial and simultaneous influence of Security Perception and Risk Perception on Customer Trust at BSI KCP Pekanbaru Panam. Employing a quantitative research method with descriptive and associative approaches, data was collected via surveys and analyzed using multiple linear regression. The findings indicate that Security Perception has a positive and significant effect on Customer Trust, while Risk Perception has a negative and significant effect. Simultaneously, both variables show a significant influence on Customer Trust. The main conclusion is that establishing robust digital security defenses and implementing transparent risk mitigation strategies are prerequisites for maintaining trust. Stable customer trust, in turn, serves as the central pillar guaranteeing the ethical, inclusive, and sustainable adoption of Sharia technology among conference participant nations (Indonesia, Malaysia, Brunei) that predominantly operate Islamic financial systems.

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