Determinants of Switching Intention from Islamic to Conventional Banks Among Indonesian Muslim Customers: Perceived Security, Customer Satisfaction, Social Presence, Herd Behaviour, and Perceived Price in a Cybersecurity Breach Context
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This study investigates the effects of customer satisfaction, perceived herd behaviour, perceived security, perceived price, switching cost, and social presence on customers' intention to migrate from Islamic to conventional banks following a cybersecurity breach affecting an Islamic bank in Indonesia. Data were collected from 211 Muslim customers of Islamic banking institutions in Indonesia and analysed using Structural Equation Modelling via SmartPLS. Findings reveal that perceived security and customer satisfaction constitute the most influential determinants of switching intention, whereas perceived herd behaviour, perceived price, social presence, and switching cost exert comparatively lesser effects. The study's novelty lies in its simultaneous integration of perceived herd behaviour, social presence, and customer satisfaction within a unified framework, thereby offering a comprehensive understanding of switching intention in the aftermath of a cybersecurity breach, a context that has received limited empirical attention in Indonesian Islamic banking literature. Limitations include a restricted sample size and geographically specific sampling frame, which constrain the generalisability of findings. Islamic banks are advised to prioritise strengthening their cybersecurity infrastructure and consistently delivering high-quality financial services to sustain customer loyalty and mitigate switching risks in the face of digital security threats.
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