The Mediating Effect of Religiusity on Customer Loyalty After Skimming Cases

Abstract

The density of queues in making cash withdrawals at banks makes the use of ATMs increasingly necessary. However, there are some individuals who use the use of ATMs as an act of fraud through skimming. This study aims to examine the effect of customer religiosity on loyalty after a skimming case. The method used was quantitative, researchers used as many as 96 respondents who were selected based on their experience experiencing skimming events. Researchers used the partial least square (PLS-SEM) structural equation model. The findings showed that moderation of the religiosity variable did not increase the influence on the variables of risk of loss, security risk and risk of trust on customer loyalty. Researchers reasoned that the religiosity of human relations with God, but related to the loyalty of ATM use, requires evidence of protection efforts from the Bank against customer data security.