The Influence of Chatbot Features on the Digital Reputation of Indonesian Sharia Banks Through Electronic Word of Mouth (E-WOM)

Authors

  • Alyyatul Nisa Ragil Lesmana Universitas Islam Negeri Sumatera Utara
  • Tri Inda Fadhila Rahma Universitas Islam Negeri Sumatera Utara
  • Nur Ahmadi Bi Rahmani Universitas Islam Negeri Sumatera Utara

DOI:

https://doi.org/10.37680/ijief.v6i2.10397

Keywords:

Chatbot Features, Electronic Word Of Mouth, Digital Reputation, Islamic Banking

Abstract

This study aims to analyze the influence of chatbot features on the digital reputation of Bank Syariah Indonesia through Electronic Word of Mouth (E-WOM). The development of digital services in the banking sector encourages banks to utilize chatbot technology to improve service quality for customers. However, the effectiveness of chatbot features in shaping the digital reputation of banks still requires further investigation. This research employs a quantitative approach using a survey method involving 150 respondents who are users of Bank Syariah Indonesia's digital services, selected through purposive sampling. Data were collected through questionnaires and analyzed using the Structural Equation Modeling–Partial Least Square (SEM-PLS) method with the SmartPLS application. The measurement model demonstrated adequate explanatory power, with R² values of 0.373 for E-WOM and 0.432 for digital reputation. The results indicate that chatbot features have a significant and substantial effect on Electronic Word of Mouth (E-WOM) (β = 0.610). Chatbot features also have a significant effect on the digital reputation of Bank Syariah Indonesia (β = 0.516), an effect that is stronger than the effect transmitted indirectly through E-WOM. Electronic Word of Mouth (E-WOM) is proven to have a significant effect on the digital reputation of Bank Syariah Indonesia (β = 0.199). Furthermore, the mediation analysis confirms that Electronic Word of Mouth (E-WOM) partially mediates the relationship between chatbot features and the digital reputation of Bank Syariah Indonesia (indirect effect = 0.122; p = 0.038). These findings suggest that well-developed chatbot features can encourage positive reviews and user experiences in digital media, which ultimately contribute to strengthening the digital reputation of Bank Syariah Indonesia.

References

Abdennebi, H. Ben. (2023). M-banking adoption from the developing countries perspective : A mediated model. Digital Business, 3(2), 100065. https://doi.org/10.1016/j.digbus.2023.100065

Aini, R. N. (2024). Pengaruh Strategi Promosi Produk, Electronic Word Of Mouth (E-Wom) Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Dengan Keputusan Penggunaan Produk Sebagai Variabel Intervening Pada Nasabah Bank Syariah Indonesia Pengguna M-Banking.

Allam, S. (2025). Digital Transformation In Banking: A Comprehensive Analysis Of Platform Modernization And Performance Enhancement. International Journal of Computer Engineering and Technology (IJCET), 16(1), 2999–3012. https://doi.org/10.34218/IJCET

Andria, H., Suhud, U., & Berutu, M. B. (2025). Analisis Peran Brand Image, E-WOM, E-Service Quality Dalam Membangun E-Satisfaction dan E-Loyalty Pada Pengguna Mobile Banking. ULIL ALBAB : Jurnal Ilmiah Multidisiplin, 4(9), 2239–2258. https://doi.org/10.56799/jim.v4i9.11104

Ardianto, R., Ramdhani, R. F., Apriliana Dewi, L. O., Prabowo, A., Saputri, Y. W., Lestari, A. S., & Hadi, N. (2024). Transformasi Digital dan Antisipasi Perubahan Ekonomi Global dalam Dunia Perbankan. MARAS: Jurnal Penelitian Multidisiplin, 2(1), 80–88. https://doi.org/10.60126/maras.v2i1.114

Balaka, M. Y. (2022). Metode penelitian Kuantitatif. In Metodologi Penelitian Pendidikan Kualitatif (Vol. 1).

Dewi, A. A. (2024). The Effect of Digital Payment on Generation Z’s Consumptive Behaviour. International Journal Administration, Business & Organization, 5(3), 75–85. https://doi.org/10.61242/ijabo.24.321

Diener, F., & Spacek, M. (2020). Implementation Barriers in Digital Transformation: A Qualitative Perspective on German Banking. The 14th International Days of Statistics and Economics, 10(12), 0–13. https://doi.org/10.18267/pr.2020.los.223.0

Fatimah, S. (2024). Pengaruh Service Quality, E- Trust Dan Transformasi Digital Terhadap Loyalitas Nasabah Pengguna Produk BSI Mobile: Kepuasan Nasabah Sebagai Variabel Intervening. Reslaj: Religion Education Social Laa Roiba Journal, 6(1), 378–381. https://doi.org/10.47476/reslaj.v6i1.3952

Hamadou, I., Yumna, A., Hamadou, H., & Jallow, M. S. (2024). Melepaskan kekuatan kecerdasan buatan dalam perbankan Islam: A case studi Bank Syariah Indonesia (BSI). Keuangan Modern, 2(1), 131–144. https://doi.org/https://doi.org/10.26740/al-uqud.v9n2.p143-151

Hanifah, H. (2024). Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Penggunaan Chatbot Aisyah BSI Menggunakan Teori UTAUT 2 (Vol. 2). Universitas Islam Indonesia.

Kasman, F. R. (2023). Inovasi Keuangan Digital Mobile Banking Syariah Terhadap Perkembangan Bank Syariah Sharia Mobile Banking Digital Financial Innovation Towards The Development Of Islamic Banks. Islamic Economics and Business Journal, 5(2), 1–19.

Lahiri, M. (2023). Assessing the Impact of Digital Transformation on the Indian Economy: Opportunities and Challenges. Trends in Finance and Economics, 1(3), 73–84. https://doi.org/10.46632/tfe/1/3/9

Machali, I. (2021). Metode Penelitian Kuantitatif : Panduan Praktis Merencanakan, Melaksanakan dan Analisis dalam Penelitian Kuantitatif.

Mareta, S. N., Wardani, D. T. K., Hanim, A. L., Rahmawati, D. C., Puspitasari, N. P., & Darsono, S. N. A. C. (2024). Peran Transformasi Digital Terhadap Kepuasan Nasabah Green Banking. Journal of Waqf and Islamic Economic Philanthropy, 1(3), 1–11. https://doi.org/10.47134/wiep.v1i3.273

Nafisah, T. (2023). PENGARUH KUALITAS LAYANAN DAN ELECTRONIC WORD OF MOUTH (E-WOM) TERHADAP KEPUASAN NASABAH MENGGUNAKAN APLIKASI BSI MOBILE (Studi Pada Nasabah PT. Bank Syariah Indonesia Banda Aceh). In AT-TAWASSUTH: Jurnal Ekonomi Islam: Vol. VIII (Issue I).

Natsir, K., Bangun, N., Attan, M. B., & Landias, J. S. (2023). Penggunaan Qris Sebagai Alat Pembayaran Digital Untuk Meningkatkan Produktivitas UMKM. Jurnal Serina Abdimas, 1(3), 1154–1163. https://doi.org/10.24912/jsa.v1i3.26208

Neves, C., Oliveira, T., Santini, F., & Gutman, L. (2023). Adoption and use of digital financial services: A meta analysis of barriers and facilitators. International Journal of Information Management Data Insights, 3(2), 100201. https://doi.org/10.1016/j.jjimei.2023.100201

Nihayah, N., & Purnama, N. (2024). Evaluation Of Digital Banking Application Adoption Based On The Technology Acceptance Model (Tam). International Journal of Science, Technology & Management, 5(2), 424–430. https://doi.org/10.46729/ijstm.v5i2.1083

Putri, N. R., Rizan, M., & Febrilia, I. (2024). Pengaruh Electronic Word of Mouth terhadap Niat Pembelian Ulang dengan Citra Merek dan Kepercayaan Merek sebagai Variabel Mediasi pada Pengguna E-commerce di Jakarta. Jurnal Masharif Al-Syariah: Jurnal Ekonomi Dan Perbankan Syariah, 9(3 SE-), 1707–1725. https://doi.org/10.30651/jms.v9i3.22996

Rachman, A., Yochanan, E., Samanlangi, A. I., & Purnomo, H. (2024). Metode Penelitian Kuantitatif, Kualitatif Dan R&D. CV Saba Jaya Publisher.

Rizieq, M. (2024). Transformasi Layanan Perbankan dari Antrian Panjang Menuju Banking in Your Pocket. BanKu: Jurnal Perbankan Dan Keuangan, 5(2), 76–89. https://doi.org/10.37058/banku.v5i2.13217

Rukminingsih. (2020). Metode Penelitian Kuantitatif & Kualitatif.

Septian, R., Leliana, I., Haikal, A., Kusnadi, E., & Sad Tanti, D. (2025). Pemanfaatan AI dan Chatbot dalam Praktik Public Relations: Adaptasi Teknologi dan Etika Komunikasi. Jurnal Public Relations (J-PR), 6(1), 62–67. https://doi.org/10.31294/10.31294/jpr.v6i1.9606

Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif dan R&D (Edisi ke-2).

Sujantoko, M. G., & Nashirudin, F. S. (2024). Zakat dan Transformasi Digital: Tantangan dan Peluang Pengelolaan Zakat Era Modern Berdasarkan Perspektif Hukum Syariah. Jurnal Hukum Ekonomi Syariah, 8(1), 17–31.

Wahyuni, E. S., Yuningsih, A., & Arisandy, Y. (2025). Managing customer service through artificial intelligence-driven chatbot systems in Islamic Banking institutions. Al-Uqud, 9(1), 96–104. https://journal.unesa.ac.id/index.php/jie%0AManaging

Wibawa, S. (2023). Analisis Chatbot Otomatisasi Tugas Administratif dan Manajemen Dalam Lingkungan Digital Dengan Menggunakan Python. In Insantek (Vol. 4, Issue 1). https://doi.org/10.31294/insantek.v4i1.2190

Wicaksono, S. R. (2022). Teori Dasar Technology Acceptance Model. In Encyclopedia of Education and Information Technologies (1st ed.). CV. Seribu Bintang. https://doi.org/10.1007/978-3-030-10576-1_300657

Windasari, N. A., Kusumawati, N., Larasati, N., & Amelia, R. P. (2022). Digital-only banking experience: Insights from gen Y and gen Z. Journal of Innovation and Knowledge, 7(2), 100170. https://doi.org/10.1016/j.jik.2022.100170

Downloads

Published

2026-08-21

How to Cite

Lesmana, A. N. R., Rahma, T. I. F., & Rahmani, N. A. B. (2026). The Influence of Chatbot Features on the Digital Reputation of Indonesian Sharia Banks Through Electronic Word of Mouth (E-WOM). Indonesian Journal of Islamic Economics and Finance, 6(2), 89–104. https://doi.org/10.37680/ijief.v6i2.10397

Issue

Vol. 6 No. 2 (2026)

Section

Articles

License

Copyright (c) 2026 Alyyatul Nisa Ragil Lesmana, Tri Inda Fadhila Rahma, Nur Ahmadi Bi Rahmani

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Copyright:

An author who publishes in Indonesian Journal of Islamic Ekonomics and Finance agrees to the following terms:

  • Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under a Creative Commons Attribution-NonCommercial 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  • Author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgment of its initial publication in this journal.
  • Author is permitted and encouraged to post his/her work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).

License:

  • Attribution — You must give appropriate credit, provide a link to the license, and indicate if changes were made. You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.

  • NonCommercial — You may not use the material for commercial purposes.

  • No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.

You are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.