Risiko reputasi bank syariah di era media sosial serta dampaknya terhadap kepercayaan nasabah
Keywords:
Islamic bank, reputation risk, social media, customer trust, risk managementAbstract
The development of social media has brought significant changes in the way people obtain and disseminate information, including information related to Islamic banking services. This situation makes reputation risk one of the main challenges faced by Islamic banks, as public perception can be formed quickly through various digital platforms. This study aims to analyze the reputation risk of Islamic banks in the social media era and its impact on customer trust levels. The method used is a descriptive qualitative approach utilizing secondary data from literature, scientific journals, and sources from academic repositories. The results of the discussion indicate that reputation risk can be triggered by various factors, such as service quality, information transparency, and responses to customer complaints circulating on social media. The resulting impact is not only a decrease in trust but also has the potential to affect customer loyalty and the stability of bank operations. Therefore, an effective reputation management strategy is needed, including improving service quality, strengthening public communication, and wise and responsive use of social media to maintain customer trust.
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