Dekonstruksi Ambivalensi Konsumen Muslim Dalam Dual Banking System: Kesenjangan Literasi Keuangan Syariah Dan Loyalitas Perbankan
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Abstract
The Dual Banking System in Indonesia presents a unique dynamic in Muslim consumer behavior, particularly related to the gap between Islamic financial literacy and loyalty to Islamic banking. Although Islamic financial literacy has shown an increase in recent years, the level of inclusion and use of Islamic banking services remains relatively low compared to conventional banking. This study aims to analyze the phenomenon of ambivalence among Muslim consumers in the dual banking system and examine the relationship between Islamic financial literacy and customer loyalty to Islamic banks. Muslim consumers tend to have a high level of loyalty to Islamic values, but in practice, they continue to use conventional banking services due to factors such as efficiency, service quality, ease of access, and the structure of the Dual Banking System that allows both to operate simultaneously. These findings indicate that consumer ambivalence is a structural phenomenon that cannot be resolved solely through increased literacy, but requires strengthening the Islamic banking ecosystem through policies, innovative services, and improving the quality of institutions.
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