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THE QUALITY ANALYSIS OF SERVICE ON THE LEVEL OF TRUST 

ABOUT THE ATM SKIMMING (CASE STUDY AT BRI SHARIA 

SUNIARAJA BRANCH OFFICEBANDUNG) 

1Popon Srisusilawati, 2Akhmad Yusup, 3Ramdan Fawzi 

 
ABSTRACT 

ATM is an electronic media that uses the internet to connect to bank communication 

networks that enable customers to carry out financial transactions independently. ATM 

skimming is one of the negative impacts of ATMs. This case affects the value of service 

quality at the bank. This study aims to determine whether there is a significant influence 

between service quality and ATM skimming cases on customer trust. This research uses 

quantitative methods with descriptive analysis techniques. Primary data were obtained by 

distributing questionnaires to 98 respondents who were customers of BRI 

ShariaSuniarajaBranch Office, Bandung. The results of this study are the Service Quality 

variable (X1) which has a positive influence on the Trust Variable (Y) with a Regression 

Coefficient of 0.385 and a calculated t value of 12.217 <t table value of 1.665. While the 

ATM Skimming Case Variable (X2) had no effect on Trust (Y). The existence of a negative 

value on the results of the study showed that there was no influence on the ATM Skimming 

Case (X2) variable on Trust (Y). 

Keywords: Service qualit; Cybercrime: ATM skimming; Customer trust 
 
 

 

1. Introduction 

In banking, technological advances are used to facilitate transactions and served as the 

leading service for banks. Nowadays, bank customers want smooth, fast, and secure 

transactions that can be done from anywhere at any time. Therefore, banks offer products that 

can provide benefits, namely e-banking. E-banking is a service that allows customers to 

obtain, communicate, and conduct banking transactions through electronic media such as 

Automatic Teller Machines (ATM), Electronic Data Capture (EDC) / Point of Sales (POS), 

Internet Banking, SMS Banking, E-commerce, Mobile Banking and Video Banking 

(Ferdiansyah, 2017). 

Banking has opened accessible opportunities for customers to make a transaction. Besides the 

development of the world of technology, crime is also increasingly sophisticated, and this can 

be detrimental the customers, for instance: ATM Skimming (Burki, 2017; Sankhwar, 2016). 

 
 

1Faculty of Sharia, Universitas Islam Bandung, Jl. Tamansari No. 1 Bandung Indonesia 40116. Email: 

Po2nss@gmail.com 
2 Faculty of Sharia, Universitas Islam Bandung, Jl. Tamansari No. 1 Bandung Indonesia 40116 
3 Faculty of Sharia, Universitas Islam Bandung, Jl. Tamansari No. 1 Bandung Indonesia 40116. 

mailto:Po2nss@gmail.com


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ATM skimming is one of the cybercrimes by copying customer data obtained from an ATM 

card (Mustari D, 2015). 

In banking, customers often asking their security, the confidentiality of personal, and the 

financial data secure before deciding to use internet banking. Internet banking that provides 

security and confidentiality of customer data will get the trust of customers (Dianita, 2015; 

Oko, 2012; Maharsi& Fenny, 2006). 

The trust of a banking service system will determine the consumer's decision to use the 

system. Thus, it will make customers satisfied with the provided facilities. ATM Skimming is 

one of the world's problems in world banking crime. This research implies that by knowing 

the weaknesses of the bank concerned, the quality of service can be advanced and improved 

so that it will increase the number of new customers. 

Based on the explained description in the background of the problem, researchers can 

formulate this research problem, namely How Does the quality of service and ATM 

skimming cases affect customer confidence? 

The novelty of this study is how skiming cases affect rural communities. The Significance  

Of The Research:For Academics. This research is expected to provide benefits for the 

development of science, especially in the theory of service quality and the level of trust for 

Shariah banking. The results of this study are expected to broaden the perspective of 

knowledge in the field of Sharia banking management, to improve and build sustainable 

Sharia banking performance by considering external and internal factors; For Researchers. 

This research is expected to provide useful information, references, and motivations for 

conducting further research related to the topic of customer trust and service quality at the 

regional level banking and For Government and Regulators. The purpose of the results of 

this study is to be input to improve the regulation and supervision of activities in Sharia 

banking. 

 

2. Theoretical Basis 

Service Quality is an activity that cannot be defined independently because service quality is 

intangible, this is a fulfilment of needs and does not have to be tied to product sales or other 

sales (Ismerelda&Ruzikna, 2015). 

According to (Abdul Qawi Othman, 2001; Rafiah & Ariyanti, 2017), there are six dimensions 

of service quality in Sharia banking, namely: Tangible, responsiveness, assurance, 

empathyand compliance 

Trust in the banking service system will determine the consumer's decision to use the system 

so that it will make customers satisfied with the facilities provided (Oko, 2012; and Maharsi 

& Fenny, 2006). 

In Indonesian Dictionary, Skimming is a way to read quickly / at a glance. In modern times 

skimming is known as one of the crimes in cybercrime, where this crime is committed 

through a computer system network, both locally and globally byutilizing technology by 



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copying information contained in the magnetic stripe that is on the ATM card illegally to 

have control against the victim's account (Nugraha, 2018). This statement confirmed by his 

research Sakhwar (Sankhwar, February 2016) and Mustari (Mustari, 2015). 

The tool used for skimming is called Skimmer. The skimmer is a customer data thief tool 

(Mustari, 2015). The skimmer placed in the gap of the ATM Machines, then the customer's 

data will be copied quickly into the ATM of the offender, and after that, the offender will 

take the victim's money. 

Trust is a belief to establish long-term relationships to produce actual work (Yulianto & 

Waluyo, 2004). Trust will arise when a consumer/customer or a group believes in the 

trustworthiness and integrity of partners. Trusted groups need to have high integrity and can 

be trusted, then associated with quality, such as; consistent, competent, honest, fair, and 

responsible (Yulianto&Waluyo, 2004). 

Below are indicators of customer trust, according to Junai A. Fian (Fian, 2016), as 

follows:the reputation of the product or service; customers feel safety and comfort in using 

products or services; customers get the benefits of products or services. 

 

3. Research Methodology 

This type of research uses quantitative research. This method aims to develop and use 

mathematical models, theories and / or hypotheses related to the phenomena investigated by 

researchers. 

This study uses survey research (survey research), which is a study that uses a 

questionnaire/questionnaire as the primary data source, which is a survey of BRI Sharia 

customers at the Suniaraja Branch Office, Bandung. This study uses survey research (survey 

research), which is a study that uses a questionnaire/questionnaire as the primary data source, 

which is a survey of BRI Sharia customers at the Suniaraja Branch Office, Bandung. 

In this study, there are independent variables and dependent variables. The independent 

variable consists of two variables, namely service quality (X1) and Skimming ATM cases 

(X2). The dependent variable consists of one variable, namely, customer trust (Y). 

Furthermore, there are two sources of data, namely primary data and secondary data. The 

primary data source in this study was obtained directly from the research location, namely 

BRI Sharia Suniaraja Branch Office, Bandung.The source is given directly to the respondent. 

The population in this study was 6,892 ATM user customers at the BRI Sharia Suniaraja 

Branch Office, Bandung. Samples were taken from active customers of ATM users at the 

research’s location in the last six months, so researchers only took samples from the 

population that would be the subject of the study. The sampling technique used in this study 

is Purposive Sampling, which is sampling based on specific characteristics, characteristics or 

characteristics that are the main characteristics of the population. In determining the number 

of samples from the population using the Slovin formula, which is as follows:        
 

 
      



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From the above calculation, there are 98 respondents. The sample used in this study is a 

customer of Bank BRI Sharia Suniaraja Branch Office, Bandung, especially ATM users. The 

following results of the development of the variables studied are as follows: 

The development of variable instrument Quality of Service (X1) (Abdul Qawi Othman, 2001) 

Table 1: Service Quality Variable Instruments 

Dimensions Indicators 

Tangible 1. Display outside and inside the office 

that is clean, neat, and comfortable. 

2. Good looking neat and polite. 

Operating hours are clear. 

3. Completeness of physical facilities 

owned. 

Have a website to facilitate customers in 

accessing information about customer data 

Responsiveness 1. Provide information clearly and 

easily understood. 

2. Knowing the customer's needs and 

willing to help. 

3. Islamic service. 

4. Knowledge and ability to conduct 

transactions. 

Fast response service 

Reliability 1. Fast and convenient service time. 

2. Extensive knowledge of the products 

offered 

3. Guarantee of security when making 

transactions. 

Optimal service 

Assurance 1. Staff are polite and friendly. 

2. They are providing financial advice. 

3. Provides easy access to financial 

information. 

Experienced and knowledgeable 

management. 

Empathy 1. Customer data is guaranteed 

confidentiality. 



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2. Give individual attention to its 

customers. 

Low service costs 
 

The development of variable ATM skimming instruments (X2) ( Mustari D. , Cyber Crime: 

Penggunaan Skimmer Terhadap Pembobolan ATM, 2015). 

Table 2: ATM Variable Skimming Instrument 

Dimensi Indikator 

Cyber Crime 1. Customers understand about 

cybercrime. 

2. Protection from cybercrime. 

Applicable regulations 

Skimming ATM 1. The occurrence of ATM skimming 

to customers. 

2. Bank’s form of compensation. 

3. Follow-up by the bank. 

Customer trust. 

 
The development of the instrument 

Table 3: Trust Variable Instrument (Y) 

Dimensi Indikator 

Reputation 1. Provide quality services. 

2. They have reliable staff in their field. 

Trusted bank 

Safety and Comfort 1. Able to provide protection and safety 

for customers. 

They are providing a sense of security and 

comfort when customers transact. 

Benefit 1. Provide services as expected. 

The Bank is providing short- and long-term 

benefits. 

variable Trust (Y (Fian J. A., 2016) 

The T-test is done to test the significance of the relationship between variables X1, and X2 on 

Y, whether the variables X1 and X2 have a partial effect (individually) on the variable Y. To 

draw conclusions expressed by looking at the significant value and comparing with the level 

of error that is if the probability value <alpha value (α), then the dependent variable 

significantly influences the independent variable. Here is the basis for taking a hypothesis: 



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The confidence level used is 90% or a significant level of 10% or 0.1 with the following 

criteria: 

1. If t arithmetic> T table, then H0 is rejected and Ha is accepted. Means the dependent 

variable (X) has a significant influence on the independent variable (Y). 

2. Jika t hitung< t Table, maka H0ditolakdan Haditerima. Berartivariabeldependen (X) 

tidakmempunyaipengaruhsignifikanterhadapveriabelindependen (Y). 

3. If t arithmetic <t table, then H0 is rejected, and Ha is accepted. Means the dependent 

variable (X) does not have a significant effect on the independent variable (Y). 

Conclusions drawn: 

a. If sig. > α (0,1), then H0 is accepted, and Ha is rejected. 

b. If sig. <α (0,1), then H0 is rejected, and Ha is accepted. 

 

4. Results and Discussion 

The researcher uses Multiple Linear Regression Analysis using SPSS Version 2.0 which aims 

to examine whether or not the effect of service quality (X1), and ATM skimming (X2) cases 

on the trust (Y) of BRI Sharia customers.The Influence of Service Quality on the Trust of 

ATM Users in Bank BRI Sharia Suniaraja Branch Office, Bandung. 

Table 4: Results Analysis of the Effect of Service Quality (X1) on Trust (Y) 

Varible Regression 

coefficient 

T arithmetic T table Decision table 

 
X1 

 
againts Y 

 
0,385 

 
12,217 

 
1,665 

 
Ha received 

 
Based on data analysis, the Regression Coefficient is 0.385., it means that if the Service 

Quality Variable increases by 1%, then Trust will increase by 38.5%., it is because the quality 

of service is positive, so the higher the level of Service Quality, the higher the level of 

customer confidence. 

Based on the t-test results, it is known that the t value is 12.217> t table value is 1.665. Thus, 

H0 is rejected, and Ha is accepted, so it can be concluded that there is a significant influence 

between the quality of service on the trust of customers of ATM users. 

Thus, the better the quality of services provided by BRI Sharia Suniaraja Branch ffice, 

Bandung, the higher the trust that bank customers have. So that customer confidence is well 

established with BRI Sharia Suniaraja Branch Office, Bandung. 

Therefore, the better the quality of services provided by BRI Sharia SuniarajaBranch Office, 

Bandung, the higher the trust that bank customers have. So that customerconfidence is well 

established with BRI Sharia Suniaraja Branch Office, Bandung 



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The Effect of ATM Skimming Cases on the Belief of Customer ATM Users in BRI Sharia 

Suniaraja Branch Office, Bandung. 

Table 5: Analysis of the Effect of the Case of ATM Skimming (X2) on Trust (Y) 

Model 
Unstandardized 

Coefficients 

Standardised 

Coefficients 
T Sig. 

  B Std. Error Beta   

 (Constant) 7,315 3,615  2,023 ,046 

 Service quality 

(X1) 
,385 ,032 ,882 12,217 ,000 

1      

 ATM 

Skimming Case 

(X2) 

 
-,061 

 
,088 

 
-,050 

 
-,697 

 
,487 

 
Based on data analysis, the Regression Coefficient (β) value of -0.061., it means that if the 

ATM Skimming Case Variable increases by 1%, the Trust will drop by -6.1%, this is because 

the ATM Skimming case has a negative value, so there is an inverse relationship with 

Customer Trust. 

Based on the results of the t-test, it is known that the t value is -0.679 <t table value of 1.665. 

Thus, H0 is accepted, and Ha is rejected, and the t value is negative. So it can be concluded 

that there is no significant effect between ATM skimming cases on trust, and negative values 

indicate a negative relationship between variable ATM skimming cases with customer 

confidence. 

The ATM skimming case does not affect customer confidence, and this is caused many 

respondents do not understand the knowledge of ATM Skimming Cases. 

 

 

 

 

 

 

 

 

 
Table 6: Results of Analysis of the Effect of Service Quality (X1) and ATM Skimming 

(X2) on Trust (Y) 
 

Model Sum of 

Squares 

Df Mean Square F Sig. 



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Regression 

 
3084,816 

 
2 

 
1542,408 

 
122,976 

 
,000b 

1 Residual 1191,520 95 12,542   

 Total 4276,337 97    

 

Based on the analysis, shows that the calculated F value of 122.976 indicates the influence of 

service quality and ATM skimming cases on customer confidence, and this> table F value of 

2.36. Thus, H0 is rejected, and Ha is accepted, so it can be concluded that the quality of 

service and ATM skimming cases have a significant effect together on trust, this is in 

accordance with his research (Fian, 2016; Maharsi& Fenny, 2006; Mustari, 2015; Oko, 

2012). Based on these results, it appears that the quality of service and ATM skimming cases 

jointly influence trust. If seen from the results of the t-test, one of the variables is the case of 

ATM skimming does not affect trust. However, if combined with service quality, the results 

will affect trust. Therefore, the quality of service at the BRI Sharia Suniaraja Branch Office, 

Bandung is excellent, so that the bank can evaluate quickly to maintain trust in establishing a 

good relationship between the bank and customers, especially ATM users. 

The contribution of the two independent variables (Service Quality (X1) and ATM Skimming 

Case (X2)) to the dependent variable (Trust (Y)) can be seen from the results of the 

coefficient of determination (R2) of 72.1%, meaning that the presentation of the contribution 

of the influence of service quality and ATM skimming cases on trust obtained a value of 

72.1%, while the other 27.9% was influenced by other variables not included in this study. 

 

5. Conclusion 

The ATM skimming case does not affect the confidence of BRI Syariah KC customers. 

Suniaraja ATM skimming cases do not affect trust because, there are some customers who 

are still doubtful about ATM skimming cases and the lack of customer knowledge about the 

impact of ATM skimming cases in Islamic banks, especially ATM users.Service quality of 

BRI Syariah KC. Suniaraja and ATM skimming cases have a positive effect on BRI Syariah 

KC customers' trust. SuniarajaThis is because, the case of ATM skimming does not have a 

negative effect on customer confidence due to the quality of BRI Syariah KC services. 

Suniaraja has a dominant positive effect on cases of ATM skimming. 

 

6. Acknowledgement 

This paper is the result of a grant from LPPM Unisba in the field of Community 

Service,Thank you to Rector Unisba, the chairman of the LPPM and the LPPM reviewers 

who gave us the opportunity to complete this paper 

 
 

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