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Netnography on finance research: the case of customer blackmail in a Sharia Bank

Eri Puspita, Rosana and Mohd Thas Thaker, Mohamed Asmy (2022) Netnography on finance research: the case of customer blackmail in a Sharia Bank. Journal of Accounting and Strategic Finance, 5 (1). pp. 179-192. E-ISSN 2614-6649

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A case of extortion by a sharia bank against an influencer and conglomerate in Indonesia went viral on social media in 2021. This article explores netizen comments regarding the issue of extortion cases carried out by sharia banks that are viral on social media. The method used in this study is a qualitative, netnographic approach. This research is useful for banks in determining attitudes towards netizens on social media. Data mining is done with NAWALA software, and data analysis is done with NVIVO. The sample size in this study was 21,656 comments on six selected videos uploaded on YouTube. The results show that netizen comments lead to three things, namely the role of the Financial Services Authority (OJK), the stigma of sharia banks after an issue of anextortion case, and riba. The new thing in this research is netnography which is used to discuss topics circulating in the case of sharia banks by paying attention to netizen comments on YouTube with large sample size. Previous researchers have never donenetnographic research about customer blackmail in Indonesian sharia banking. This study suggests that bank and non-bank financial institutions should always maintain their institutional image, improve sharia finance in the community, and create a good customer experience

Item Type: Article (Journal)
Subjects: H Social Sciences > H Social Sciences (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences
Kulliyyah of Economics and Management Sciences > Department of Economics
Depositing User: Dr Mohamed Asmy Bin Mohd Thas Thaker
Date Deposited: 18 Jul 2022 15:22
Last Modified: 18 Jul 2022 15:25
URI: http://irep.iium.edu.my/id/eprint/98831

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