Determinants of Customer Migration with Strengthening Organizational Policies at STAIN Majene in West Sulawesi

This study aims to identify and analyze factors influencing customer migration behavior, namely customers who move from conventional banks to Islamic banks, by emphasizing the role of strengthening organizational policies as a moderating factor. This study was conducted in an environment State Islamic College, Majene, West Sulawesi, Indonesia, using a quantitative approach and data collection techniques through questionnaires using a purposive sampling method with certain criteria. The independent variables studied included Islamic financial literacy, Islamic banking products and services, and the influence of the employee environment. Data analysis was conducted using the SPSS Version 27 method. The results showed that only Islamic banking services variables had a significant influence on customer decisions to migrate to BSI. Meanwhile, Islamic financial literacy, Islamic banking products, and the employee environment did not have a significant influence. Strengthening organizational policies also failed to moderate the relationship between these variables and customer migration behavior. These findings indicate that perceived service quality is the main determinant in migration decisions, while institutional policies have not been able to provide a strong enough impetus. The implications of these results indicate that improving the quality of Islamic banking services is key to encouraging customer migration. On the other hand, the need for strengthening more strategic and implementable organizational policies within the campus environment to support the overall transformation of Islamic finance.