Customer Digital Expectations, Trustworthiness, and Satisfaction in Shaping Bank Mandiri Usage Intention through Digital Transformation
DOI:
https://doi.org/10.70550/joseb.v3i3.675Keywords:
Customer Digital Expectation, Customer Trustworthiness, Customer Satisfaction, Customer Intention to Use, Digital TransformationAbstract
Objectives: This study examines the effects of Customer Digital Expectation, Customer Trustworthiness, and Customer Satisfaction on Customer Intention to Use Bank Mandiri, both directly and indirectly through Digital Transformation. The study is motivated by the growing competition in Indonesian digital banking and the need to understand why customers continue using mobile banking services.
Methodology: This study employed a quantitative causal-associative approach. Data were collected through a structured questionnaire distributed to 210 active Bank Mandiri customers in the East Jatinegara Area. The measurement scale used a five-point Likert scale, and the data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS.
Findings: Customer Digital Expectation, Customer Trustworthiness, and Customer Satisfaction had positive and significant effects on Digital Transformation. Digital Transformation had a positive and significant effect on Customer Intention to Use. Customer Trustworthiness directly affected Customer Intention to Use, whereas Customer Digital Expectation and Customer Satisfaction did not have significant direct effects. Digital Transformation partially mediated the effects of all three antecedent variables on Customer Intention to Use. The model explained 70.3% of the variance in Digital Transformation and 62.0% of the variance in Customer Intention to Use.
Conclusion: Digital Transformation is a central mechanism for converting customer expectations, trust, and satisfaction into intention to continue using Bank Mandiri services. Bank Mandiri should strengthen digital innovation, service reliability, information accuracy, and secure customer-oriented features to maintain customer usage intention.
Downloads
References
Barjaktarovic-Rakocevic, S., et al. (2025). Customer digital expectations and digital service experience.
Cahyo, A. (2025). Empirical gaps in management research.
Easterlitta Kinanthi, G. (2024). The influence of customer expectations and perceived value on customer satisfaction among Dinotis application users.
Ferista, R. (2020). Transactional, referential, and preferential intention in consumer behavior.
Ghozali, I. (2023). Structural Equation Modeling: Alternative Method with Partial Least Squares (PLS) (10th ed.). Universitas Diponegoro.
Goodstats.id. (2024). Survey of mobile banking users in Indonesia. https://goodstats.id
Grace Mulya Setiabudi. (2023). The impact of trust and customer satisfaction on customer loyalty in BCA electronic banking services.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (3rd ed.). SAGE Publications.
Henseler, J. (2022). Composite-based structural equation modeling: An introduction. Springer.
Jabbari, M., & Lamari, N. (2024). Customer experience in the digital transformation era: Insights on personalization, digital marketing, and customer relationship management.
Jo, H., & Ahn, J. (2024). Understanding digital engagement: The mediating role of digital transformation. Journal of Interactive Marketing, 58(4), 201-220.
Judijanto, L. (2024). Analysis of the influence of fintech adoption, regulation, trust, and use of digital services.
Khamitov, M., Rajavi, K., Huang, D.-W., & Hong, Y. (2024). Consumer trust: A meta-analysis of 50 years of empirical research. Journal of Consumer Research, 51(1), 7-18. https://doi.org/10.1093/jcr/ucad065
Kumaar, A. (2022). Digital transformation as a technology enabler in organizational performance.
Liu, Y., Zhang, W., & Chen, L. (2022). Enterprise digital transformation and customer concentration: Evidence from service industries. Journal of Business Research, 145, 321-335.
Maheswara, I. G., & Abd Kadir, M. (2025). Analyzing the effect of digital transformation on customer satisfaction in the multiservice sector.
Musa, H. G., Fatmawati, I., Nuryakin, N., & Suyanto, M. (2024). Marketing research trends using the Technology Acceptance Model: A comprehensive review. Cogent Business & Management, 11(1), 2329375.
Musnaini. (2021). Modern marketing management.
Musyaffi, A. A., Rahmawati, D., & Sari, N. (2022). Structural model evaluation using SEM-PLS. Jurnal Riset Ekonomi dan Bisnis, 15(3), 241-252.
Novriansyah, et al. (2022). Customer trustworthiness in marketing contexts.
OJK. (2024). The role of OJK in the banking industry. https://ojk.go.id
Perwangsa, A., Nugroho, B., & Santoso, H. (2024). Customer satisfaction as a driving factor of repurchase intention in e-commerce. Journal of Marketing and Consumer Research, 19(3), 76-88.
Pristiyono, P., Juliana, J., & Prayoga, Y. (2025). Measuring customer trust through digital transformation of banking as a competitive advantage. Jurnal Ekonomi Bisnis dan Kewirausahaan.
Raharto, A. (2025). Objectives of digital transformation in modern organizations.
Rahmidani, R. (2023). The impact of trust and customer value on customer loyalty.
Ramadhan, A. (2022). Analysis of factors influencing M-Banking BCA users to continue using the service.
Rizieq, M. (2024). Banking service transformation: From long queues to banking in your pocket.
Salesforce. (2023). Digital customer expectations. https://salesforce.com
Sudarsono. (2020). Marketing management.
Sugiyono. (2022). Metode penelitian kuantitatif, kualitatif, dan R&D (Revised ed.). Alfabeta.
Tanjung, et al. (2022). Customer satisfaction in modern markets.
Tseng, C. (2025). Determinants of the intention to use digital technology: A consumer perspective. Journal of Technology Adoption and Innovation, 17(1), 44-62.
Tussakdah. (2021). Understanding e-service quality role in fostering e-customer satisfaction and loyalty.
Utami, et al. (2024). Modern marketing management perspectives.
Wardhana, A. (2024). Customer trustworthiness and its drivers.
Zendesk. (2025). Customer digital expectation definition. https://zendesk.com
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Journal of Sustainable Economic and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
