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All Journal Journal Research of Social Science, Economics, and Management
Minsani Mariani
Binus Business School, Indonesia
Environmental Science

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The Role of Customer Experience in Mediating the Effects of Digital Financial Literacy and E-Service Quality on Customer Retention in Digital Banking Services Syahdad Perkasa; R. Ghifari Ramadhana Agueni; Abi Rilo Pambudi; Minsani Mariani
Journal Research of Social Science, Economics, and Management Vol. 5 No. 11 (2026): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v5i11.1505

Abstract

The rapid expansion of digital banking services has intensified competition in customer retention, particularly among Generation Z and Millennial users who prioritize seamless and personalized digital experiences. This study investigates the role of customer experience in mediating the influence of digital financial literacy and e-service quality on customer retention in Indonesia's digital banking sector. Employing a quantitative explanatory approach with a cross-sectional design, data were collected from 230 active digital banking users through structured online questionnaires. Structural Equation Modeling–Partial Least Squares (SEM-PLS) was applied to analyze the direct and indirect effects among variables. The findings reveal that digital financial literacy and e-service quality do not directly affect customer retention, but both significantly enhance customer experience, which in turn fully mediates their effect on retention. Customer experience emerges as the central determinant of loyalty, emphasizing the importance of cognitive, emotional, and functional interactions with digital banking services. The study confirms that technical quality and digital literacy alone are insufficient to sustain long-term engagement without fostering positive customer experiences. These results extend theoretical understanding through the Expectation-Confirmation Theory and Service-Dominant Logic frameworks, and provide practical implications for digital banking institutions aiming to design experience-centered strategies to enhance retention among tech-savvy customer segments.
Modeling Continuance Intention of Superapps Mobile Banking: An Empirical Study of ECM Extended with Trust and Security Angelia Natalia; Meita Emba Dwi Mustika; Samuel Indra Christianto Lumba Tobing; Minsani Mariani
Journal Research of Social Science, Economics, and Management Vol. 4 No. 12 (2025): Journal Research of Social Science, Economics, and Management
Publisher : Publikasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59141/jrssem.v4i12.954

Abstract

Superapps mobile banking is a new type of digital banking service that combines financial transactions and lifestyle aspects into one platform. Superapps are becoming more popular in Indonesia since more people are using the internet and smartphones. This is because there is a rising need for practical and integrated financial solutions. Many studies have looked at the early use of mobile banking, but not many have looked at what keeps people using superapps mobile banking, especially in Indonesia. Using an enhanced Expectation Confirmation Model (ECM), this study intends to look at how perceived security, trust, confirmation, perceived utility, and satisfaction affect the intention to continue using.  We did a survey of 268 people who use superapps mobile banking from regular banks in Indonesia. We then used Partial Least Squares Structural Equation Modeling (PLS-SEM) to look at the data. The results show that confirmation has a beneficial effect on perceived usefulness and satisfaction. Trust and Perceived usefulness seem also to have a big effect on Satisfaction, which is a big marker of whether someone will continue using the services.  Perceived security doesn't directly affect satisfaction, but it does have a big effect on trust, which then affects continuance intention. These results show how important it is to develop trust and satisfaction in order to keep users loyal in Indonesia's growing superapps mobile banking ecosystem. 
Co-Authors Abi Rilo Pambudi Angelia Natalia Meita Emba Dwi Mustika R. Ghifari Ramadhana Agueni Samuel Indra Christianto Lumba Tobing Syahdad Perkasa