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All Journal Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Journal of Consumer Science Jurnal Ilmiah Manajemen dan Bisnis (JIMB) MIX : Jurnal Ilmiah Manajemen Jurnal Bisnis dan Manajemen Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT Jurnal Doktor Manajemen (JDM) Dinasti International Journal of Education Management and Social Science Jurnal Riset Bisnis dan Manajemen Jurnal Manajemen Inobis: Jurnal Inovasi Bisnis dan Manajemen Indonesia Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Ilomata International Journal of Management ADPEBI International Journal of Business and Social Science Jurnal Pengabdian Teratai Akuntansi dan Humaniora: Jurnal Pengabdian Masyarakat Indonesian Journal of Society Development (IJSD) Management Analysis Journal Journal of Fundamental Management (JFM) Journal of Sustainable Economic and Business
Yanto Ramli
Universitas Mercu Buana
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Customer Digital Expectations, Trustworthiness, and Satisfaction in Shaping Bank Mandiri Usage Intention through Digital Transformation Gema Tranata Ardhie; Yanto Ramli
Journal of Sustainable Economic and Business Vol. 3 No. 3 (2026): Journal of Sustainable Economic and Business (JOSEB)
Publisher : ARE Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70550/joseb.v3i3.675

Abstract

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.
Green Trust, Green Usefulness, and Green Value Effects on Sustainable Customer Satisfaction through Digital Banking Galih Aditya; Yanto Ramli
Journal of Sustainable Economic and Business Vol. 3 No. 3 (2026): Journal of Sustainable Economic and Business (JOSEB)
Publisher : ARE Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70550/joseb.v3i3.757

Abstract

Objectives: This study examines the influence of green trust, green perceived usefulness, and green perceived value on sustainable customer satisfaction, both directly and indirectly through digital banking, in the Indonesian banking sector. The study responds to the continuing gap between rapid digital-banking development and customers' understanding of the sustainability value embedded in digital and green banking services. Methodology: The study used an explanatory quantitative design with a cross-sectional survey. Primary data were collected from 110 banking customers using a structured questionnaire measured on a five-point Likert scale. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) to assess the measurement model, structural model, and mediating effects. Findings: All direct relationships were positive and significant. Green trust, green perceived usefulness, and green perceived value significantly influenced sustainable customer satisfaction and digital banking. Digital banking also had a positive and significant effect on sustainable customer satisfaction and partially mediated the three green antecedents. The model explained 48.2% of the variance in digital banking and 80.0% of the variance in sustainable customer satisfaction. Conclusion: The findings indicate that sustainable customer satisfaction in banking is shaped not only by functional digital-service performance, but also by customers' trust, perceived usefulness, and perceived value regarding sustainability. Banks should strengthen digital banking while communicating credible green commitments to create efficient, responsible, and sustainable customer experiences.
Co-Authors Adi Nurmahdi Adnan Rajak Adnan Rajak, Adnan Agustinus Hariadi Djoko Purwanto Aldina Shiratina Ali, Anees Janee Anees Janee Ali Anggraeni, Adilla Christian Kuswibowo Christina Catur Widayati Daru Asih Dudi Permana Eka Prasetiawan Eka Prasetiawan Eko Tama Putra Saratian Erna Sofriana Imaningsih Febrian, Lia Febry Nur Fauzi Galih Aditya Gema Tranata Ardhie Haniruzila Md Hanifah Harefan Arief Imam, Sabferrial Fernando IMANINGSIH, Erna Soriana Kristanti, Lisa Kurniawan, Kinanta Ofelia Mochamad Soelton Nandan Limakrisna Nia Kusuma Wardhani Nuri Putria Nirba Nirwana NURUL HIDAYAH Oktaviani, Dea Raihan, Ahmad Ramadhan, Syahnaz Renno Reymond Okto Zulfikar Rina Astini Sandra Arviya Setyo Riyanto Sri Hartono Sri Hartono Sugeng Santoso Swarmilah Hariani Tantri Yanuar Rahmat Syah Tati Nugrahati Tine Yuliantini Wahyu Nugroho Widi, Reggy Noviana Yuli Harwani Yusliza Mohd Yussoff Yusoff, Yusliza Mohd