The Influence of Social Media Engagement, Customer Experience, and Brand Reputation on Digital Brand Trust of Mobile Banking Users

Sri Purwati (Sekolah Tinggi Ilmu Ekonomi Bisnis Indonesia)
Sukma Irdiana (Institut Teknologi dan Bisnis Widya Gama Lumajang)
Ade Suhara (Universitas Buana Perjuangan Karawang)
Iwan Henri Kusnadi (STISIP Bina Putera Banjar)
Rahmat Irawan (Universitas Nusa Bangsa)
Nur Aisyah Qadri Saiful (Institut Turatea Indonesia)

Indonesian Journal of Innovation Multidisipliner Research
Vol. 4 No. 2 (2026): April - Juni

The purpose of this research is to examine Effect of Social Media Engagement, Customer Experience and Brand Reputation on Digital Brand Trust of mobile banking customers. The research was conducted quantitatively utilizing a survey method on mobile banking customers by employing purposive sampling methodology. Data collection was done by means of online surveys and data analysis was done using multiple linear regression. Before assessing the hypothesis, validity, reliability and classical assumption tests such as normality, heteroscedasticity and multicollinearity were undertaken. The findings indicated that Social Media Engagement, Customer Experience and Brand Reputation had a favorable and substantial effect on Digital Brand Trust partly and concurrently. The study results show that enhancing customer involvement via social media, great customer experience and strong brand reputation may boost consumer confidence in mobile banking services. The research contributes to the growth of digital marketing and consumer behavior literature theoretically, and the practical implications for the banking sector to increase customer confidence in digital services.