Journal of Management Branding
Vol. 3 No. 2 (2026): Journal of Management Branding

Model Niat Penggunaan Berkelanjutan Mobile Banking: PeranKepercayaan, Kepuasan, Nilai yang Dirasakan, dan Keterlibatan Pelangganpada Bank Muamalat

Hari Yeni (Universitas Muhammadiyah Mamuju)
Agus Halim (Universitas Muhammadiyah Mamuju)



Article Info

Publish Date
08 Aug 2026

Abstract

This study aims to analyze the influence of trust, satisfaction, and perceived value on mobile banking continuance intention with customer engagement as a mediating variable at Bank Muamalat. The sample consisted of 162 customers from Bank Muamalat Mamuju and Wonomulyo branches. Data analysis used Structural Equation Modeling (SEM) with AMOS. The results indicate that trust and customer satisfaction have a positive and significant effect on customer engagement, while perceived value has a positive but insignificant effect. Customer engagement has a positive and significant effect on continuance intention. Customer engagement mediates the influence of trust and satisfaction on continuance intention, but fails to mediate the influence of perceived value. These findings confirm that psychological and relational factors are more dominant in shaping continuance intention compared to functional factors. Bank Muamalat should strengthen trust and satisfaction through improving digital service quality and user experience oriented towards Islamic values. The novelty of this study lies in examining the mediating role of customer engagement in integrating psychological and functional factors towards the continuance intention of Islamic mobile banking services.

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Journal Info

Abbrev

JMB

Publisher

Subject

Economics, Econometrics & Finance

Description

Journal of Management Branding (JMB) terdaftar dengan nomor e-ISSN : 3047-3179 merupakan publikasi ilmiah yang berfokus pada topik-topik terkait dengan ilmu manajemen. Jurnal ini menyediakan platform bagi para peneliti dan akademisi untuk berbagi riset terbaru, menganalisis isu-isu kontemporer, dan ...