<![CDATA[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.]]>
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