ANALYSIS OF PERCEIVED CONVENIENCE 4.0 AND DIGITAL EXPERIENCE QUALITY ON CONTINUANCE USAGE BEYOND BASIC FEATURE LIVIN' BY MANDIRI WITH AFFECTIVE TRUST AS MEDIATION IN MEDAN CITY
DOI:
10.54443/morfai.v6i1.4620Published:
2025-12-23Downloads
Abstract
This study aims to analyze the influence of Perceived Convenience 4.0 and Digital Experience Quality on Continuance Usage Beyond Basic Features among users of the Livin' by Mandiri mobile banking application, with Affective Trust as a mediating variable. This study uses a quantitative approach with the Partial Least Squares–Structural Equation Modeling (PLS-SEM) method. Data were obtained from Livin' user respondents who have used basic features and have accessed features beyond basic. The results show that Perceived Convenience 4.0 and Digital Experience Quality have a significant positive effect on Affective Trust and continued use of advanced features. In addition, Affective Trust is proven to significantly mediate the relationship between convenience and digital experience on continuance usage, so emotional trust plays an important role in encouraging exploration of more complex features. These findings confirm that digital convenience and experience quality are key factors in building users' emotional relationships with the application, which ultimately increases the use of features beyond basic. This study provides theoretical contributions to the development of mobile banking user behavior models as well as practical implications for optimizing experience- and trust-based digital banking strategies.
Keywords:
Perceived Convenience 4.0 Digital Experience Quality Affective Trust Continuance Usage Mobile Banking.References
AllDay Design. (2024). Mandiri Livin: Empowering a nation through simple intuitive mobile banking UI. Retrieved from https://www.allday.design/projects/mandiri-livin
Bank Mandiri. (2021). Transformasi layanan perbankan digital Bank Mandiri: Livin' by Mandiri sebagai penyempurnaan aplikasi Mandiri Online. Press Release Bank Mandiri.
Bank Mandiri. (2025). Livin' by Mandiri: #BeyondSuperAPP untuk memenuhi semua kebutuhan finansial dan lifestyle. Retrieved from https://www.bankmandiri.co.id/en/livin
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370. https://doi.org/10.2307/3250921
Chen, Y., Wang, L., & Zhang, H. (2023). Extending technology acceptance model with trust and privacy concerns in mobile banking adoption. International Journal of Information Management, 68, 102584.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30. https://doi.org/10.1080/07421222.2003.11045748
EY Indonesia. (2022). Riding the wave of Indonesia's financial services growth. EY Insights Report.
Garcia, M., Rodriguez, P., & Silva, A. (2024). Trust and satisfaction in digital banking: Integrating DeLone and McLean information system success model. International Journal of Bank Marketing, 42(4), 789-812.
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business Research, 58(4), 500-507. https://doi.org/10.1016/S0148-2963(03)00140-1
Market Research Indonesia. (2025). The growth of Indonesia digital banking expansion. Indonesia Digital Economy Report, 15(3), 78-95.
McKinsey & Company. (2019). Indonesia leaps forward in digital banking adoption. Asia-Pacific Banking Report.
McKinsey & Company. (2021). The rise of digital banking in Southeast Asia. McKinsey Global Institute.
Nguyen, T. H., Pham, V. K., & Le, M. D. (2024). Factors influencing continuance intention to use mobile banking: An extended expectation-confirmation model with moderating role of trust. Humanities and Social Sciences Communications, 11, 276.
Shahid, S., & Sharma, K. (2022). Examining consumer experience in using m-banking apps: A study of its antecedents and outcomes. Journal of Retailing and Consumer Services, 65, 102870.
Shankar, A., & Jebarajakirthy, C. (2020). Impact of online convenience on mobile banking adoption intention: A moderated mediation approach. Journal of Retailing and Consumer Services, 58, 102323.
Sharma, K., Dhir, A., & Talwar, S. (2024). A digital cohort analysis of consumers' mobile banking app experience. International Journal of Consumer Studies, 48(2), e12989.
Tjahyadi, R. W., Wijaya, A., Sofyan, N., & Krisna, L. (2024). The investigation of preference attributes of Indonesian mobile banking users to develop a strategy for mobile banking adoption. Journal of Risk and Financial Management, 17(3), 109.
UXDA. (2025). Digital experience branding: Restoring trust in banking through innovation. Digital Banking Report, 15(2), 45-62.
YouGov. (2023). Exploring consumer banking trends in Indonesia. YouGov Business Research Report.
Zhang, L., Wang, H., & Chen, Y. (2023). Investigating customers' continuous trust towards mobile banking apps: A multi-dimensional approach. Humanities and Social Sciences Communications, 10, 863.
License
Copyright (c) 2026 Hambali, Muhammad Dharma Tuah Putra, Dewi Nurmasari Pane
This work is licensed under a Creative Commons Attribution 4.0 International License.
Downloads
How to Cite
