Development of a Customer Satisfaction Model for Mobile Banking Usage through a Gender Moderation Approach at HIMBARA Banks in East Java

  • Endie Rianto University of Dr. Soetomo, Doctoral Program in Management, Faculty of Economics and Business.
  • Slamet Riyadi
  • Sri Utami Ady
DOI: https://doi.org/10.62159/sembj.v7i1.2456
Keywords: Mobile Banking, Customer Satisfaction, SEM-PLS, Gender, HIMBARA Bank, Moderation

Abstract

Mobile banking services have become the primary channel for banking transactions in Indonesia, with HIMBARA Bank active users reaching 79.75 million in 2024. However, customer satisfaction levels remain variable, and the role of gender as a moderating factor has not been extensively studied.

Method: This study employs a quantitative approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) and Moderated Regression Analysis (MRA). Data were collected from 371 mobile banking users of HIMBARA Banks (Bank Mandiri, BRI, BNI, BTN) in five major cities in East Java. The independent variables consist of technology (X1), knowledge (X2), trust (X3), security (X4), and risk (X5), with usage decision (Z) as the intervening variable, gender (M) as the moderating variable, and customer satisfaction (Y) as the dependent variable.

Results: Technology (β=0.175; p=0.001) and knowledge (β=0.231; p=0.000) had a significant positive effect on customer satisfaction. Risk had a negative yet non-significant effect on satisfaction (β=−0.029; p=0.599). Trust (β=0.047; p=0.405) and security (β=0.114; p=0.067) were not found to have a significant direct effect on satisfaction. The mobile banking usage decision was proven to mediate the effects of technology, trust, security, and risk on customer satisfaction. Gender did not significantly moderate the relationship between usage decision and satisfaction (β=0.020; p=0.597). The R² value of customer satisfaction was 0.513. Conclusion: The developed model confirms that technology and knowledge are the primary determinants of customer satisfaction among mobile banking users, while the usage decision plays an important role as a mediator. The key distinction from the original dissertation lies in the reduction of independent variables to five (removing rapid service and ease of use), yielding a more parsimonious model focused on intrinsic factors of digital banking technology adoption

References

Aboelmaged, M., & Gebba, T. R. (2013). Mobile banking adoption: An examination of technology acceptance model and theory of planned behavior. International Journal of Business Research and Development, 2(1), 35–50. DOI: 10.24102/ijbrd.v2i1.263
Alalwan, A. A., Dwivedi, Y. K., Rana, N. P., & Williams, M. D. (2016). Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy. Journal of Enterprise Information Management, 29(1), 118–139. DOI: 10.1108/JEIM-04-2015-0035
Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1068–1089. DOI: 10.1108/IJBM-10-2015-0150
Baptista, G., & Oliveira, T. (2015). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior, 50, 418–430. DOI: 10.1016/j.chb.2015.04.024
Chen, C. (2013). Perceived risk, usage frequency of mobile banking services. Managing Service Quality, 23(5), 410–436. DOI: 10.1108/MSQ-10-2012-0137
Dang, V. T., Nguyen, N., & Pervan, S. (2020). Retailer corporate social responsibility and consumer citizenship behavior: The mediating roles of perceived consumer effectiveness and consumer trust. Journal of Retailing and Consumer Services, 55, 102–113. DOI: 10.1016/j.jretconser.2020.102113
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. DOI: 10.2307/249008
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. DOI: 10.1177/002224378101800104
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. DOI: 10.1108/EBR-11-2018-0203
Hanafizadeh, P., Behboudi, M., Koshksaray, A. A., & Tabar, M. J. S. (2014). Mobile-banking adoption by Iranian bank clients. Telematics and Informatics, 31(1), 62–78. DOI: 10.1016/j.tele.2012.11.001
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. DOI: 10.1007/s11747-014-0403-8
Hoehle, H., Scornavacca, E., & Huff, S. (2012). Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis. Decision Support Systems, 54(1), 122–132. DOI: 10.1016/j.dss.2012.04.010
Islam, M. N., Karunagaran, L., Islam, N., & Mukherjee, A. (2021). Factors affecting the adoption of mobile banking in Bangladesh: The role of gender. Journal of Global Information Technology Management, 24(3), 202–225. DOI: 10.1080/1097198X.2021.1955534
Jashari, A., & Rrustemi, V. (2017). The impact of digital banking on retail banking in Kosovo. Journal of Internet Banking and Commerce, 22(2), 1–13. DOI: 10.4172/1204-5357.1000185
Koenig-Lewis, N., Palmer, A., & Moll, A. (2010). Predicting young consumers' take up of mobile banking services. International Journal of Bank Marketing, 28(5), 410–432. DOI: 10.1108/02652321011064917
Lee, M. C. (2009). Factors influencing the adoption of internet banking: An integration of TAM and TPB with perceived risk and perceived benefit. Electronic Commerce Research and Applications, 8(3), 130–141. DOI: 10.1016/j.elerap.2008.11.006
Lin, H. F. (2011). An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust. International Journal of Information Management, 31(3), 252–260. DOI: 10.1016/j.ijinfomgt.2010.07.006
Luo, X., Li, H., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust and multi-faceted risk in initial acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49(2), 222–234. DOI: 10.1016/j.dss.2010.02.008
Merhi, M., Hone, K., Tarhini, A., & Ameen, N. (2019). An empirical examination of the moderating role of individual-level cultural values on users' acceptance of E-banking in developing countries. Pacific Asia Journal of the Association for Information Systems, 11(2), 1–32. DOI: 10.17705/1pais.11201
Oliveira, T., Faria, M., Thomas, M. A., & Popovič, A. (2014). Extending the understanding of mobile banking adoption: When UTAUT meets TTF and ITM. International Journal of Information Management, 34(5), 689–703. DOI: 10.1016/j.ijinfomgt.2014.06.004
Püschel, J., Mazzon, J. A., & Hernandez, J. M. C. (2010). Mobile banking: proposition of an integrated adoption intention framework. International Journal of Bank Marketing, 28(5), 389–409. DOI: 10.1108/02652321011064908
Ringle, C. M., Sarstedt, M., & Straub, D. W. (2012). Editor's comments: A critical look at the use of PLS-SEM in MIS quarterly. MIS Quarterly, 36(1), iii–xiv. DOI: 10.2307/41410402
Sharma, S. K., Govindaluri, S. M., Al-Muharrami, S., & Tarhini, A. (2017). A multi-analytical model for mobile banking adoption: A developing country perspective. Review of International Business and Strategy, 27(1), 133–148. DOI: 10.1108/RIBS-11-2016-0074
Tam, C., & Oliveira, T. (2017). Literature review of mobile banking and individual performance. International Journal of Bank Marketing, 35(7), 1044–1067. DOI: 10.1108/IJBM-09-2015-0143
Zhou, T., Lu, Y., & Wang, B. (2010). Integrating TTF and UTAUT to explain mobile banking user adoption. Computers in Human Behavior, 26(4), 760–767. DOI: 10.1016/j.chb.2010.01.013
Published
2026-02-20
How to Cite
Rianto, E., Riyadi, S., & Ady, S. U. (2026). Development of a Customer Satisfaction Model for Mobile Banking Usage through a Gender Moderation Approach at HIMBARA Banks in East Java. Sharia Economic and Management Business Journal (SEMBJ), 7(1), 330-336. https://doi.org/10.62159/sembj.v7i1.2456
Issue
Vol. 7 No. 1 (2026): Sharia Economic and Management Business
Section
Articles

Copyright (c) 2026 Endie Rianto, Slamet Riyadi, Sri Utami Ady

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

The authors who publish in the journal agree to the following terms:

  • The authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
  • The authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
  • The authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
  • The authors warrant that the article is original, written by stated author(s), has not been published before, contains no unlawful statements, does not infringe the rights of others, is subject to copyright that is vested exclusively in the author and free of any third-party rights, and that any necessary written permissions to quote from other sources have been obtained by the author(s).


Jurnal Ekonomi dan Bisnis Manajemen Syariah (SEMB-J), Yayasan Darussalam Bengkulu is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License. Based on a work at https://siducat.org/index.php/sembj/.