This study investigates how digital banking agility and customer digital literacy shape reuse intention through a serial chain of trust, customer experience, and satisfaction among customers of Indonesian state‑owned banks (Himbara). Drawing on the dynamic capabilities view and the expectation–confirmation model, a quantitative, cross‑sectional online survey of 300 active mobile/Internet banking users of Bank Mandiri, BRI, BNI, and BTN was conducted. All constructs were measured reflectively using established multi‑item Likert scales and analyzed with PLS‑SEM. The measurement model shows satisfactory reliability, convergent validity, and discriminant validity. Structurally, customer experience exerts a strong positive effect on satisfaction (β = 0.608, p < 0.001), and satisfaction strongly predicts reuse intention (β = 0.636, p < 0.001), confirming the classic experience–satisfaction–continuance pattern. In contrast, customer digital literacy and digital banking agility both exhibit significant negative effects on trust (β = –0.219 and β = –0.227, respectively; p < 0.001), and trust negatively affects customer experience (β = –0.287, p < 0.001), inverting the dominant positive trust pathways reported in prior e‑banking and fintech research. These findings suggest that in the Himbara context, high institutional trust and rapidly evolving digital services may heighten risk awareness and critical scrutiny, weaken perceived digital trust while leave experiential quality and satisfaction as the primary drivers of continued digital banking use.

Keywords

Digital banking agility; Customer digital literacy; Trust; Customer experience; Reuse intention