Banks offer loans to support many projects; however, some of these projects may not give adequate consideration to the environment. Little is known regarding the extent to which banking customers experience guilt when discovering that their bank supports projects that disregard the environment. An experiment with 313 participants was conducted, and the results showed that customers do experience guilt when discovering that their bank supports projects that do not give adequate consideration to the environment. This study found that guilt drives perceived consumer effectiveness and negative word‐of‐mouth regarding banking projects that neglect environmental considerations but not attitudes towards green banking. Negative word of mouth, but not the attitude towards green banking, mediates the effect of perceived consumer effectiveness on the intention to use green banking services. Negative word‐of‐mouth, rather than attitudes towards green banking and its perceived consumer effectiveness, drives the intention to use green banking services. These findings imply that banks need to encourage their customers to perceive that they are eco‐friendly to avoid a significant loss of customers.

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Penelitian ini bertujuan membuktikan pengaruh keamanan, keandalan serta kepuasan penggunaan mobile banking terhadap loyalitas nasabah BRI. Penelitian dilakukan dengan metode kuantitatif, dan data dikumpulkan dengan menyebarkan kuisioner pada 100 nasabah BRI di kota Surabaya. Dengan tehnik analisis data Struktural Equation Modeling (SEM) dan bantuan alat WarpPLS, penelitian ini membuktikan bahwa keamanan dan kepuasan dapat meningkatkan loyalitas nasabah. Sementara keandalan tidak berpengaruh terhadap loyalitas nasabah karena payroll perusahaan tempat kerja mayoritas responden melalui BRI. Sehingga suatu bentuk kepraktisan transaksi jika menggunakan mobile banking, dan sampai dengan saat ini responden merasa puas dengan layanan mobile banking BRI.

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