Digital Brand Experience and Reputation Building In Sustainable Urban Mobility

Harys Kristanto; Muhammad Aria Armada  Djojosugito

doi:10.36914/jikb.v12.i1.477

Authors

Harys Kristanto Universitas Sains Indonesia Author
Muhammad Aria Armada Djojosugito Universitas Sains Indonesia Author

DOI:

https://doi.org/10.36914/jikb.v12.i1.477

Keywords:

Digital Brand Experience, Digital Resilience, Eco-Efficiency, Reputation Quotient, Sustainability Urban Mobility

Abstract

Digital transformation has accelerated the adoption of sustainable urban mobility, yet limited evidence explains how technological quality translates into sustainable mobility through user experience and reputation, particularly in emerging Indonesian cities. This study investigates the effects of system quality, information quality, and eco-efficiency on digital brand experience and examines the mediating roles of digital brand experience and reputation quotient in enhancing resilience and sustainable urban mobility. A quantitative approach using Structural Equation Modeling–Partial Least Squares (SEM-PLS) was employed. Data were collected from 360 valid users of digital mobility applications in Lampung, Palembang, and Medan and analyzed using SmartPLS 4. The results indicate that system quality (β = 0.281), information quality (β = 0.302), and eco-efficiency (β = 0.268) significantly improve digital brand experience. Digital brand experience positively influences reputation quotient (β = 0.546), which subsequently strengthens resilience (β = 0.429) and sustainable urban mobility (β = 0.357). In addition, digital brand experience directly enhances sustainable urban mobility (β = 0.284). Mediation analysis confirms that digital brand experience and reputation quotient partially mediate the relationship between technological quality and sustainable mobility outcomes. The findings demonstrate that technological performance contributes to sustainable urban mobility primarily through positive user experiences and strong organizational reputation, extending the Information Systems Success Model, Brand Experience Theory, and Reputation Quotient framework.

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