Digital CSR Disclosure, Corporate Ability, and Customer Engagement in Banking E-Payment: The Mediating Role of Dual Trust

Abstract

Digital platforms have transformed how firms communicate corporate social responsibility (CSR), yet how such disclosure translates into customer engagement in high-risk digital financial services remains underexplored, and consumer trust is often treated as a single construct. Drawing on the Stimulus-Organism-Response framework, this study examines how community-involvement digital CSR disclosure and corporate ability shape customer engagement through a dual-trust mechanism, comprising CSR trust and corporate trust, in the context of banking e-payment services in Indonesia. Data from 308 e-payment users of the five largest Indonesian banks were analyzed using partial least squares structural equation modeling (PLS-SEM). The results show that digital CSR disclosure builds CSR trust but not corporate trust, whereas corporate ability strengthens both, most strongly corporate trust. Both trust types drive engagement, with corporate trust the stronger route. CSR trust and corporate trust fully mediate the effects of the antecedents on engagement, except for the disclosure-to-corporate-trust path. The findings demonstrate that the two trust dimensions follow distinct formation paths, supporting corporate association theory, and that in high-risk e-payment settings ability-based trust dominates engagement formation. Implications for digital CSR communication strategy in banking are discussed.