The rapid advancement of digital financial technology in Indonesia has led to a surge in mobile banking adoption. However, a gap often exists between user expectations and their experience with digital banking services. This study aims to analyze and compare user sentiment across three prominent Indonesian digital banks—SeaBank, Bank Jago, and blu by BCA—based on core service quality aspects. Employing an aspect-based sentiment analysis approach, we utilize the IndoBERT model to extract and classify sentiment from user reviews on mobile banking applications. The analysis focuses on four key aspects: perceived ease of use, perceived usefulness, perceived security/privacy, and perceived enjoyment. Empirical results indicate that SeaBank demonstrates the highest proportion of positive sentiment (86.55%) and the lowest negative sentiment (13.45%). Bank Jago follows with 60.35% positive sentiment, while blu by BCA exhibits the most critical user feedback, with only 54.39% positive sentiment. Among all aspects, perceived usefulness yields the highest positive feedback, whereas perceived ease of use and enjoyment account for the majority of negative responses. The findings reveal significant discrepancies between user expectations and the service quality experienced across platforms, highlighting the need for continuous usability improvements and experience optimization. This research contributes to understanding digital banking user experience in emerging markets and underscores the value of NLP techniques in evaluating service performance from the user’s perspective.