The Effect of Service Quality and Consumer Trust on Retail Website Loyalty

2014 ◽  
pp. 76-76 ◽  
Author(s):  
Albert Caruana ◽  
B. Ramaseshan
Keyword(s):  
Service Quality ◽  
Consumer Trust

Kualitas Pelayanan Surat Izin Mengemudi (SIM) Pada Kantor Satuan Lalu Lintas Polres Karimun

2019 ◽  
Vol 2 (2) ◽  
pp. 246
Author(s):  
Ade Sarmini
Keyword(s):  
Service Quality ◽  
Human Resources ◽  
Public Service ◽  
Research Method ◽  
Consumer Trust ◽  
Population Mobility ◽  
Descriptive Research ◽  
Road Users ◽  
Inhibiting Factor

<em><span lang="EN-SG">Along with increasing population mobility and increasing road users the need to have a SIM is increasing every day. Where the administration of traffic and services, such as SIM, STNKB and BPKB are oriented to the principle of quick and easy without ignoring the identification and extension of the letter. This research uses descriptive research method. Descriptive research is intended to explore and clarify phenomena or social realities. From the results of the study showed that the implementation of public service quality in making SIMs at the Karimun Regional Police Traffic Unit Office was seen from the aspect of physical facilities (tangible), reliability (responsiveness), responsiveness, assurance and empathy were running pretty good. Especially relating to the ability and reliability to provide trusted services, the ability to help and provide services quickly and appropriately, as well as being responsive to consumer desires, abilities and friendliness and employee courtesy in assuring consumer trust and firm but attentive attitudes of employees towards consumers . Although it is indeed an inhibiting factor for SIM services such as human resources, the level of awareness and facilities and infrastructure are still found in the service of making SIMs at the Karimun Regional Traffic Unit Office</span></em>

scholarly journals The Effect of Service Quality and Price Accuracy on Consumer Confidence and Implications for Sales Increase

2019 ◽  
Vol 3 (2) ◽  
pp. 101
Author(s):  
Denok Sunarsi ◽  
Aris Baharuddin
Keyword(s):  
Service Quality ◽  
Hypothesis Testing ◽  
Significant Influence ◽  
Consumer Confidence ◽  
Consumer Trust ◽  
Coefficient Of Determination ◽  
Good Service ◽  
A Value ◽  
Regression Tests ◽  
Sales Increase

Good service quality within the company will create satisfaction for its customers. The purpose of this study was to determine the effect of service quality and price accuracy on consumer confidence and its implications for increasing sales. The method used is explanatory research with regression tests, coefficient tests, coefficient of determination tests and hypothesis testing. The results of the study it was found that there is a significant influence between service quality on consumer confidence with a determination value of 40.6% and a probability of significance of 0,000 <0.05. There is a significant influence between the accuracy of prices on consumer confidence with a value of 45.1% determination and a significance probability of 0.000 <0.05. There is a significant influence between service quality and price accuracy simultaneously on consumer trust with a determination value of 60.4% and a significance probability of 0.000 <0.05.

scholarly journals The effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services

2021 ◽  
pp. 471-478 ◽  
Author(s):  
Zakiyah Zahara ◽  
Elimawaty Rombe ◽  
Ngatimun Ngatimun ◽  
Judi Suharsono
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Random Sampling ◽  
Quantitative Methods ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Social Media Marketing ◽  
Consumer Trust ◽  
Intention To Use ◽  
Transportation Services

The aim of this study is to analyze the effect of e-service quality, consumer trust and social media marketing on intention to use online transportation services. The method used in this research is quantitative methods, data collection is executed by distributing questionnaires to consumers of Online Transportation Services. The population of this study is the Jabodetabek Online Transportation Services consumers whose numbers have not been identified with certainty. The questionnaire was distributed electronically using a simple random sampling technique. The results of the questionnaire returned were 180 respondents. Based on the results of data analysis, it is concluded that E-Service Quality has a significant effect on Intention to Use Online Transportation Services. Consumer Trust has no effect on Intention to Use Online Transportation Services. Social Media Marketing has a significant effect on Intention to Use Online Transportation Services.

PENGARUH E-SERVICE QUALITY DAN RELATIONSHIP MARKETING TERHADAP CONSUMER TRUST PADA SOCIOLLA

ProBank ◽  
2020 ◽  
Vol 5 (1) ◽  
pp. 100-110
Author(s):  
Alfiah Indahsari ◽  
Tri Indra Wijaksana
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Consumer Trust ◽  
Probability Sampling ◽  
Purposive Sampling

AbstrakDi Indonesia, teknologi dan informasi sudah berkembang semakin pesat, terlebih saat ini teknologi memiliki peran yang cukup besar bagi jutaan masyarakat di Indonesia, yaitu membantu setiap aktivitas masyarakat terutama dalam hal pemenuhan kebutuhan sehari-hari. Berkembangnya teknologi juga berpengaruh terhadap perubahan pola berbelanja konsumen. Akibatnya terjadi pergeseran tren dari berbelanja konvensional (offline) ke belanja secara digital (online) dan didukung juga dengan pengguna internet di Indonesia yang semakin meningkat. Dengan adanya hal tersebut, maka muncul berbagai macam kategori perdagangan-perdagangan elektronik, misalnya pada toko online bidang kecantikan (kosmetik). Tak hanya itu, Industri kosmetik dan perawatan kecantikan memiliki pengaruh yang cukup besar terhadap pertumbuhan perekonomian Indonesia. Penelitian ini dilakukan untuk menggambarkan bagaimana pengaruh E-service Quality dan Relationship Marketing terhadap Consumer Trust pada Sociolla di Indonesia. Data dalam penelitian ini dikumpulkan melalui penyebaran kuesioner dengan analisis kuantitatif. Sampel yang diambil berjumlah 100 responden dengan teknik non-probability sampling berjenis purposive sampling. Sedangkan alat analisis dengan bantuan SPSS versi 24 dengan uji Analisis Regresi Berganda. Berdasarkan hasil olahan SPSS 24 dari analisis deskriptif disimpulkan variabel E-service Quality dan Relationship Marketing berada diposisi cukup baik. Sedangkan untuk Consumer Trust berada pada kategori baik. Hasil analisis linear berganda menyatakan pula E-service Quality dan Relationship Marketing berpengaruh positif dan signifikan terhadap Consumer Trust Sociolla baik secara parsial maupun simultan. Sedangkan hasil uji koefisien determinasi diperoleh nilai sebesar 73,61%. Hasil tersebut menyatakan pengaruh E-service Quality dan Relationship Marketing terhadap Consumer Trust Sociolla sebesar 73,61%, dan sisanya 26,39% merupakan variabel diluar penelitian ini.Kata Kunci: E-service Quality, Relationship Marketing, Consumer Trust

Consumer response to retail performance of organic food retailers

2014 ◽  
Vol 116 (2) ◽  
pp. 212-227 ◽  
Author(s):  
Edward Shih-Tse Wang ◽  
Bi-Kun Tsai
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Behavioral Intentions ◽  
Risk Perceptions ◽  
Organic Food ◽  
Consumer Trust ◽  
Price Fairness ◽  
Content Type ◽  
Food Retailers ◽  
Performance Dimensions

Purpose – Understanding how retail performance can reduce risk perceptions and influence behavioral intentions remains a key issue for researchers. Consumer evaluations of a retailer's performance may form their risk perceptions and positive behavioral intentions toward the retailer. This study aims to extend previous research by proposing an integrative model that examines how three retail performance dimensions (product quality, service quality, and price fairness) influence consumer trust, risk perceptions, and repatronage intentions in the context of organic food retailing. Design/methodology/approach – Empirical data were collected from face-to-face interviews guided by a structural questionnaire. Consumers of organic food retailers located in Taiwan were asked to participate in the research and 416 usable questionnaires were collected. Structural equation modeling (SEM) through LISREL 8.70 was used to analyze the data. Findings – Results show that both product quality and price fairness have direct effects on consumer trust, risk perceptions, and indirect effects (through trust in retailer and transaction risk perceptions) on the intent to revisit an organic food retailer. Service quality only affects consumer trust directly, but not perceived transaction risk. In addition, service quality does not have a significant indirect effect on revisit intention. Originality/value – This study is the first to research essential issues for understanding the role of retail performance dimensions on transaction risk perceptions in organic food marketing practices in Taiwan.

scholarly journals THE EFFECT OF BRAND AWARENESS AND QUALITY OF SERVICES ON RE-PURCHASE THROUGH CONSUMER TRUST PERCEPTION OF PT. KREASI LANGIT

2019 ◽  
pp. 1-10
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Path Analysis ◽  
Direct Effect ◽  
Consumer Trust ◽  
Brand Awareness ◽  
Quality Of Services ◽  
Repeat Purchase

Thus study aimed to determine the effect of brand awareness and quality of services to repeat purchase simultaneously, determine the effect of brand awareness to purchase again partially determine the effect of service quality on repeat purchase partially determine the effect of the perception of consumer trust in the repurchase partially, determine the effect of brand awareness to purchase again through the perception of consumer trust and determine the effect of service quality on repeat purchases through the perception of consumer trust. The study was conducted at the customer PT. Kreasi Langit. Sampling using accidental sampling involving 94 consumers. Analysis of data using path analysis. The results showed that the variables of brand awareness and service quality affect the simultaneous re-purchase. Variable brand awareness, quality of service and the perception of trust affect the partial repurchase. Kaulitas influence brand awareness and service to re-purchase confidence through the perception is greater than the direct effect so that it can be said that the perceptions of trust variables have an impact on the increase in repeat purchases.

scholarly journals Pengaruh Kualitas Pelayanan, Harga dan Kepercayaan Konsumen terhadap Keputusan Penggunaan Jasa Pencucian Mobil Si Galuh Samarinda

2021 ◽  
Vol 9 (2) ◽  
pp. 143
Author(s):  
Masrulin Dwi Manfi
Keyword(s):  
Service Quality ◽  
Service Use ◽  
Test Reliability ◽  
Consumer Trust ◽  
Service Usage ◽  
F Test ◽  
Waiting Room ◽  
Regression Test ◽  
Car Wash ◽  
Test Correlation

The purpose of this study was to determine the effect of Service Quality, Price and Consumer Trust on Service Usage Decisions at Si Galuh Car Wash. There are three independent variables in this study, namely Service Quality (X1), Price (X2) Consumer Confidence (X3) and one dependent variable, namely Service Use Decision (Y). The number of samples in this study were 100 consumers in Si Galuh Car Wash and data analysis used SPSS version25 software. The tests carried out in this study are validity test, reliability test, classical assumption test, multiple linear regression test, correlation coefficient test, determination coefficient test, t test and f test. The results in this study are the service quality variable partially has a positive and significant effect while the price and consumer trust variables partially have a positive but insignificant effect on the decision to use services at Si Galuh Car Wash. The results of the f test (simultaneous) show that service quality, price and consumer trust simultaneously have a positive and significant effect on the decision to use services at Si Galuh Car Wash. There are deficiencies in Si Galuh Car Wash, namely the less comfortable waiting room, this is evidenced by 44 of the 100 respondents who were researched, 44 stated that the waiting room at Si Galuh Car Wash was uncomfortable and 16 people stated that it was uncomfortable. It is recommended that Si Galuh Car Wash create a more comfortable waiting room for consumers so that consumers who wash their vehicles can feel comfortable while waiting for their vehicles to be washed.

scholarly journals Pengaruh E-service Quality Terhadap Keputusan Pengguna Jasa Ojek Online Go-Ride dalam Aplikasi Go-Jek melalui Kepercayaan Konsumen di Kota Jambi

2019 ◽  
Vol 4 (1) ◽  
pp. 170
Author(s):  
Mohammad Ihsan ◽  
Ade Perdana Siregar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Significant Influence ◽  
Consumer Trust ◽  
The People ◽  
Motorcycle Taxi

The purpose of this study was to identify the effect of e-service quality on consumer trust in Go-Ride online motorcycle taxi users in the Go-Jek application in Jambi City. identify the influence between e-service quality and consumer trust in the decisions of Go-Ride online motorcycle taxi users in the Go-Jek application in Jambi City and identify the influence of e-service quality on Go-Ride motorcycle taxi users' decisions on the Go-Jek application through consumer trust in Jambi City. The population of this study was the people of Jambi city while the sample was the people of Jambi city who more than once used the Go-Jek service as many as 150 people. The data method uses path analysis. The results of the study revealed that e-service quality had a significant influence on consumer trust in Go-Ride online motorcycle taxi users in the Go-Jek application in Jambi City, e-service quality and consumer trust had a significant influence on Go-ojek online motorcycle users' decisions. Ride on the Go-Jek application in Jambi City and e-service quality had a significant influence on consumer trust in Go-Ride online motorcycle taxi users in the Go-Jek application through consumer trust in Jambi City

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