Relationship between Customer Loyalty, Customer Satisfaction, Customer Trust, and Service Quality in E-Commerce Setting: Case Study of Lazada in Indonesia

The main objective of this study is to examine the relationship of each dimension of Service Quality to Customer Satisfaction and Customer Trust, Customer Satisfaction to Customer Trust and Customer Loyalty, and Customer Trust to Customer Loyalty. The sampling is selected on the basis of random sampling from Jakarta Millennial generation, below 31 years old, that use online transaction. The questionnaire was distributed in 2017 to that Jakarta Millennial respondents on the basis of random sampling selection. This study uses Covariance-Based Structural Equation Modelling, and the variable is adopted by the previous study to see that relationship. The research finds that Website Design, Responsiveness, and Assurance has signiicant effect to Customer Satisfaction, Customization and Assurance has significant effect to Customer Trust, Customer Satisfaction has significant effect to Customer Trust and Customer Loyalty, and Customer Trust has significant effect to Customer Loyalty. This study recommends equal proportion of business efforts between the service delivery and customize technology to retain their customer loyalty, since the results underscore the importance of both technical and service delivery aspects.

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Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽

10.35917/tb.v21i2.188 ◽

2021 ◽

Vol 21 (2) ◽

pp. 69

Author(s):

Helmy Ilham Nugraha ◽

Anas Hidayat ◽

Putra Endi Catyanadika ◽

Sri Rejeki Ekasasi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Sem Analysis ◽

Website Design ◽

Consumer Loyalty ◽

Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN, NILAI, KEPERCAYAAN DAN LOYALITAS PELANGGAN RUMAH TANGGA PADA PERUSAHAAN DAERAH AIR MINUM KOTA KENDARI

Journal Publicuho ◽

10.35817/jpu.v1i1.7297 ◽

2018 ◽

Vol 1 (1) ◽

pp. 28

Author(s):

Abdul Kadir ◽

Muhammad Basri ◽

Rodi Rodi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Customer Value ◽

Structural Equation ◽

Service Improvement ◽

Value Addition ◽

Mediating Role ◽

Equation Modelling ◽

Customer Trust

This study aims to determine the effect of service quality on customer loyalty mediated by Customer satisfaction and customer value addition, it also examines, the effect of service quality on customer satisfaction, which is mediated by the effect of customer value and customer satisfaction and customer value on customer loyalty mediated by trust. The population in this study are household customers in Kendari who use the services of PDAM for 17,607 households spread are over 10 (ten) districts. The samples in this study are 391 household customers are taken with a precision of 5 % Data Collection techniques utility questionnaire. Data are analyzed by using. Structural Equation Modelling (SEM) with the help of the program, some of the important findings in this study are : (1) better service improvement of Kendari Regional causes trust, (2) customer loyalty improvement is also achievable of the provided service is able to enhance customer value. Besides, this research also proves that trust has a mediating role between satisfaction and loyalty of our customers as well as between customer value and loyalty.Keywords: service quality, customer satisfaction, customer value, customer trust and customer loyalty.

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Influential Factors on Customer Loyalty of La Moosh (Café), Hyderabad, Pakistan: An Empirical Approach

Journal of Economics Management and Trade ◽

10.9734/jemt/2020/v26i230224 ◽

2020 ◽

pp. 15-25

Author(s):

Zuhaib Khokhar ◽

Ramima Khokhar

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Brand Image ◽

Positive Impact ◽

Influential Factors ◽

Independent Variables ◽

Strongly Agree ◽

Customer Trust ◽

Relationship Of

Customers are the kings of any enterprise. They are considered as the backbone behind the triumph of a company. This is the quantitative and correlational research in nature. It aims at identifying the most influential factors or elements that can bring about impacts on customer loyalty. The most influential factors came out to be our service quality, customer satisfaction, customer trust and brand image have an impact on the loyalty of customers. The elements like service quality, customer satisfaction, customer trust and brand image are independent variables, whereas the dependent variable only includes customer loyalty. The targeted population is comprised of all those people and customers who visit La Moosh (Café), Hyderabad, Pakistan. For a collection of data, a closed-ended 5-point likert scale was established (from strongly disagree to strongly agree). A sample of 250 questionnaires was distributed and administered in IBM SPSS version 25. Three major tests are entertained for analysis such as factor analysis, reliability analysis (Cronbach’s Alpha) test and regression analysis test. Findings show that there is a significant and direct relationship of independent variables including service quality, customer satisfaction, customer trust and brand image on the dependent variable i.e. customer loyalty on La Moosh, Hyderabad, Pakistan. Therefore, it was recommended to enhance all the variables (service quality, customer satisfaction, customer trust and brand image) that have a significant positive impact on customer loyalty.

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Analisis Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan Layanan Internet Indihome

Jurnal Manajemen Bisnis dan Kewirausahaan ◽

10.24912/jmbk.v3i1.4929 ◽

2019 ◽

Vol 3 (1) ◽

Author(s):

Lia Arisyanti Ndun

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Strong Influence ◽

Perceived Value ◽

Sampling Technique ◽

Equation Modeling ◽

Internet Service

The purpose of this study was to analyze the effect of e-service quality and perceived value towards customer satisfaction and its impact towards customer loyalty for IndiHome customers and internet service customers. Using random sampling technique, the questionnaire was well-collected and was used in data processing using the Structural Equation Modeling (SEM) method with the Smart PLS program. This analysis was conducted on 135 respondents as customers of IndiHome's internet service. Variables that are used in this study were e-service quality, perceived value, customer satisfaction and customer loyalty. Based on the results of the study, it was found that e-service quality and perceived value have influence towards customer satisfaction, customer satisfaction have strong influence towards customer loyalty, yet e-service quality and perceived value have weak indirect influence towards customer loyalty.

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FORMING CUSTOMER LOYALTY THROUGH FACTORS IN MEDIATION OF CUSTOMER SATISFACTION

Dinasti International Journal of Digital Business Management ◽

10.31933/dijdbm.v2i2.549 ◽

2021 ◽

Vol 2 (2) ◽

pp. 233-249

Author(s):

Agung Hudaya

Keyword(s):

Structural Equation Modeling ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sampling Technique ◽

Simple Random Sampling ◽

Equation Modeling

The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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An Empirical Investigation of E-banking Service Quality Customer Trust and Customer Loyalty of Pakistani Banks

Sustainable Business and Society in Emerging Economies ◽

10.26710/sbsee.v3i3.1942 ◽

2021 ◽

Vol 3 (3) ◽

Author(s):

Shakeel Ahmad ◽

Farheen Zahrah Hussain ◽

Khawar Naheed ◽

Muhammad Sadiq Shahid

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Sampling Technique ◽

Three Dimensions ◽

Website Design ◽

Banking Services ◽

New Era ◽

Banking Service ◽

Customer Trust ◽

Relationship Of

Purpose: Technological evolution has transformed businesses in the new era. Modern paradigms shift towards adoption of gadgets that has changed the methods of providing services to clients. Banks provided themselves with the current contrivances to offer creative and dynamic types of assistance to customers. Banks has now offering "advanced and digital banking" through e-banking services to facilitate their customers. However, there are several e-banking services depends on e-service quality that affects loyalty of their customers. The main purpose of the current study is to measure the direct relationship of e-banking service quality on customer loyalty and also indirect effect of trust as mediating variable. Design/Methodology/Approach: The data was collected from 250 clients using questionnaire from top five commercialized banks of Pakistan. Convenient sampling technique was used to collect the information. PLS-SEM was employed to statistically test the data. Findings: This study found significant direct effect of e-banking service quality through its three dimensions “reliability, website design and security” on customer loyalty. In addition, the results also supported the mediation of three dimensions of e-banking service quality with customer loyalty. Implications/Originality/Value: All three dimensions increase the customer loyalty and trust played important role it this mechanism.

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Analisis Pengaruh Kepercayaan dan Harga Terhadap Loyalitas Pelanggan Dimediasi Kepuasan Pada PT. Telkomsel di Kota Kediri

JMM17: Jurnal Ilmu Ekonomi dan Manajemen ◽

10.30996/jmm17.v3i02.802 ◽

2016 ◽

Vol 3 (02) ◽

Author(s):

Nur Laely

Keyword(s):

Customer Satisfaction ◽

Customer Loyalty ◽

Random Sampling ◽

Structural Equation ◽

Sem Analysis ◽

Equation Modeling ◽

Negative Effects ◽

Customer Trust ◽

The Relationship ◽

Customer Satisfaction And Loyalty

To know clearly about customer satisfaction and loyalty at PT. Telkomsel in KediriTown of East Java, this research focused on the models of customerâ€™s satisfaction andloyalty increase based on customer trust, and product prices. From the testing results ofthe model in this research, by using random sampling, structural equation modeling (SEM)analysis, and the assistance of software Amos 20, on 150 respondents, it was able toexplain the relationship between trust, price, and customer satisfaction on the customerloyalty in PT. Telkomsel in Kediri Town of East Java. In this research, it was obtained astrong influence of customer trust and satisfaction, amounting to 0.429, and a stronginfluence between customer satisfaction and loyalty, that is of 0.233, it showed that, withthe rising customer trust, it will increase customer satisfaction, which in turn raise theloyalty of PT. Telkomsel customers.In this study, it also found the negative effects of price and customer satisfaction,amounting to -0.089, and the strong influence of negative between price and loyalty ofcustomers, that is of -0.406, this case indicated that, with the rising of product prices, itwill lower customer satisfaction, which further lowers the loyalty of PT. Telkomselcustomers.Keywords: trust, prices, satisfaction, and customer loyalty

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context

Social Behavior and Personality An International Journal ◽

10.2224/sbp.2012.40.8.1271 ◽

2012 ◽

Vol 40 (8) ◽

pp. 1271-1283 ◽

Cited By ~ 31

Author(s):

Po-Young Chu ◽

Gin-Yuan Lee ◽

Yu Chao

Keyword(s):

Structural Equation Modeling ◽

Customer Satisfaction ◽

Service Quality ◽

Least Squares ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Modeling ◽

Research Model ◽

Bank Management ◽

Customer Trust

In this study a research model was proposed to examine the relationships between service quality, customer satisfaction in, customer trust of, and loyalty to Taiwanese e-banks. Questionnaires were completed by 442 respondents who had experience with e-banking and data were analyzed using partial least squares structural equation modeling. It was found that e-banks must focus on service quality to increase customer satisfaction and trust and to obtain customer loyalty. Implications are discussed in relation to e-bank management.

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The Effect of Service Quality, Trust and Satisfaction of Banks Customer Loyalty

International Journal of Research and Review ◽

10.52403/ijrr.20210436 ◽

2021 ◽

Vol 8 (4) ◽

pp. 293-307

Author(s):

Wahyudi . ◽

Endang Ruswanti

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Equation Model ◽

Good Service ◽

Service Companies ◽

Banking Service ◽

The Right ◽

Customer Trust

One of the necessities of life that is no less important in this era is the need for banking services. The number of competitors in the same type of banking makes competitors competing to get the attention of customers, which customers are now more intelligent to determine their choices. Therefore, banking service companies need to have the right strategy in order to prevent customers from moving to other competitors. Banking companies must be able to provide quality services so that it will have an impact on customer loyalty. For more details, the purpose of this study is to look at the effect of service quality, trust, and satisfaction on bank customer loyalty. The population in this study is 245 bank customers. This research is causality research using a quantitative approach. Data is collected by using a questionnaire. The analytical method used is the Structural Equation Model (SEM). The results showed that: First, good service quality will increase customer satisfaction. Second, good service quality will increase customer confidence. Third, good service quality will increase customer loyalty. Fourth, high customer satisfaction will increase customer loyalty. Five, high customer trust will increase customer loyalty. Sixth, customer satisfaction and trust is able to mediate the relationship between service quality and bank customer loyalty. Keywords: service quality, trust, satisfaction, loyalty, customers, banks.

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