Structural Relationships among Service Quality, Systemic Characteristics, Customer Trust, Perceived Risk, Customer Satisfaction and Intention of Continuous Use in Mobile Payment Service

Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.

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PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRI MOBILE (BRIMO)

account ◽

10.32722/acc.v8i1.3874 ◽

2021 ◽

Vol 8 (1) ◽

Author(s):

Asri Mandiri ◽

Efri Yanto ◽

Elisabeth Metekohy

Keyword(s):

Linear Regression ◽

Customer Satisfaction ◽

Service Quality ◽

Multiple Linear Regression ◽

Mobile Banking ◽

Significant Positive Effect ◽

Simultaneous Test ◽

Analysis Technique ◽

Customer Trust ◽

Positive Effect

ABSTRACT This research aims to analyze the effect of service quality and trust on customer satisfaction in using BRIMobile (BRImo) partially and simultaneously. The sample in this research consisted of 100 customers of Bank Rakyat Indonesia. The analysis technique used is multiple linear regression with analysis tools, namely SPSS Version 26.0. The results of this research partially indicate that service quality and customer trust have a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Based on the results of the simultaneous test, it was found that service quality and customer trust had a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Keywords: Service Quality, Customer Trust, Mobile Banking, BRI, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo) secara parsial dan simultan. Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Rakyat Indonesia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini secara parsial menunjukkan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Berdasarkan hasil uji simultan, ditemukan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Kata kunci: Kualitas layanan, Kepercayaan, Mobile Banking, BRI, Kepuasan Nasabah

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Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

Jurnal Ilmiah Satyagraha ◽

10.47532/jis.v2i2.69 ◽

2020 ◽

Vol 2 (2) ◽

pp. 133-151

Author(s):

Ni Luh Indiani

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Partial Least Square ◽

Travel Agent ◽

Travel Agents ◽

Insignificant Effect ◽

Customer Trust ◽

Online Travel ◽

Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

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Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

J-MAS (Jurnal Manajemen dan Sains) ◽

10.33087/jmas.v4i1.83 ◽

2019 ◽

Vol 4 (1) ◽

pp. 156

Author(s):

Andri Yandi

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Path Analysis ◽

Statistical Method ◽

Significant Influence ◽

Survey Method ◽

Customer Trust

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

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IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

Emerging Markets Business and Management Studies Journal ◽

10.33555/ijembm.v6i1.106 ◽

2019 ◽

Vol 6 (1) ◽

pp. 33-42

Author(s):

Maria Anna Stefanie ◽

Badikenita Sitepu

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Primary Data ◽

Distribution Method ◽

Good Reputation ◽

Customer Trust ◽

The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

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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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M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

International Journal of Quality & Reliability Management ◽

10.1108/ijqrm-11-2020-0374 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Ruoqing Zhang ◽

Minjoon Jun ◽

Sergio Palacios

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Perceived Risk ◽

Ease Of Use ◽

Equation Modeling ◽

Content Type ◽

Mediating Role ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

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