Assessing the Mediation Role of the Customer Trust On E-Service Quality: Lessons During Covid-19 Pandemic

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.

Download Full-text

PERAN KEPERCAYAAN NASABAH DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2018.v7.i01.p08 ◽

2017 ◽

Vol 7 (1) ◽

pp. 192

Author(s):

Ida Bagus Ngurah Satwika Purwa ◽

I Gusti Agung Ketut Sri Ardani

Keyword(s):

Quality Of Service ◽

Data Analysis ◽

Customer Satisfaction ◽

Service Quality ◽

Level Of Service ◽

Probability Sampling ◽

Customer Trust ◽

Number Of Customers

The purpose of this study is to determine the role of customer confidence in mediating the influence of service quality on customer satisfaction. This research was conducted at PT. Satwika Purwa Negara which is an independent marketing office of Prudential Indonesia. Number of customers served in PT. Satwika Purwa Negara reaches 8000 more customers. The number of samples taken is 100 people, using technique of non probability sampling with path as technique of data analysis. Based on the results of the analysis found that the quality of service significantly influence the belief customer at PT. Satwika Purwa Negara, the better the level of service quality, the higher the trust obtained by the customer. Customer confidence has a significant effect on customer satisfaction of PT. Satwika Purwa Negara, the higher the customer's trust, the more easily available customer satisfaction. Quality of service significantly influence customer satisfaction PT. Satwika Purwa Negara, the better the level of service provided then customer satisfaction can be created. Customer confidence is an intervening variable that connects service quality with customer satisfaction at PT. Satwika Purwa Negara. Keywords: service quality, customer trust, customer satisfaction.

Download Full-text

The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan

Market-Tržište ◽

10.22598/mt/2018.30.2.177 ◽

2018 ◽

Vol 30 (2) ◽

pp. 177-194

Author(s):

Wajeeha Aslam ◽

Imtiaz Arif ◽

Kashif Farhat ◽

Marium Khursheedd

Keyword(s):

Empirical Study ◽

Service Quality ◽

Telecommunication Industry ◽

Mobile Telecommunication ◽

Customer Trust

Download Full-text

Mediating Role of Customer Trust in Predicting Customer Commitment Through Automated Service Quality in Commercial Banking

Journal of Accounting and Finance in Emerging Economies ◽

10.26710/jafee.v5i2.935 ◽

2020 ◽

Vol 5 (2) ◽

Author(s):

Shahar Yar ◽

Jawad Hassan ◽

Fatima Mazhar ◽

Aisha Javeria

Keyword(s):

Service Quality ◽

Information Technologies ◽

Banking Industry ◽

Commercial Banking ◽

Strategy Formulation ◽

Mediating Role ◽

Customer Commitment ◽

Customer Trust ◽

The Relationship

The automated service quality is a critical decider to scale customer commitment in commercial banking industry. Customer trust mediates the direct relationship among automated service quality and customer commitment. Customer trust in banking can be a competitive advantage for a service firm to compete in the market. Customer trust creates customer commitment and helps a bank to have new customers and sustain the existing ones. Current study explains the mediating role of customer trust while describing the relationship among automated service quality and customer commitment. Survey technique is used to collect data using an adopted questionnaire. Data analysis is done using Preacher and Hayes mediation method to prove the deducted hypothesis. The results demonstrate that features of online banking services create customer trust. Customer commitment of banking customers is mediated by the elements of customer trust, built on automated service quality features. These results have managerial and research implications for operations and strategy formulation in the banking industry. Results are valuable to smooth the provision of online services in the banks and financial institutions where information technologies are being used.

Download Full-text

Pengaruh Kualitas Pelayanan Terhadap Loyalitas dengan Kepercayaan dan Kepuasan Sebagai Variabel Mediator Bank Syariah di Ponorogo

Etihad: Journal of Islamic Banking and Finance ◽

10.21154/etihad.v1i1.2732 ◽

2021 ◽

Vol 1 (1) ◽

pp. 1-11

Author(s):

Azidni Rofiqo ◽

Vydika Harya Addinata ◽

Diyan Novita Sari

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Structural Equation Modelling ◽

Structural Equation ◽

Equation Modelling ◽

Conventional Banks ◽

Customer Trust ◽

Mediator Variable

This study tested the effect of service quality on sharia bank customer loyalty in Ponorogo mediated by customer trust and satisfaction. During the covid-19 pandemic, many customers withdraw their money in sharia banks and conventional banks. The novelty of this research in the form of trust and satisfaction that is used as a mediator variable between the quality of service and customer loyalty, similar research has never been done. This research is quantitative with structural equation modelling method, with a total of 60 samples consisting of teachers at Pondok Modern Darussalam Gontor campus 2 Madusari Ponorogo. The findings in this study shows that the service quality has a positive effect on trust and satisfaction, satisfaction is a mediator between the service quality and loyalty, while trust is not a mediator variable between the service quality and the loyalty of customers in sharia banking. Further research is expected to further examine the role of customer satisfaction in maintaining the loyalty of sharia bank customers.Penelitian ini menguji pengaruh kualitas layanan terhadap loyalitas nasabah bank syariah di Ponorogo yang dimediasi oleh kepercayaan dan kepuasan nasabah. Pada masa pandemi covid-19 nasabah banyak yang menarik uangnya di bank syariah maupun bank konvensional. Kebaruan dari penelitian ini berupa kepercayaan dan kepuasan yang dijadikan sebagai variabel mediator antara kualitas layanan dan loyalitas nasabah, penelitian serupa belum pernah dilakukan. Penelitian ini berjenis kuantitatif dengan metode structural equation modelling, dengan jumlah sampel sebanyak 60 yang terdiri dari guru pada Pondok Modern Darussalam Gontor kampus 2 Madusari Ponorogo. Temuan pada penelitian ini menunjukkan bahwa kualitas layanan berpengaruh positif pada kepercayaan dan kepuasan, kepuasan merupakan media antara kualitas layanan dan loyalitas, sedangkan kepercayaan bukan merupakan variabel mediasi antara kualitas layanan dan loyalitas nasabah bank syariah. Penelitian selanjutnya diharpkan meneliti lebih jauh peranan kepuasan nasabah dalam menjaga loyalitas nasabah bank syariah.

Download Full-text

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

Jurnal Manajemen ◽

10.31937/manajemen.v9i2.718 ◽

2018 ◽

Vol 9 (2) ◽

pp. 18-32

Author(s):

Andy Mulyana ◽

Devi Ayuni

Keyword(s):

Service Quality ◽

Structural Equation ◽

Positive Influence ◽

Management Program ◽

Equation Modeling ◽

Online Tutorial ◽

Student Loyalty ◽

The Relationship ◽

Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Download Full-text

Service Quality and Repeat Purchase: The Moderating Effect of Perceived Value, and Satisfaction

11th GLOBAL CONFERENCE ON BUSINESS AND SOCIAL SCIENCES - Global Conference on Business and Social Sciences Proceeding ◽

10.35609/gcbssproceeding.2020.11(5) ◽

2020 ◽

Vol 11 (1) ◽

pp. 5-5

Author(s):

Aprihatiningrum Hidayati ◽

Agus W. Soehadi ◽

Aji Hermawan ◽

Hartoyo Hartoyo

Keyword(s):

Service Quality ◽

Direct Effect ◽

Purchase Intention ◽

Perceived Value ◽

Moderating Variables ◽

Mediating Role ◽

Prior Literature ◽

Repeat Purchase ◽

Purchase Satisfaction

The purpose of this study is to examine the direct and indirect effect of these determinants on repeat purchase. Competitive training industries impose pressure on managers to increase repeat purchase. Even though service quality and repeat purchase are well studied in prior literature, their determinants such as perceived value and satisfaction have not been fully investigated together as moderating variables. Most of literature stated both of perceived value and satisfaction as independent variables. Besides, most of literature consider purchase as an attitudinal (namely purchase intention), while this study focus on behavioural (namely repeat purchase). Data from a survey of 300 customers of public training are used to empirically evaluate the model. Results indicate that perceived value and the satisfaction have no direct effect on repeat purchase. However, these constructs indirectly influence repeat purchase through the mediating role of service quality. Satisfaction and perceived value play a major role in enhancing service quality, but do not directly impact repeat purchase. Interestingly, the direct effect on repeat purchases stems from service quality while recent researches suggest satisfaction is the antecedent. The findings suggest that training companies should invest more resources aimed at enhancing service quality through service delivery training for their employees. Even though prior research has considered the concepts studied here, this study aims to empirically evaluate a variety of antecedent factors that potentially affect repeat purchase. Relationships are established utilizing data collected in Indonesia (an increasingly important consumer market) which adds value to extant knowledge in this area. Keywords: path analysis, perceived value, repeat purchase, satisfaction, service quali

Download Full-text