Customers want an extraordinary service experience, for many customers “good” service is not enough to create a memorable experience that warrants telling others. Service providers are struggling to figure out service experience, what does that really mean? A new approach to understand the customer has been conceptualized in a term called Idiosyncratic Service Experience (ISE) from the previous research. ISE represents the interpersonal aspects that create these unique or special service experiences. ISE is a higher order construct made up of a) perceived employee effort, b) surprise, and c) perceived employee empathy. This present study aims to examine the antecedents and consequences of ISEs in a structural model toward particular both transport service and health care service. Structural Equation Modelling with Partial Least Square (PLS-SEM) was deployed. The sample was taken by purposive sampling. The results demonstrated that ISEs promoted feelings of delight which lead to brand usage intent, higher tolerance to future failures, and evoked self-enhancing word-of-mouth. Result also found how the exception making or the willingness of an employee to break a service norm influences ISEs and evaluations of delight. Few managerial implications found in this study could beneficial to improve service management in particular industry.

Abstrak: Tujuan dari penelitian ini adalah untuk menganalisis pengaruh overallservice qualityterhadap customer loyalty melalui mediasi company reputation, customer trust, dan switching costpada Industri Perbankan di Indonesia. Penelitian ini dilakukan melalui survei terhadap pelangganIndustri Perbankan dengan total 230 sampel di Jakarta. Data primer dikumpulkan dengan metodepurposive sampling. Analisis data dilakukan melalui Structural Equation Modeling untuk mengujihipotesis, dengan menggunakan software AMOS 22.0. Temuan dalam penelitian ini adalahcustomer loyalty dipengaruhi oleh switching cost, customer trust, company reputation dan overallservice quality. Switching cost paling kuat dipengaruhi oleh customer trust. Temuan lain adalahbahwa customer loyalty paling kuat dipengaruhi oleh overall service quality. Studi ini memberikankontribusi teoritis dalam bentuk model alternatif customer loyalty dalam industri perbankan danmemberikan implikasi manajerial bagi manajemen bank.

This study aims to investigate and analyze the impact of Perceived Apps Service Quality toward customer trust and customer satisfaction in Online Food Delivery System. This research was conducted using Partial Least Squares -Structural Equation Modeling Method. PLS-SEM 2.0 M3 was used as the software to analyze the data. Results show that Perceived Service Quality affects Customer Trust and Customer Satisfaction. Customer’s trust has a positive effect on Customer Satisfaction in Online Food Delivery Service Context. The limitation of this study are: First, this study only analyzes respondents from Online Food Delivery Service Perspective while there are many other services provided by apps thatusually have other services. Secondly, this study only analyzes from the apps quality toward trust while many other factors might contribute toward customer’s trust and the consequences of Trust in Online Food Delivery Service Context. Contribution: This study contributes to the existing Perceived Apps Quality, Customer’s Trust, Customer’s Satisfaction, Relationship Quality, and Online Food Delivery Service Literature. Furthermore, this study can help Marketing Manager of an Online Application based Service company which part of the apps quality that needs to be focused on in building customer’s perceived quality of the apps to gain the trust and satisfaction of their customer.